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BetterCloud’s Approach to Proactive Support

With the help of our engineering team and many man-hours from the support team, we were able to do the following:

  • Identify actions or error messages within the BetterCloud app that we wanted to track
  • Work with our development team to configure logs into easily digestible chunks and feed them into our error log management system, Splunk
  • Configure Splunk to email our Proactive Support team once an error alert is triggered
  • Before a customer can even submit a ticket, our team will reach out promptly using in-app chat (Olark) or via email with Zendesk. We are literally opening tickets on their behalf.

“Why proactive support should be the new standard of IT support” — Zendesk blog

 

I love this approach. Why wait for customers to contact you — or, worse, bail on you — before trying to solve the problems they face?

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