Collaborating on a New User Feedback Process with Limited Influence

You are a product manager tasked with improving the user feedback process for a SaaS analytics tool. Your aim is to involve the customer support team, but they are skeptical about taking on additional responsibilities without direct reporting lines. A recent drop in user satisfaction scores indicates urgency. Your task is to propose a plan to align them with your initiative, despite not having authority over the team. You cannot offer additional resources or change team structures. If you have not faced this exact situation, describe how you would handle it.

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