Gone are the days when customer support was solely about answering inquiries. It has evolved into a role that holds influence across departments, including products. When harnessed effectively, customer support feedback can become a catalyst for business growth. Product managers can significantly benefit from the support team's assistance and guidance when deciding on implementing features or prioritizing bug fixes. When both product and support align their efforts, it creates a mutually beneficial scenario. Product managers gain confidence knowing that user needs are met, while the support team finds satisfaction in advocating for the customer. In this blog post, we delve into the crucial reasons why granting customer support a seat at the product table is imperative for success.
Harnessing the Support Team's Wisdom for Product Success
When designing a product, focusing on a specific market or customer personas is common. However, the true use cases often emerge from the support team's firsthand experience with customers and their unique interactions with the product.
While data analysis can reveal which product aspects are popular or underutilized, it falls short in providing the exact use cases. This vital information can be collected only through in-depth conversations like those facilitated by the support team. While many product managers excel in quantitative data analysis, the value of anecdotal data from conversations should not be underestimated.
Although product managers who personally handle customer support can gain some understanding of use cases, their time is limited. Imagine the wealth of information that can be gleaned from support agents who engage in customer interactions every day, armed with numerous real-world use cases.
Empowering Support Teams for Customer Excellence
The act of inclusion and participation in decision-making meetings can have a profound psychological impact on individuals, instilling a sense of belonging and confidence. This, in turn, drives stronger engagement among support team members and cultivates a deeper connection with the product.
Instead of merely relaying information, empowered support agents can provide meaningful explanations and take ownership of the interaction. Being in control of their role enables them to enjoy these conversations, genuinely enhancing the overall customer experience. Conversely, lacking engagement often leads to employee burnout, emphasizing the critical importance of fostering empowerment.
Unleashing Excellence for Informed Decision-Making
Imagine the immense value your support representatives can deliver when they possess the authority to determine which product features should be included and which should not, accompanied by well-founded justifications.
By attending product meetings, support agents gain valuable insights that clarify their understanding of product decisions. It goes beyond knowing what is on the roadmap; it encompasses staying up to date with the latest status of each item. While estimated timelines depend on various factors, a knowledgeable support team can set realistic expectations for customers by being aware of upcoming product changes.
Final Thoughts
Driving Customer-Centric Product Decisions and Growth
Traditionally, product decisions and roadmaps have been crafted without active involvement from the support team, who merely follow instructions. However, including the support team in these meetings allows them to align customer interactions with the product's future direction. When support understands the long-term vision, they can make more informed decisions about the solutions they provide to customers. They can also assess if the product is a suitable fit for customers in the long run or if it's best to let incompatible customers churn.
Leverage advanced tools like DSM 2.0+ BI and AI predictive analytics to unlock the full potential of data analysis. These tools provide deeper insights into your data, helping you identify the crucial elements that set your product apart and drive transformative growth. For more information, reach out to sales@zooloo.asia today.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at Omnichannel Support Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
