Extracting value from support logs

Your support team sits on a goldmine of user problems. Every ticket represents a real person struggling with your product. Support logs reveal problems users face every day. Consider the practices to handle them:

• Look for patterns in the complaints. If multiple users report the same issue, that's a problem worth solving. Pay attention to the language users use. Their words reveal how they think about your product and where mental models break down.
• Transform complaints into opportunities. A user who can't find a feature might indicate poor navigation. Confusion about pricing could signal unclear value communication. Each support ticket is a chance to understand where your product fails to meet user expectations.
• Create a regular habit of reviewing support logs. Set aside time each week to read through recent tickets. Look for trends and recurring themes. Share these insights with your team. This practice keeps you connected to real user problems and prevents you from making assumptions.