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Summary: In this podcast episode, the speaker discusses the importance of including support teams in product development. They highlight the limitations of relying solely on surveys for customer insights and emphasize the valuable knowledge and ideas that support teams possess. The speaker suggests that the lack of involvement from support teams is primarily a cultural issue and calls for a shift in mindset and better communication between support and product teams.
Key Points:
Support teams are often not involved in product development due to a lack of understanding of their value and the customer insights they possess.
Relying solely on surveys for customer insights is limiting, as it only captures the opinions of a select group of people.
Support teams have firsthand knowledge of customer problems and can often provide quick and effective solutions.
Product teams may want to involve support teams but struggle due to time constraints and...
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