We need to build our support teams to add value across the company. We’re all expert communicators. We know not just the ins-and-outs of our product but how to convey our expertise in a way that’s relatable to our customers. That’s an immensely valuable skill. Our next step must be communicating back to the company what we learn from customers and from each other.
It’s that next step where we all too often come up short in support. We’re great at communicating with customers but, at times, terrible communicating internally to other teams at our companies. How many times do you hear about a development team not being on the same page with support? Or a sales team that makes promises to customers which support knows they can’t do? Those are real problems. And while they’re hard problems they’re solved with clear, consistent communication across teams. That’s our specialty!
Andrew Spittle — Building a career in support