Debug User Complaints Better by Logging Errors in Support Requests
Entrepreneur & Co-founder of Imagine Easy and drop.io. I like cooking, board, & card games.
“Site doesn’t work”; “The app is broken for me.” “Page used to load but now something weird is happening.”
Sound familiar? Ambiguous customer feedback can be a big challenge, and a huge time sink, for many startups. The common response to these complaints is another request – for browser version, operating system, where they were on the site, what they were doing, etc.
Many of these requests never get a reply back, leading a startup team to wonder if the situation was a one-off or if they’re dealing with a serious problem they’re unaware of.
On our platform, we recently launched a new Spider Solitaire and Hearts game. We started getting these same ambiguous bug reports – like the ones I referred to above. However, instead of subscribing to one of the many tools out there, we did something that cost us nothing and was very effective.
What we did:
- Log console errors
- Attach them to the customer support form
Log console errors
tag, we added the following script:
Attach errors to the contact us form
Then, when a user writes in, we attach the object to the form. (Note, uses jQuery).
You’ll note that in the example above, it is assumed that the contact us form is a modal that appears on the page, which prevents the site from reloading and therefore losing the
object. However, if you need to send a user to another page, you can store the error output in local storage and retrieve it when you need to.
That’s all! Then the next time someone writes in concerned about an issue, you’ll have the specific stack trace they are referring to right in the email.
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