Summary

What did we learn?

In this chapter, we reviewed the importance of the customer feedback loop in delivering a great customer experience and fueling the prioritization of the right products and features for the continuous improvement of APIs. We learned about designing scalable support channels for API products and the various teams that we partner with in the process. We also learned to tie the maturity of APIs to the level of support that a customer can expect and also how this expectation must be communicated to customers.

Now that we understand the value that support data can bring to the product development process and the metrics that can be used to measure the supportability of a product, we can use these channels to better understand the customer journey and evaluate customer experience metrics.