How can you train your product support team to provide effective support for legacy products?

1 Know your product lifecycle

The first step is to understand the lifecycle of your products and how they are categorized as legacy, current, or future. This will help you prioritize your support resources, plan your training needs, and communicate your support policies to your customers. You should have a clear definition of what constitutes a legacy product, how long you will support it, and what level of service you will offer.

2 Maintain your product documentation

The second step is to keep your product documentation up to date and accessible for your support team and your customers. This includes user manuals, FAQs, troubleshooting guides, release notes, and any other relevant information. You should also ensure that your documentation is consistent, accurate, and easy to understand. You can use tools like wikis, knowledge bases, or online help systems to organize and manage your documentation.

3 Train your support team regularly

The third step is to train your support team regularly on the features, functionality, and common issues of your legacy products. You should also provide them with the tools, skills, and knowledge to handle complex or rare problems that may arise. You can use methods like online courses, webinars, workshops, simulations, or mentorship to deliver your training. You should also evaluate your training effectiveness and identify any gaps or areas for improvement.

4 Leverage your product experts

The fourth step is to leverage your product experts, who are the support team members who have the most experience and knowledge of your legacy products. You should assign them as mentors, coaches, or escalation points for your other support team members. You should also encourage them to share their insights, tips, and best practices with the rest of the team. You can use platforms like forums, blogs, podcasts, or videos to facilitate this knowledge sharing.

5 Solicit feedback from your customers

The fifth step is to solicit feedback from your customers who use your legacy products. You should ask them about their satisfaction, expectations, needs, and challenges. You should also listen to their suggestions, complaints, or compliments. You can use channels like surveys, reviews, testimonials, or social media to collect and analyze your customer feedback. You should also use this feedback to improve your support quality, identify opportunities, or resolve issues.