Exploring Customer Support

This course will teach you about the role and importance of the Customer Support function, Net Promoter Score as a measure of customer loyalty, and the Experience Brief as a means of documenting and aligning on a shared vision for Customer Support.
Course info
Level
Intermediate
Updated
Jul 18, 2020
Duration
28m
Table of contents
Course Overview
Introducing Customer Support
Discovering Customer Support Team Roles and Responsibilities
Discovering Customer Support Processes
Discovering NPS (Net Promoter Score)
Distilling Three Key Product Management Learnings About Customer Support
Creating an Experience Brief
Description
Course info
Level
Intermediate
Updated
Jul 18, 2020
Duration
28m
Description

In this course, Exploring Customer Support, you’ll learn to appreciate and interact with the Customer Support function from a product management perspective. First, you’ll explore what the purpose, roles and process are related to Customer Support. Next, you’ll discover what a Net Promoter Score (NPS) is and what it means for your product. Finally, you’ll learn how to leverage an Experience Brief to document a vision of Customer Support. When you’re finished with this course, you’ll have the skills and knowledge of the Customer Support function and NPS needed to communicate and align on a Customer Support experience for your product.

About the author
About the author

Based in the New York City metro area, Tom has over 15 years of experience in several industries as a product strategist, hands-on product manager and product team leader.

Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hello everyone. My name is Tom Rowland, and welcome to my course, Exploring Customer Support. I have over 15 years of product management experience in several industries focused on software, Software as a Service, and managed services products. In this course, we will explore why, as a product manager, you need to understand and care about the customer support function for your product. Some of the major topics that we will cover include understanding the roles and responsibilities of the customer support team, how that team uses a tiered process to manage how they provide support to customers. We'll talk about Net Promoter Score and how the customer support team impacts that. Finally, we'll talk about how to leverage an experience brief to define and align on a customer support vision for your product. By the end of this course, you'll know how customer support fits into the bigger picture of managing your product. Before beginning the course, you should be familiar with what a product manager does, and in particular, the need to align and work well cross functionally in that role. I hope you'll join me on this journey to learn why the customer support function is critical for your product success with the Exploring Customer Support course, at Pluralsight.