Customer support teams hear everything. In this episode of How I PM, Pedro Moreno, head of products at Serasa Experian, shares how product managers can create a direct channel to support and use it to drive meaningful improvements.
Pedro’s Three Keys to Creating a Direct Line to Support:
- Open a dedicated feedback channel
Make sure product is listening to what support hears every day. - Review support conversations regularly
Look for patterns in user struggles, confusion, and pain points. - Use insights to drive product improvements
Support-based feedback can guide roadmap changes, de-risk decisions, and increase customer satisfaction.
“When you build a strong link between product and support, you get real-time insight into what matters most to your users.”
📺 Subscribe & Support the Series
Subscribe to The Product Way YouTube channel to stay updated: http://tpg.li/subscribe-tpg
Get full access to all 50 How I PM strategies, early drops, and behind-the-scenes content when you support us on Patreon: https://patreon.com/TheProductWay
Thank you for being part of this community and helping us grow a smarter, more connected product world.
The Product Guy 