How do you prepare your product support team for an MVP delivery?
Agile promotes the concept of Minimal Viable Product (MVP) which equates to a less sophisticated or cut down version of the ultimate product and can sometimes be released to only a sub-set of the market. It can represent over kill if the entire product support team is trained in supporting the MVP as the number of support requests can be low and some team members could forget what they have learned about the product if they don't receive any requests to support the MVP. It would be great to hear from anyone who has encountered this scenario and to know how you addressed it. Thanks.
I'd recommend a two-prong approach. 1) Train every team member who you expect to support the product on the relevant parts of the product. They may not need to know how to solve every probably but they do need to know who on the team can. I would then encourage you to send in some mock tickets yourself.
How quickly do they get responded to? Are the responses satisfactory? Are there knowledge gaps from the training showing up.
There will always be hiccups in a new launch but by having good support you can be known as a company that listens and empathizes with its users.