The pace of change in software is dizzyingly fast. Development teams are perpetually adding, changing, and removing functionality from your products.
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Especially with SaaS products, these deploys have an immediate customer-facing impact, which comes back to your success and support teams in the form of questions or concerns. Preparing yourselves and your users for these disruptions is the difference between a happy customer and looking like you don’t know what your product does. Jake Bartlett, Customer Success Manager at Atlassian Statuspage, knows these pains all too well and has been a part of developing the right practices to ensure everyone is prepared.
In conversation with Jake Bartlett, Customer Success Manager at Atlassian Statuspage
Jake joins our podcast today to discuss tips on improving communication within your organization and with customers. His background in incident response arms him with a unique perspective on clear, accurate, and timely communication. The first vital step in ensuring nothing goes out the door without the proper training and advance notification is to get your support and success teams a seat at the release process table. After Jake outlines how to achieve that goal, he dives in on how to fully prepare customers when a major change goes out the door.
Please listen in as Jake helps us make sure that, from your internal preparedness to your customer awareness, you are all set to make that release!