Leveraging Support Data to Influence Product Design

All companies want to manage their support costs while providing world class support. Understanding how to analyze and utilize your support date to influence product design and quality will improve you customer experience and win customer loyalty. Building a supportability program to Listen, Capture, Validate, Triage, and Build action plans to address top reoccurring issues will pay long term dividends. Action plans will take the form of product changes, diagnostic tool enhancements, documentation (product/KB), process improvements and/or training for the organization. The speakers each have 20+ years of experience of working between support and product/engineering teams at Microsoft, Tableau, and UiPath to drive supportability strategies. This session will cover the basic concepts of a supportability, why it's important to your organization, provide practical steps to implement supportability in your organization, and some common pitfalls to avoid.