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That's a great idea. I'd be really interested to see how this works out as you scale. How do you continue to consolidate and relay feedback from customers to
by jorts 13y ago
That's a great idea. I'd be really interested to see how this works out as you scale. How do you continue to consolidate and relay feedback from customers to the rest of the team that isn't on the support rotation?
- bcx 13y agoConsolidating feedback is a problem for any team at scale regardless of who is doing the support. Dedicated customer service teams have a more complete view of what's going on with customers, than the average rotated employee, but at the same time both need a way to bubble up that feedback to the product team. More importantly, it's essential to understand the difference between the problem you head about today, verses the problem that customers have been facing for a long time. (I do think that support rotations cause a bit of a recency affect in prioritization for better or worse) In the long run my argument is the closer you are to your customers the better insight you'll have in general. Because we all make a ton of decisions that aren't clearly specified, and we want everyone on the team to have the best intuition for the customer when they make those decisions.
- sunir 13y agoThings like JIRA tickets to collate feedback and build a list of interested customers who will be potential beta customers.