Support teams are often the first to see patterns in customer issues. That makes them a valuable source of product feedback.
The problem is that this information does not always make it back to the product team in a structured way.
Ad hoc feedback can get lost or overlooked. Without a clear process, important insights may never be acted on.
Creating a consistent feedback loop helps ensure that trends are identified and addressed. This can lead to fewer tickets over time and a better overall product.
Support should not just react to issues. It should help prevent them.