Published: 10 January 2024
Customer service and support leaders with a VoC program miss opportunities to remove demand for service while improving the customer experience with the product. Establish a relationship with the product leader and a process to gather and communicate service data to drive product and CX improvement.
Customer service volume is often driven by product-related issues that sit outside the service leader’s control.
Service leaders are uniquely situated to understand which product flaws hinder customers’ value from the products they support, because they witness the repeat cases from product issues in their team caseload.
Service leaders can miss opportunities to turn service data into compelling storylines that illustrate the impact of product issues in order to improve both the product and service experience.
Companies without a data-based product feedback and improvement program in their service organization are missing the opportunity to reduce service costs and address
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