Intercom on Customer Support

Keep in mind the ultimate goal of your support team. Sure their job is to answer customer queries in as timely, helpful and efficient a manner as possible. But on a strategic level the goal is to reduce the need for support

The best customer support teams are extremely efficient in everything they do but particularly so with their use of customer feedback. Wasteful teams will just solve the customer’s problem, and not consider how that issue can help solve the product problem.

The quickest way to accelerate through it is either for the product owner to sit in on some user testing, or start reading and answering support requests. Amazon solved it by automatically BCCing owners on every single customer issue until they started solving them. As with any internal problem, when all else fails, go for the jugular: the inbox.