Live Chat with Jen Weaver - Episode 2!

Let’s talk about product launches. You may have been there—new features rolling out should be cause for celebration, but with customer and team questions piling up, it can leave your support team scrambling. But what if it didn’t have to be this way?

In this edition, we’re unpacking how Ashley Gutierrez-Seiler from YNAB transforms chaos into clarity during product launches. As a Product Support Liaison (PSL), she bridges the gap between fast-moving product teams and support specialists, ensuring everyone is prepared to tackle customer needs.

But first, quick links:

• Check out our new playbook library - subscribers like you get access to our full content library of playbooks and templates, including Ashley's task template and enablement playbook!

• Subscribe to listen to the podcast on your preferred podcast app.

• Check out the video podcast here!

Ashley’s Secret? Preparation and Tools

Ashley’s approach is rooted in proactive preparation and leveraging tools like Asana, Guru, and TextExpander. Here’s a sneak peek at her strategy:

1. Start by Aligning with Your Peers: Meet with your team to review and standardize the release process, taking notes on pain points and areas for improvement.

2. Build Relationships with the Product Team: Collaborate with product managers to align on feedback timing, share customer insights, and stay informed about release schedules.

3. Create a Centralized Process: Document and organize tasks into shared templates, categorizing releases by impact level, and assigning clear roles for each task.

4. Educate Frontline Specialists: Use tools like Slack and Guru to provide regular updates, walkthroughs, and resources tailored to team needs.

5. Train in Phases for High-Impact Releases: Train a core group first to address early customer inquiries, then expand training to the full team with refined workflows.

6. Monitor and Iterate After Launch: Track customer inquiries, archive completed projects, and refine templates to improve the process for future releases.

Why This Works

Ashley’s repeatable process empowers her support team to:

• Answer customer inquiries confidently as soon as they land in your inbox.

• Avoid surprises during launches.

• Keep up with the fast-paced demands of product teams—all without slowing them down.

Her focus on iteration means the process gets better with every release. “Good enough” beats perfect every time when it comes to moving quickly without sacrificing quality.

Get the Playbook

Want to use the same tools and templates as Ashley? Subscribe to our email newsletter to get the step-by-step PDF playbook and the Asana task template Ashley’s team uses for seamless product launches.

Check out our new playbook library!

Let’s keep making customer support smoother, one process at a time.

💖 Jen