How to Build and Maintain a Relationship with Product

Eric Broulette, Director of Global Support at WP Engine

Summary

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.