07. Example: Working with Sales & CS

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Example: Working with Sales and Customer Support

ND036 C4 L03 A06 Pre Launch Checklist- Sales And Customer Support Example

Sales and Customer support Example Summary

Things to Remember About Working with Sales and Support

  • You can learn a lot about your product by sitting next to support and listening to in on their calls with our customers

  • The Sales Team can help you understand customer needs better by sharing what they hear from customers and potential customers

Important! Your role is to understand and solve the underlying problem.
The solution the customers are asking for might not be the best solution for the problem they are having.

Sales and Customer support Problem Set

What should you include in your Customer Support guide?

SOLUTION:
  • Potential issues that users might have with the product and how to resolve them
  • A description of the problem our product solves for users
  • Value proposition of our product

Sales and Customer support Problem Set

What should you include in your Sales Guide?
SOLUTION:
  • Value proposition of our product
  • A description of the problem our product solves for users
  • How our product compares to our competitor's product

Think Like a Product Manager!

QUESTION:

Outline the steps you would take to make sure the team is ready to handle this issue with our users

You discover a new issue with the product: our app doesn't send party invites by text correctly. Which teams need to know about this problem? What should you tell them?

ANSWER:

The first team you should talk to is your engineering team to understand the timeline for the fix and if there is a way to work around the issue.
Once you have all the details, you should update your Customer Support team and let them know how to handle the issue.
Since this issue is pretty important, we should add an article in our help center that outlines that we will fix this issue soon

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