Customer Driven opportunities

Problem to solve

Support has put together a report summarizing the challenges customers are having with our features. We need to review the content and understand these challenges better.

Proposal

Together with your PM, review the report and respond to the following prompts.

  • Does the Customer Experience Trends section seem right to you?
    • If not, explain.
    • Did you learn anything new from it that you weren’t tracking?
  • What are you doing to address these issues? Summarize as appropriate (you don't have to go line by line).
  • Which of these reported trends/issues/hotspots are you not planning to resolve? Why? What should Support do instead?

Guidance

  • Don’t feel like you have to spend hours summarizing every issue—give directional feedback on the info provided.
  • Treat this as a way to inform Support leadership about what you are doing to improve customer experience/reduce time customers spend with Support.
  • Respect the amount of preparation that went into the artifact — it was a lot of manual work along with clever use of AI.
    • Basically, Support is doing their homework and trying to help give us insights, and we should respect and encourage that to keep happening.

Tracking

Edited by Amar Patel