Using crash reporting to improve technical support

If used correctly crash reporting will improve your team's technical support abilities while decreasing time spent on individual issues.

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Joey P.

Improve your approach to technical support by getting data on your user's worst interactions with your code

Picture this. Your customer is happily using your software, which they love and have come to rely on to run business-critical tasks. And then, it crashes. Cue customer annoyance. And if it happens too often, and you don’t solve it quickly, they might begin scouting the competition for a change in provider.

Software crashes, it’s a just a fact of coding life. Since you can’t avoid it, it’s important to mitigate crashes so your software is the most stable it can be. You need a ready-to-use solution that will provide you with all the information your support engineers need to fix critical bugs quickly. You need a tool that maximizes your internal workflow with data-rich direct notifications and easy-to-prioritize reports.

Here is your guide to how the best crash reporting software, like BugSplat, will improve customer support, make your team more productive, and help you solve bugs.

Choose a tool that easily replicates bugs

Replicating an issue is key to fixing it, but this isn’t always possible with customer-generated reports, as users might not know what your engineers will be looking for. The average user is very bad at passing along data actually useful for finding fixes to crashes. So you need a report that automatically collects these pieces of information.

Any actionable bug report needs to aggregate information that is critical to finding a fix. Crash reporting software collects application names, versions, user descriptions and complete stack traces which make diagnosing issues much easier.

Atlassian’s Hipchat team found that using BugSplat meant gaining “a real-time look into the health of our product and the ability to really dig deep into what the possible problems could be.”

Embrace direct alerts

You want to make your support team’s life easy, to do so adopt a solution that is integrated with your primary internal communication platform, like Slack for instance. This way, your support team will receive direct alerts so they can detect problems before they become issues for your users. You can even personalize the frequency of alerts: for instance, you can receive notifications as crashes happen or get updated by an hourly, daily, or weekly digest.

Prioritize bugs to solve

Not knowing which bug to address first is a real issue for support teams. As useful as direct alerts are, they shouldn’t translate in a reactive-only workflow. Quickly identifying bugs that are affecting multiple users is more important, and for this, you need a built-in analytics tool complete with charts and detailed data to uncover how often your application and users experience any given crash. A bug-reporting tool that groups similar crashes together is key.

Additional visibility on the bugs commonly affecting users means that your engineering team will always be prioritizing key pain points for optimal customer support.

Don’t just fix your crashes - splat them. Start your 30-day free BugSplat trial today to experience first hand how our features, created with support engineers in mind, can turn your software bugs into solutions.

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