Hey Ravi, thank you!
Yes, at least 2 days for any role.
15% of the total staff.
It has definitely had its impact over the years.
- First, doing support creates more awareness about the impact of not building the right features and helps tighten the bridge between product and operational teams - quicker feedback on customer wants and needs and better preparation ahead of any launch.
- Second, it helps marketeers better understand our customer personas and communication style.
- Third, roadmap will be impacted especially when there’s something off with a specific feature that requires improvement.
- Fourth, product organization now has access to support conversation categories and knows in a quantitive way what product related questions and topics are coming in. That is always being accounted for during any product roadmap discussions.