36 min
How to Build and Maintain a Relationship with Product (feat. Eric Broulette) Beyond the Queue: Inside Customer Support
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- Management
Eric Broulette, Director of Global Support at WP Engine, shares his best practices for building and maintaining a relationship between the customer support and product teams. Eric credits this strong relationship at WP Engine as one of the key reasons his team’s support interactions decreased by 5% last year, despite the company’s customer base growing by 20%. And this year, his team is on pace to decrease volume even more.
In this episode, Eric shares how he builds a great relationship with product, why that collaboration is so important, and what data his team uses to act as the voice of their customers.
Eric Broulette, Director of Global Support at WP Engine, shares his best practices for building and maintaining a relationship between the customer support and product teams. Eric credits this strong relationship at WP Engine as one of the key reasons his team’s support interactions decreased by 5% last year, despite the company’s customer base growing by 20%. And this year, his team is on pace to decrease volume even more.
In this episode, Eric shares how he builds a great relationship with product, why that collaboration is so important, and what data his team uses to act as the voice of their customers.
36 min