Customer Support for a Day 🧑🏻💻
As product managers, we solve problems for users – both new users and existing users. One of the best ways to get to know existing users better is to work alongside customer support.
Customer support teams interact directly with existing customers that are struggling. This means that customer support has a wealth of information about the challenges that existing customers face as well as what kinds of solutions are more likely to satisfy the needs of existing customers.
Not only that, customer support teams are truly product champions – they promote the effectiveness of the product and actively soothe the customers who are most likely to churn. Therefore, better empathizing with customer support enables you to be a more effective product manager.
Time To Read: 6 Minutes
Published: April 2021
Link: Customer Support for a Day 🧑🏻💻
X (formerly Twitter) this week changed how its crowdsourced fact-checking Community Notes feature works. In the new design, users will be able to review all the notes that have been proposed as annotations to an X post, rather than just the one note they’re currently reviewing. In other words, it will allow contributors to consider other notes before leaving their rating — and possibly, could convince them to change their mind.
It’s a subtle tweak but one that could influence Community Notes contributors to consider different viewpoints, rather than simply agreeing with the crowd that a note is helpful — which means the note is displayed publicly to X’s users below the post as a crowdsourced fact-check.
Read More: X’s crowdsourced fact-checking system will now let contributors consider opposing viewpoints 🐦
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