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CXO Panel
60 Minutes

How to Upgrade Product Launches by Aligning With Support

Create happier customers by uniting teams under a common goal.

Featuring

Alexis Fogel

Co-founder & CEO, Stonly

Matt Dale

VP, Customer Support, Illuminate Education

James Baldwin

Customer Advocate

Vanessa Marshall

Director of Customer Support, Goldcast

"Sorry! I didn't know that feature existed. Let me check with my team."

Have your support agents ever said this to a customer? It's one of the most feared and embarrassing customer interactions that could happen to a support agent. It stems from a lack of coordination between product and support teams and leads to a negative customer experience. New feature launches shouldn't be like this. 

Instead, product and support should work hand in hand—especially when planning and pushing launches. But that's easier said than done.

Join us to discuss how support and product can work together to ensure new launches create delightful moments for customers. We'll talk about how to:

  • Establish product roadmap alignment and communication
  • Train support on new products, features, use cases, and issues that could come up
  • Collaborate on help center and documentation updates
  • Formalize release times or tiers

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