Customer support is not just about solving problems—it’s about bridging gaps. And one of the biggest gaps in many organizations? The one between Support and Product.
In this episode of Telecast PH, host Jeff Thompson sits down with Ana-Alicia Siquerios to talk about why breaking down these silos is key to a better customer experience. Support teams have a front-row seat to what customers love—and what frustrates them. But without a strong partnership with Product, those insights get lost in translation.
Ana-Alicia shares real-world strategies on how Support teams can go from being reactive problem-solvers to proactive product influencers. From building trust with Product teams to making feedback actually matter, this conversation is packed with insights that can reshape how your company approaches collaboration.
Key Takeaways:
✅ Support teams hold a goldmine of customer insights—Product needs to tap into them.
✅ Effective communication means translating customer feedback into Product’s language.
✅ Internal SLAs between Support and Product can streamline issue resolution.
✅ Proactive collaboration during product development prevents avoidable customer pain points.
✅ Transparency in knowledge-sharing benefits both teams and improves the customer experience.
Tune in to hear how your support team can stop being 'the forgotten department' and start driving meaningful change!
Check out Peek here: https://www.peek.com/
Discover how Telework PH can help you build a highly skilled and adaptable remote support team.
Visit www.teleworkph.com to learn more about our outsourcing solutions.
Want to discuss how we can help your business? Connect with Jeff Thompson on LinkedIn to explore tailored solutions for your support team needs. 👉🏼 https://www.linkedin.com/in/jeffthompsontwph/
Connect with Ana-Alicia Siquerios on LinkedIn. 👉🏼 https://www.linkedin.com/in/anaaliciasiqueiros/
#businessowners #customersupport #podcasts #podcast #scaling #remoteteams
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