Product design question

You are PM at Walmart in the customer care team. Your team's objective is good customer's experience with their queries and grievance management. At the same time, Walmart has undergone a strategic partnership with Facebook. Design a product that fulfils your team's objective and leverage the partnership with facebook.

Practice this question out loud. An AI interviewer asks it, follows up like a real interviewer would, and scores your answer. Type or speak.

What this question tests

Whether you can design a support product that genuinely leverages a specific partnership rather than bolting it on superficially.

Clarify scope: a customer care tool for query and grievance resolution, using the Walmart-Facebook partnership as a real lever, not a decoration.
Identify the core pain point: customers waiting on hold or repeating their issue across channels before getting resolution.
Prioritize a Messenger-based support channel, leveraging Facebook's reach and messaging infrastructure customers already use daily.
Propose a concrete flow: customers start a grievance via Messenger, get automated triage for common issues, and seamless handoff to a live agent with full context for complex ones.
Address the leverage explicitly: using Facebook's identity and messaging platform reduces the friction of downloading a separate app or calling in.
Define success metrics: resolution time and first-contact resolution rate, with a guardrail on customer satisfaction score post-resolution.

Uses the Facebook partnership concretely, Messenger-based support, rather than mentioning it without a real product tie-in.
Prioritizes reducing repeated explanation across channels, the most common real complaint in customer care experiences.
Proposes automated triage for common issues paired with human handoff for complex ones, balancing speed and quality.
Names first-contact resolution rate as a metric that reflects real grievance-handling quality, not just response speed.

Designing a generic customer care tool that doesn't meaningfully use the Facebook partnership at all.
Ignoring the handoff problem between automated triage and human agents, a common source of customer frustration.

How would you handle a grievance that requires escalation beyond what Messenger support can resolve?
What would you measure to know the Facebook channel is actually reducing resolution time versus existing channels?