What is Support as a product?
Running support with the rigor a product team brings to its core product.
Support as a product is the practice of designing, building, and managing the support experience with the same rigor a product team applies to its core product: defining goals, mapping flows, instrumenting the journey, running tests, shipping improvements, and owning outcomes.
It reframes support from a reactive cost center into a designed, measurable, continuously improving experience.
See it on SupportWire
Related terms
- AI operations lead The owner of day-to-day AI agent performance: quality, tuning, and iteration.
- Knowledge manager The owner of the content an AI agent depends on. An agent is only as good as its inputs.
- Conversation designer The owner of how the AI agent communicates: voice, structure, and handoff logic.
- Support automation specialist The builder of the workflows and actions an AI agent can execute, not just answer.