Often customer support is often aligned more closely with operational functions than sales teams. This fireside chat challenges that common structure, exploring how to strategically pivot your support team to become a direct contributor to revenue, fostering a powerful synergy with your sales department. This session will delve into the practicalities of ingraining a sales mindset within your support function, without compromising on core service excellence. We'll discuss actionable strategies for identifying and capitalising on upsell and cross-sell opportunities that naturally arise during customer interactions. Critically, the conversation will cover how to effectively train agents to spot these moments, frame solutions that resonate with customer needs, and seamlessly track and report the revenue generated by these efforts. Join us to discover how to transform your support team into a recognised and indispensable engine of growth, earning them the internal recognition and resources they deserve.

Customer support teams sit on a goldmine of information, capturing the nuances of the customer experience in every conversation. This panel will explore how to transform qualitative customer feedback, the direct voice, frustrations, and aspirations of your users, into a powerful engine for product evolution. Our expert panelists will delve into strategies for building a strong, receptive relationship with your product department, ensuring support insights are not just heard but acted upon. This session will move beyond just highlighting problems; panelists will share approaches for showcasing what's truly working within your product based on these rich, qualitative interactions. Attendees will learn how to cultivate deeper cross-departmental buy in, ensuring support-driven insights lead to impactful, customer-centric product development.