The best place I ever worked had fairly sophisticated, formal channels for noticing when a cluster of related-looking problems happened repeatedly, and escalating that to engineering for a fix. It also had open Slack channels with engineers and product managers in them, and some informal understandings about what type of problem was appropriate for support or professional services to bring up, there.

That combination kept the customer-frustrating bugs quite low, while still allowing engineering to keep developing new features at a fairly rapid pace.

(and then we got purchased by a PE firm and dismantled)