Mukul is the Head of Support Engineering at PubNub, which powers apps for virtual work, play, learning, and health. Read Mukul Garg's full executive profile here.
The frontline support engineer is the first line of defense against customer frustration. Often armed with a smile, a patient demeanor and a seemingly bottomless well of troubleshooting knowledge, they're the gatekeepers to resolution. But in today's complex tech landscape, even the most seasoned hero needs a secret weapon: data and log searches.
By leveraging data captured during customer interactions and meticulously combed-through logs , frontline engineers can transform from information gatherers into proactive problem solvers. Let's break it down.Customer support interactions are a treasure trove of data. Every ticket logged, every chat transcript, every email exchange—it all paints a picture of the customer's experience. Here's how frontline engineers can utilize this data.
Log searches empower you to move beyond guesswork. They provide the evidence you need to pinpoint the root cause of issues quickly, communicate proactively with customers and collaborate effectively with other support teams. This transforms you from a reactive problem solver into a proactive hero, saving the day for frustrated customers and building trust within the company.Data and log searches are game-changers, but they're not magic wands.
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