Chapter 5

Does support know the product better than we do?

Đội hỗ trợ hiểu sản phẩm hơn cả nhóm sản phẩm?

The chapter's question

What does the customer support team need from me to make their work lighter?

Big idea

The support team is the product's measuring instrument that shows up every day.

In this chapter

  1. Part 5.1

    A Short Weekly Sync

    Which fifteen minutes each week do I sit with the support team?

  2. Part 5.2

    Heads-Up Before Release

    Does the support team hear about new features before or after customers?

  3. Part 5.3

    Canned Answers

    Which canned reply is covering a problem that should be fixed in the product?

  4. Part 5.4

    Counting Fewer Tickets

    After a fix, how much did tickets about that problem drop?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Support Inbox is free to read right here.

Read in Conan School

Chapters of The Support Inbox

  1. 1.Are support tickets chores, or a forgotten goldmine?
  2. 2.Feedback is everywhere, so why can't anyone count it?
  3. 3.Do finer tags really mean better understanding?
  4. 4.After customers give feedback, does anyone tell them?
  5. 5.Does support know the product better than we do?