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