The Support Inbox
Who this book is for
Người làm sản phẩm ở doanh nghiệp Việt Nam: product manager, product owner, trưởng nhóm sản phẩm ở công ty phần mềm, ứng dụng di động, sàn thương mại điện tử, fintech và bộ phận số của doanh nghiệp truyền thống; làm việc hằng ngày với kỹ sư, thiết kế, đội bán hàng và chăm sóc khách, thường không có đội nghiên cứu người dùng hay phân tích dữ liệu riêng.
Sound familiar?
- Support complains that reports go up and nobody answers.
- Tickets get closed daily but nobody counts what they are about.
- Remembers the angriest complaints, not the most repeated ones.
- Feedback is scattered across email, fan pages, chat groups and sales notes.
After reading, you can
Help product people turn support tickets into a ranked list of problems.
Each chapter answers one question
Chapter 1: Are support tickets chores, or a forgotten goldmine?
What are last month's support tickets saying about my product?
Support tickets are the cheapest evidence there is, and product teams ignore them most.
Chapter 2: Feedback is everywhere, so why can't anyone count it?
Where in my company is all customer feedback collected?
When feedback is scattered, nobody can count it.
Chapter 3: Do finer tags really mean better understanding?
How do I tag feedback so I can count up the biggest problem?
A good tag is coarse enough to count and fine enough to act on.
Chapter 4: After customers give feedback, does anyone tell them?
Do people who reported a bug know when it was fixed?
Customers give feedback again when they know someone listened last time.
Chapter 5: Does support know the product better than we do?
What does the customer support team need from me to make their work lighter?
The support team is the product's measuring instrument that shows up every day.