Two teams that consistently work together to provide a good product to the consumer are customer support and development. One is obviously customer facing, while the other relies on support for their customer feedback. It’s important that these two teams work together well and have open, good communication.
Quite frequently, support gets feedback from consumers on features they do and don’t like in a product and also suggestions on what they would like to see. These get passed along to development and sometimes the communication ends there. That’s a problem. Development needs to work on communicating back to their support team. They need to be able to pass along status updates about bugs. Also, giving feedback on feature requests can keep dialogue open and can set expectations on what is possible with the product.
Dev teams need to make sure that they have integrations in place with company software, so updates and communication can happen smoothly. An example would be Zendesk and Jira or Zendesk and Pivotal Tracker integrations. Basically, anything that links your customer support software with your development software. It also helps the support team create bug tickets easier and can link vital information from support tickets to development tickets.
These integrations work even better when used across all software the company uses such as Slack, Trello, Basecamp, SalesForce, etc. It’s important to keep lines of communication open, especially in an all remote environment. Look into how you can accomplish this in your organization and it can only help your business and product.