How your support team improves your product
Blog post from Intercom
The article emphasizes the importance of integrating customer support with the product development process to ensure that products are improved based on customer feedback. A separate and isolated support team can lead to mediocre products, as they may not receive or understand the impact of their mistakes. The root cause of every problem has an owner, who is responsible for fixing it. The article suggests that product owners should go through five stages of grief when faced with problems, which include denial, discredit, and deflecting data before taking action. Implementing a process where customer support team members are tagged with root cases makes it easier to see the impact of their work and feed feedback back into product design.
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