Introduction to Support Models for API Products

What will we learn?

Product managers are frequently eager to spend time with consumers because they act as the “voice of the customer” for the product development team. Since product managers have a number of responsibilities, they cannot talk to customers as much as they might like. However, there are teams with sole responsibility for communicating with customers. These teams are known as customer support or customer success teams.

When customer support teams are involved in the product development process from the beginning, it allows for more significant insights into customer sentiment and experience, which is an invaluable feedback loop for effective product development.