Here's how you can collaborate effectively with customer support teams to gather feedback and insights.

Really listen—set up casual, regular catch-ups to understand what they’re hearing from users. Make it a two-way street—share what you’re working on, too. It’s not just about gathering feedback; it’s about creating a real partnership. When support feels heard and valued, they’ll provide deeper insights that can steer your product in the right direction.

1. Regular Meetings: Hold Weekly Check-Ins to Discuss Issues and Customer Pain Points. 2. Feedback Loop: Maintain a Shared Document for Logging Complaints and Suggestions. 3. Support Training: Engage in Training Sessions to Understand User Challenges. 4. Data Analysis: Analyze Support Tickets and Trends to Prioritize Improvements and New Features.

At the moment Im coachning myself not to speak that much. And when I speak, I try to ask questions instead of bringing solution.

Once again I like the fact that on the top of each subject, I find the emphasize of active listening. Listen to learn not to reply. This very basic practice will allow you to see many important facts that you cannot see without effective listening.

From my experience as a product manager, active listening is crucial for effective collaboration with customer support teams. Set up regular meetings to hear about common user issues and suggestions. It’s not just about waiting for your turn to speak; it’s about truly understanding the context and emotions behind the feedback. By doing this, you're not only gathering valuable data but also showing respect and appreciation for the support team's work. This fosters a stronger, more collaborative relationship.

Customer support teams are a goldmine of insights because they interact with end users all day. To make the most of this valuable feedback, tagging is key. Agents should log the chats / calls with specific categories like - Feature Request - Service Lapse - Usability Issue etc. Plus detailed sub-categories - for example, 'Usability Issue' can contain - Navigation - Loading times - Issues with X feature Detailed tagging helps make sense of this huge amount of qualitative data. And this tagging framework must be created / reviewed by the PMs themselves + regular face time between customer support & product teams is crucial. Biweekly or monthly VOC <> Product meetings help a lot. This keeps everyone aligned & ensures continuous feedback.

Keep records for the feedback is crucial for both identifying the actions for current situation as well as measure and control progress. Records will allow you to plot the trends which will be your north star during the journey.

A great way to record feedback is to make them prepare reports using the systems they use. for example ZenDesk. my customer support team lead comes ready with these reports to meetings which provides a whole different perspective to real customer problems. Sometimes, the insights these reports provide is invaluable to improve product.

As a product manager, you may want to jointly review customer interactions, support tickets, and survey responses. This enabled opportunity to discuss patterns, identify root causes of issues, and brainstorm potential solutions. One more effective technique is to shadow customer support interactions or vice versa. This hand experience helps both Product Manager(s) and Customer support teams better understand each other's roles and challenges, enhancing collaboration.

Data captured from customer service team is great start point. But you can rely on it as it was told. You have to understand the context of these feedback and this can be done by having analysis workshop with the customer support team who already collected that feedback to understand the rational. This way you will be able to get the real meaning of the feedback and trigger the right relevant actions.

I use NPS survey to collect customer feedback directly after they have purchased from us. customer happiness team records pre sale user feedback in addition to post sale customer feedback. we combine these two to understand struggles users face through out the user journey and analyze together to understand patterns and ultimately what product improvements we can make to improve overall user experience.

Las colaboraciones hoy son un éxito, primero acaparas dos públicos diferentes lo que te permite llegar a más personas. Cuando uno se da cuenta que trabajando en equipo LOGRAS MáS Y MEJORES RESULTADOS generas planes de acción para seguir manteniendo la misión y visión de la marca y agregar más valor y nuevos objetivos. El mundo está en constante cambios, hacer colaboraciones permite mantenerte actualizado en esos cambios lo cual logras mantenerte reconocido.

To collaborate effectively with customer support teams, prioritize wisely using the 80-20 method. Focus on the 20% of issues that impact 80% of the outcomes. By identifying and addressing the most critical feedback first, you ensure that your efforts yield the maximum benefit. This approach helps in gathering valuable insights efficiently and improving the overall customer experience.

When I think about prioritizing with support of the customer service team, I immediately noticed the importance of strategy communication and alignment. Customer service team is part of the product team who generates value to the customer and ensure great customer experience. So when it comes to action plan, they shall give great support in putting priorities that is aligned with the product strategy.

Sometimes some of the feedback and what we can provide to improve them brings additional problems we don't anticipate. in addition, not everything we can do would directly contribute to overall business goals. since engineering team capacity is also limited, making sure what we pick and include in the roadmap adds value to overall user experience and also business goals is crucial. always think about what problems it would solve, and what value it will add to business goals when you prioritize solutions and product changes

Effective communication is in the center of every success. Customer support team has to be aligned with the actions and its targeted objectives so they can deliver better customer experience and keep collecting feedback that will be the base for evaluating the progress towards achieving the objectives.

whenever a product change is made based on user feedback it's important that customer support team knows these changes. write non-technical release notes and share them with the whole company so everyone is on the same page. additionally, communicating these improvements to customers can increase customer retention and improve NPS scores by turning detractors in to promoters.

This section is really specific to customer support and earlier ones are best practices for any meeting. Here are a few inputs for effective collaboration with the customer support teams: - Effectively train them on the latest releases so that they are fully equipped to handle any support issue - Enhance the diagnosability of the product so that they can efficiently and effectively address incidents - Address at least 1 (if not more) top concern, that they face in the product, in every release to reduce the inflow of incidents Last but not least...continuously improve the quality of the product and make it intuitive, fault-tolerant, performant, reliable, etc. so that there are almost no bugs that can easily be encountered.

One of the top 3 designations which pivot into Product Management after SDEs and Data Analysts are people from Customer Support and that should act as an anchor to collaborate with them. A clear channel of feedback and communication must be established with these teams and they must be empowered rightly to escalate any customer concerns on the Product. Additionally cross-functional metrics must also be used by both Product and Customer Support to understand how closely the product is aligned to direct customer needs.

Try turning your customer support team into your product ambassadors. When you’re about to roll out updates or new features, give them the inside scoop first. Host a quick, informal session where you demo the changes and answer their questions. This way, they’re not just informed—they're excited and ready to share the news with users. It transforms them from just support into active promoters of the product.

Las experiencias más la formación deben ir de la mano. Para lograr resultados sobresalientes hay que ser sobresalientes, esto no significa que no haya lugar al error, sino que hay instancias de prueba y error y hay instancias donde la información que uno tiene es la que funciona y se la debe seguir. Por eso es importante supervisar y gerenciar, brindar toda las herramientas necesarias para lograr buenos resultados, acompa?ar , estar atento al proceso, hacer que funcione.

What a topic! Especially in the B2B segment, communication with customer success can be an incredible instrument or a never-ending source of frustration. What I find useful is holding everyone, yourself first and foremost, accountable to the highest standard possible. Never resort to ad hominem fallacies. Every decision and opinion should be backed by data and distilled feedback, avoiding the Highest Paying Person’s Opinion (HiPPO) and other product management fallacies as much as possible. Collaborate with the customer support team and be empathetic. Remember that more often than not, they are on the front line putting out fires with virtually no influence on the product. Approach them the same way you approach users.

It's necessary to establish a 50-50 relationship with customer support—to not only collect feedback regularly, but establish trust and empower the team to send honest suggestions and questions your way. The best way to do this, is for the PM to sit next to the team and take calls with customers. All on their own. Not shadowing. Not listening to the recordings at a later time. This will help the PM and CS team empower each other. The CS team sees that PM is willing to be accountable, understand them, and be a true team player. They will champion the product more than ever, and be more open with the PM. In turn, the PM is able to understand customers' POVs and pain points in real time, which will help them create customer-driven solutions.

El mundo está en constante cambio, hay que educar tanto a los clientes como a atención al cliente. Es fundamental que ambos entiendan el fin de lo que se quiere lograr y hacerlo desde el acompa?amiento de ambas partes. A nadie le gusta sentirse solo. Es fundamental que ambos lados sientan ese acompa?amiento, ese seguimiento.