Is it Possible to Automate Customer Support?

There is no better way to learn about your customers, test assumptions and prove your product than by doing customer support. Whether if you’re a tester, developer or a product owner, it will give you an extremely valuable opportunity of finding bugs you might have missed. You can identify unusual customer flows you are not tracking with your analytics tools, and in general check risks and benefits of your new features.

Still, customer support process can be very time consuming and expensive. Based on our experiences while developing cloud storage services for our private customers, I’ll present a story of why and how we joined forces in development, testing and customer support. I’ll explain how we are building self-reliant user communities and automating designated answers to different categories of customer requests.

We are in the middle of our journey, but so far the customer experience results have provided us tremendous insights and lessons learned and significantly improved our leadership skills, which I’d love to share with you.