Furthermore, when the problem is only happening in a specific environment, ie your customer is using a buggy add-on, it will be easy for your devs to have the context to replicate the issue ASAP. It’s especially handy for complex screen flows that are tricky to describe in a static screenshot.
Getting to see exactly what the customer is seeing is a light-bulb moment for your support agents and developers. Visual feedback allows your customers to just click, record, and send!
Plus technical terminologies can be a huge pain, using the right words is almost impossible, even for tech-savvy power users. While typing is time-consuming, video feedback takes just a few clicks. Visual and voice feedback capturing is a much more efficient way for a customer to clearly communicate their issue.įirst off, a video recording makes giving feedback quick and easy. TAKE A TOUR Why Use Video Capture For Feedback? Let’s find out how exactly you can satisfy your customers’ feedback faster using video capture, plus some tools to help you do it.Īnd if you’re still a newbie in SaaS and the feedback-driven approach to growing your product – first check out our comprehensive guide to the ABCs of customer feedback! Video capture can transform the customer support experience – saving time, energy, and frustration for both you and your customer. Show tech issues by screen recording and voice feedback instead of writing inaccurate explanations. Gosh, there’s got to be a better way to simplify customer feedback and support … and there is! Usersnap allows your customers to capture videos as bug reports or feedback directly on your website or web application. And finally, you record a Loom video to demonstrate the solution to the customer. Next, you create an issue on Jira for a developer. After 3 or 4 back-and-forths, the culprit turns out to be nothing more than the customer’s buggy add-on. You ask for more details they reply back a few days. They find your and write something vague, like: “My page loads funny and slow.” If you’re searching for a tool to capture video from a website to improve your support process, then most likely this is how your users typically send a question/complaint:
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