Best Resources for Product Support Specialists

Whether you’re looking to deepen your expertise, stay updated with industry trends, or find practical tools to enhance your workflow, the right resources are essential for continuous growth and success.

This guide will introduce you to the best resources available for product support specialists, providing you with a curated selection of valuable materials to enhance your skills and knowledge.

Let’s get started!

TL;DR

This is a professional who provides technical assistance and support to customers, troubleshooting issues and guiding them through product features.
A product support specialist handles inquiries, resolves technical problems, and ensures a smooth user experience.
To excel, leverage resources like books (e.g., “The Effortless Experience”), webinars (Userpilot, Zendesk), blogs (Userpilot Blog, Zendesk Blog), and podcasts (“The CX Cast”).
Essential tools for product support specialists include Userpilot for user onboarding and product adoption, Zendesk for customer support management, and Freshdesk for ticketing and customer communication.
Looking to improve user onboarding and product adoption? Consider Userpilot for its no-code in-app guidance and analytics capabilities. Book a demo today!

What is a product support specialist?

A product support specialist is a professional responsible for providing technical assistance and support to customers using a company’s products.

In the SaaS industry, this role involves troubleshooting issues, guiding users through product features, and ensuring customer satisfaction by resolving their queries efficiently.

What does a product support specialist do?

A product support specialist handles customer inquiries, resolves technical problems, and provides guidance on using a company’s products effectively.

They work closely with customers to troubleshoot issues, offer solutions, and ensure a smooth user experience. In SaaS, they may also help with onboarding, training, and product updates.

Product support specialist’s main responsibilities

A product support specialist plays a crucial role in ensuring customer satisfaction and product efficiency.

Here are the main responsibilities and duties:

Respond to Customer Inquiries: Provide timely and accurate responses to customer questions and issues.
Troubleshoot Technical Problems: Diagnose and resolve technical issues customers encounter with the product.
Guide Product Usage: Assist customers in understanding and utilizing product features effectively.
Onboard New Users: Help new customers get started with the product and ensure a smooth onboarding process.
Document Support Cases: Maintain records of customer interactions, issues, and resolutions.
Collaborate with Development Teams: Work with product and engineering teams to address bugs and implement improvements.
Provide Feedback: Share customer feedback with relevant teams to enhance product features and user experience.
Conduct Training Sessions: Offer training and educational sessions to customers on product use.

To further develop your skills and knowledge as a product support specialist, explore these resources:

Best books for product support specialists

Reading books by industry leaders and experts can provide valuable insights and practical advice. Here are some essential books for product support specialists:

“The Effortless Experience” by Matthew Dixon, Nick Toman, and Rick DeLisi – Insights on reducing customer effort and improving loyalty.
“Customer What? The Honest and Practical Guide to Customer Experience” by Ian Golding – Actionable advice and real-world examples on customer experience.
“The Customer Support Handbook” by Sarah Hatter – Practical advice on providing excellent customer support.
“Delivering Happiness” by Tony Hsieh – Lessons on creating a culture of customer service from the CEO of Zappos.
“The Best Service is No Service” by Bill Price and David Jaffe – Strategies for eliminating ineffective customer service.

Best webinars for product support specialists

Webinars are an excellent way to stay updated on the latest trends and strategies in customer support. Here are some top webinars for product support specialists:

Userpilot Webinars – Webinars on customer experience topics, including user onboarding and product adoption.
Zendesk Webinars – Sessions on customer support best practices and new features.
CX Network Webinars – Webinars on a wide range of customer experience topics.
Qualtrics Webinars – Webinars on customer experience management and metrics.
HubSpot Service Hub Webinars – Webinars on customer service strategies and CRM integration.

Best blogs for product support specialists

Blogs are a great way to keep up with the latest insights and trends in customer support. Here are some of the best blogs for product support specialists:

Userpilot Blog – Insights on user onboarding, product adoption, and customer feedback.
Zendesk Blog – Articles on customer support strategies and industry trends.
CX Network Blog – Features articles on customer experience strategies, case studies, and industry trends.
Qualtrics Blog – Provides insights on customer experience management, including best practices and research findings.
CustomerThink Blog – A community-driven blog with articles from various CX professionals and thought leaders.

Best podcasts for product support specialists

Podcasts offer a convenient way to learn from industry experts and stay inspired. Here are some of the best podcasts for product support specialists:

“The CX Cast” by Forrester – Weekly insights and strategies from Forrester analysts on customer experience.
“The Customer Experience Podcast” by CustomerGauge – Interviews with CX leaders discussing best practices, strategies, and industry trends.
“Experience This!” by Joey Coleman and Dan Gingiss – Explores unique and innovative customer experiences across different industries.
“Support Leaders” by Support Driven – Discussions on the latest trends and challenges in customer support.
“The Modern Customer Podcast” by Blake Morgan – Interviews with customer experience leaders and experts.

Best certifications for product support specialists

Certifications can enhance your professional credentials and provide in-depth knowledge of customer support. Here are some of the best certifications for product support specialists:

Userpilot Certification – Certification programs on user onboarding and product adoption.
Zendesk Support Certification – Certification for mastering Zendesk support tools and techniques.
Certified Customer Experience Professional (CCXP) – A globally recognized certification from the CXPA.
Customer Experience Management (CEM) Certification – Offered by Forrester, covering key aspects of CX management.
Certified Customer Service Manager (CCSM) – Certification focused on customer service management from the Customer Service Institute of America.

Best tools for product support specialists

Using the right tools can significantly enhance your efficiency and effectiveness as a product support specialist.

Here are ten essential tools:

Userpilot: Best tool for user onboarding and product adoption – Helps guide users through product features and increases adoption rates.
Zendesk: Best for customer support management – Manages customer inquiries and support tickets.
Freshdesk: Best for ticketing and customer communication – Streamlines support tickets and customer interactions.
HubSpot Service Hub: Best for integrated customer service – Combines customer service with CRM capabilities.
Jira Software: Best for issue tracking and project management – Tracks issues and manages support projects.
Confluence: Best for documentation and collaboration – Provides a platform for creating and sharing support documentation.
ChurnZero: Best for customer success management – Monitors customer health and engagement to reduce churn.
ClientSuccess: Best for customer lifecycle management – Manages customer relationships and tracks success metrics.
Zoho Desk: Best for multichannel support – Provides support across multiple channels, including email, chat, and social media.
Notion: Best for managing different clients at the same time.

Conclusion

Professional growth is a continuous journey, and investing in your development is key to staying competitive in the field.

We hope this guide has equipped you with the tools and knowledge needed to excel in your role.

Looking into tools for product support specialists? Userpilot is an all-in-one product platform with engagement features and powerful analytics capabilities. Book a demo to see it in action!

Best Resources for Product Support Specialists

TL;DR

Product Teams Can Use Userpilot to:

What is a product support specialist?

What does a product support specialist do?

Product support specialist’s main responsibilities