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How can Product Designers collaborate with customer service teams to create better products?

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Product design is not only about creating beautiful and functional solutions, but also about understanding the needs and pain points of the users. Customer service teams are often the first to hear from the users, whether they are happy, frustrated, or confused by the product. How can product designers collaborate with customer service teams to create better products? Here are some tips and benefits of working together.

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Eva H?rner

Leading product design teams | Customer-centric strategies in digital experiences
Saqib Ali

Senior Consultant @ Systems Limited | 8+ Years Exp on 60+ products | Google, IBM & Atlassian Certified | Product &…
Nooshin Hamzeh

Product & User Experience Designer " Crafting seamless experiences that inspire & delight people "

1 Listen to customer feedback

Customer service teams collect valuable insights from the users, such as what they like, what they struggle with, and what they wish for. Product designers can use this feedback to identify problems, validate assumptions, and generate ideas. Listening to customer feedback can also help product designers empathize with the users and create more user-centric solutions. To collaborate effectively, product designers and customer service teams should communicate regularly, share data and tools, and establish clear goals and expectations.

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Saqib Ali

Senior Consultant @ Systems Limited | 8+ Years Exp on 60+ products | Google, IBM & Atlassian Certified | Product & Project Management | Fintech | Telco | Healtech | UX | UI | Design Strategy | Service Design | CX |
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In my experience transitioning from customer support to product design: Leverage Customer Insights: Draw on firsthand experience in customer support to extract valuable insights. Collaborate closely with customer service teams to gather direct feedback and better understand user needs. Joint Training Sessions: Conduct joint workshops and training sessions to align customer service teams with product updates and design principles, ensuring a shared understanding and smoother user assistance. Seamless Feedback Loop: Establish a fluid feedback loop between product design and customer service. Regular collaboration allows for addressing common user issues, enhancing product usability, and ultimately improving customer satisfaction.

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2 Involve customer service teams in the design process

Customer service teams can also contribute to the design process by providing their expertise, opinions, and suggestions. Product designers can involve customer service teams in activities such as user research, prototyping, testing, and iteration. By involving customer service teams in the design process, product designers can leverage their knowledge, gain different perspectives, and increase buy-in and alignment. Customer service teams can also help product designers communicate the value and benefits of the product to the users and stakeholders.

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3 Learn from customer service teams

Customer service teams have a lot of experience and skills in dealing with the users, such as listening, empathizing, problem-solving, and educating. Product designers can learn from customer service teams how to interact with the users, how to handle feedback, how to explain features, and how to address issues. Learning from customer service teams can help product designers improve their communication, collaboration, and customer satisfaction skills. Product designers can also share their knowledge and skills with customer service teams, such as design thinking, user testing, and prototyping.

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4 Co-create customer service solutions

Product designers and customer service teams can also collaborate to create solutions that improve the customer service experience, such as FAQs, tutorials, chatbots, or feedback forms. Product designers can apply their design skills to create user-friendly and engaging solutions, while customer service teams can provide their content and context expertise. Co-creating customer service solutions can help product designers and customer service teams deliver more value, reduce support costs, and increase user retention and loyalty.

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5 Celebrate customer success

Product designers and customer service teams share a common goal: to create products that solve the users' needs and make them happy. Therefore, they should also celebrate the success of the users, such as positive reviews, testimonials, referrals, or achievements. Celebrating customer success can help product designers and customer service teams appreciate their impact, recognize their efforts, and motivate their performance. Celebrating customer success can also help product designers and customer service teams build trust, rapport, and camaraderie.

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6 Keep improving together

Product design and customer service are not static, but dynamic and evolving processes that require constant improvement. Product designers and customer service teams should keep collaborating to monitor the user feedback, measure the product performance, and identify the opportunities for improvement. Keeping improving together can help product designers and customer service teams stay updated, relevant, and innovative. Keeping improving together can also help product designers and customer service teams foster a culture of learning, experimentation, and adaptation.

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Eva H?rner

Leading product design teams | Customer-centric strategies in digital experiences
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Don't tell me you have been sleeping on this gold mine! Customer service is truly valuable for product designers (and product teams). This is a great source to find indicators of what is working well and what isn't. It opens your eyes to the issues your customers run into and can provide you with plenty of quantitative data. As an added benefit, it makes it quite straightforward to measure the impact or ROI of your UX efforts, having all this quantitative data at your fingertips.

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Nooshin Hamzeh

Product & User Experience Designer " Crafting seamless experiences that inspire & delight people "
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This is a real experience as I am working as a customer service and at the same time I am a product designer. Product designers mostly use other research methods which are time saver, such as surveys and sometimes interviews when gathering data from users and they often skip the participant observation which will provide more real experience of users’ behavior. Customer experience teams are in a close connection with real users in the specific industry, they observe users, they hear their needs, pain points and how they interact with the product. At the end, they will know what is really working and what is not. In my opinion, customer service teams also are able to affect the marketing decisions positively.

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Olha Dmytryshyna

Advanced Partner at Uniqlo | Freelance UX/Web Designer and content writer | | Customer & User Experience Expert
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Collaboration between designers and customer service teams can be a game-changer. It helps design teams discover the problems users face and pinpoint areas for improvement. By analyzing frequently asked questions, designers can understand the real pain points of the users. The benefits for the customer support team include a better understanding of the product they assist with and its functionality, ultimately leading to a decrease in support requests.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can Product Designers collaborate with customer service teams to create better products?

1

2

3

4

5

6

7

1 Listen to customer feedback

2 Involve customer service teams in the design process

3 Learn from customer service teams

4 Co-create customer service solutions

5 Celebrate customer success

6 Keep improving together

7 Here’s what else to consider

Product Design

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How can Product Designers collaborate with customer service teams to create better products?

1

2

3

4

5

6

7

1 Listen to customer feedback

2 Involve customer service teams in the design process

3 Learn from customer service teams

4 Co-create customer service solutions

5 Celebrate customer success

6 Keep improving together

7 Here’s what else to consider

Product Design

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