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How to Connect Product and Support
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: “When you build a strong link between […]
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.”
