Episode 472: Liran Haimovitch on Handling Customer Issues

Filed in Episodes by on August 11, 2021 0 Comments

Liran Haimovtich, CTO of Rookout, joins host Robert Blumen for a discussion of handling customer issues. The discussion covers types of customer issues; handling of issues by a customer-facing support team; how customer support can resolve issues; when issues cannot be resolved by support; escalation path to engineering; how issues are transferred from direct support to product engineering; support issues as a form of unplanned work; how engineering teams plan for support workload; difficult issues that take a long time to resolve; involving multiple engineering teams in an issue; and prioritizing work on support issues relative to new features and other types of work.


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