Why Is Support Integral When Building a Product Roadmap?

When developing a product roadmap, it's crucial to involve your customer support team. Support is not just about resolving immediate issues; it plays a vital role in ensuring long-term customer satisfaction and success. Failing to inform your customer-facing teams about upcoming product changes can lead to significant issues when those changes are implemented. In this article, we will explore the importance of involving support in your product roadmap process.

The Impact of Lack of Communication

Support is the first line of defense for customers. In many cases, customers may not even realize that they have an issue until after they have encountered it. If the customer support team is not informed of upcoming product changes, they may provide incorrect or misleading information to customers, which can lead to frustration and dissatisfaction. According to Gartner, 96% of customers who experience a high-effort service say they are unlikely to use the same service again in the future.

The Value Added by Support Team Involvement

Including at least one member of the support team in your product roadmap team has numerous benefits. First, it ensures that the support team has the time and resources they need to prepare for upcoming changes. This preparation can involve creating documentation, training staff, and preparing response strategies for potential issues. It also gives the support team the opportunity to be involved in the decision-making process, providing essential insights and feedback.

Secondly, involving support in your product roadmap team can provide invaluable insights. Support teams interact with customers on a daily basis, and their firsthand experience can reveal critical customer needs and pain points. These insights can be used to inform product development, ensuring that the final product meets customer expectations and solves their real-world problems. An informed support team can help you avoid common pitfalls, such as implementing a change without proper communication or preparing for customer feedback.

Preparing for Change

The process of involving the support team in the product roadmap begins with proper planning and communication. Here are some steps you can take to ensure success:

Involve the Support Team Early: Integrate the support team into the product roadmap planning process early on. This will give them the opportunity to contribute to the roadmap and provide insights throughout the development process.

Create a Support Plan: Develop a detailed support plan that outlines how the product changes will be handled. This plan should include documentation, training materials, and contingency strategies.

Train the Support Team: Ensure that the support team is fully trained on the changes and has the necessary tools and resources to handle customer inquiries effectively.

Communicate Effectively: Keep the support team informed of any changes and provide them with regular updates. This will help them stay ahead of potential issues and prepare for customer feedback.

Conclusion

Involving your support team in the product roadmap process is not just a suggestion; it is a necessity. The insights and preparation provided by the support team can make or break your product's success. By giving your support team the necessary time and resources, you can ensure that they have the knowledge and tools to handle any issues that arise and provide your customers with the best possible experience.

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