Ep. 44: How to influence the product roadmap in customer support [Feat. Shannon Johnson, Director of Customer Support at Sprout Social]

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Support Insights Podcast | CX & Customer Support Podcast by SentiSum

SentiSum

54 episodes

6 days ago

We share the "earned secrets" of customer experience leaders. An 'earned secret' is a unique solution to a hard problem, learned by overcoming a challenge that hardly anyone else has. In each episode, we hear how our guests have achieved big wins and overcome adversity to deliver great customer service and CX—with a focus on how-to strategies you can use to overcome your biggest challenges, too.

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Ep. 44: How to influence the product roadmap in customer support [Feat. Shannon Johnson, Director of Customer Support at Sprout Social]

Support Insights Podcast | CX & Customer Support Podcast by SentiSum

22 minutes 47 seconds

3 years ago

Ep. 44: How to influence the product roadmap in customer support [Feat. Shannon Johnson, Director of Customer Support at Sprout Social]

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In today's episode of the Support Insights Podcast we talk to Shannon Johnson, Director of Customer Support at Sprout Social, about how Shannon's background in product operations gives her a unique perspective when it comes to sharing customer support insights with product teams.

Having started her career in customer support, Shannon's combined experience of product operations, support and a passion for tech, mean she has gained a really unique view of customers and the technology and processes that they need.

Watch the episode to find out how Shannon attributes customer pain points to financial leverages to influence the product roadmap and encourage customer-centric strategies.

We'll also touch on the concept of using proactive support to increase revenue opportunities, retention and the overall success and growth of a support team and therefore the growth of the business.

Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com