5 Ways to Make the Most of Your Customer Support Team in Your Design Process
Don't underestimate the power of your customer support team—include them in your development process and watch your product thrive.
Customer Support Teams – Your Secret Weapon in User Insights
When creating new products or improving existing ones, it's easy to forget the valuable insights that our customer service teams have to offer. These team members interact with customers daily, making them a goldmine of information about what users need and want. By incorporating their input into the product development process, we can create products that truly cater to our customers.
Here are five ways to make the most of your customer service team in your product development process:
1. Include them from the start
Bring your customer support team into the process from the very beginning. Their insights on common customer issues can help you find solutions before problems even arise. Including them in the initial brainstorming stage can lead to fresh ideas and designs, ultimately resulting in better products for your customers.
2. Keep communication lines open
Set up a system for your customer service team to share their thoughts and experiences with the team working on the product. This could be through regular meetings where they can provide updates and feedback. Maintaining open communication ensures that the development team stays aware of any customer concerns and can quickly make changes to address them.
3. Use their knowledge to spot patterns
Customer support teams collect lots of information from their interactions with customers. Take a close look at this data to find trends in user behavior and common issues they face. Use this information to improve existing features or develop new ones that meet users' needs more effectively.
4. Have them test the product
Your customer support team already knows your product well, so they're a great resource for testing new features. Encourage them to try out new aspects of the product and share their thoughts on the overall experience. Their unique perspective on what customers need can be invaluable when making improvements to your product's design.
5. Keep them informed and involved
Make sure your customer support team is aware of the overall plan for the product and any upcoming changes. This will help them answer customer questions and manage expectations. Involving them in the development process gives them a sense of responsibility for the product, turning them into enthusiastic supporters who can help encourage customers to use and enjoy the product.
As product designers and managers, we often get caught up in our own bubble of ideas and creativity, overlooking one of the most critical resources available to us—our customer support team. These unsung heroes are the frontlines of our business, with a wealth of knowledge about our users and their pain points. By involving them in the product design process, we can create more user-centric products that cater to our customers' needs.