How Cursor will change how you support your customers forever
This AI code editor just gave support teams the best tool I've ever seen
Person 1: “I was also able to replicate the issue. Found this [line of code] in the code.”
Person 2: “This is great insight! Did you use Cursor for this insight?”
Person 1: “Yep”
This is nearly word-for-word correspondence that took place this week between our support and engineering teams. In a matter of minutes, we narrowed down a key client technical issue so the engineering team could put in an easy code fix.
You may be saying, “So what? My support team does this all the time”. The difference is that this support rep was able to find the issue right in the code, and they did so in minutes! How is this possible? The tool that rules them all just made it possible: Cursor.
Cursor is an AI-powered code editor that combines advanced AI capabilities with a familiar developer interface to enhance coding productivity. It features intelligent code suggestions, automated error detection, and powerful documentation capabilities that allow anyone to write, understand, and debug code more efficiently without needing to be all that technical.
How does it do this? Just like ChatGPT or Claude, you can use simple prompts to ask it to do things such as create code or find issues.
Cursor is that tool that will give your support team the power they always wanted
Cursor can significantly enhance the effectiveness of support teams working with highly technical platforms in several ways. I’ll walk through a few use cases on how this AI-powered code editor will transform your technical support operations:
Issue analysis and debugging
Support teams can use Cursor to quickly analyze complex code issues that customers report. The AI Chat feature lets support agents ask questions about unfamiliar code and get immediate explanations without needing to be experts in every technology stack.
When a support ticket comes in with attached code, Cursor can help identify bugs and suggest fixes in real-time, even if the support agent isn't deeply familiar with the specific framework or language. This is the exact use case I explained at the beginning. Instead of a support rep replicating the issue in your user interface and kicking it over to the engineering team, they can go deeper into the code and find the exact problem area. It will only be a matter of time before that same non-technical rep will use Cursor to suggest the actual code fix.
When reviewing customer code, Cursor also understands the entire codebase context. This allows support reps to get relevant answers about how specific parts of the code interact with the rest of the system, leading to more accurate support. No more suggesting a fix in one place only to have it break somewhere else. This should make engineering teams even more efficient and increase customer satisfaction.
Documentation generation and knowledge base building
“We don’t have any documentation on how to configure that integration”.
That was my Slack message last week to my product team. A client wanted to use one of our new features, but we’d yet to create the documentation, being an early-stage start-up. Thanks to Curor, we had a fully flushed-out " how-to” document that we could add to our knowledge base in less than five minutes. I was completely blown away.
Our product manager simply asked Cursor to document the setup and troubleshooting process for this codebase for this integration. I was then able to take this and use Claude to format the language into a proper knowledge base article that reflected the tone of our other articles. Boom. Done. Next.
This completely blew my mind. We have a way to fill in our knowledge base gaps so we can better leverage Siena.cx to use AI to respond to our customers.
Side note: Technical writers should be very scared.
Support script creation
Support teams often need to create diagnostic scripts or code snippets to help customers. Cursor can generate these scripts quickly based on natural language descriptions of what needs to be accomplished. The composer can analyze your code and create these snippets for you.
Training and onboarding
New support team members can use Cursor to learn unfamiliar codebases more quickly. They don’t need to rely on outdated documentation or training videos. They can get their answers right from the source by asking questions about specific sections of code and get explanations that help them understand the technical platform faster. This is absolutely mind-numbing.
Where do we go from here?
Cursor just completely changed everything related to creating and reviewing code (and more). This will speed up everything. It’s only a matter of time before a customer’s question is directly queried in a system such as Cursor, which bypasses the human agent. At the very least, we’re not far away from eliminating a knowledge base altogether, as answers can be derived directly from the code and translated into easy-to-consume articles, diagrams, or how-to videos on the fly. The pace of development is happening at light speed.
Ask your engineering or support leader if they are aware of Cursor. If they haven’t heard of it yet, they soon will. This is a complete game changer.
PS: My book “The Strategic Customer Success Manager” is coming along. I’m working through my next chunk of edits so I can get those back to the editor. Follow me on LinkedIn, where I’ll post the book cover options and ask you to weigh in. If you are interested in being part of the launch team, just leave a comment or DM me.