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Usersnap for CS teams

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Usersnap offers many opportunities for CS teams to enhance their performance and establish a better connection with customers. By creating a continuous feedback loop, it enables teams to gather real-time insights and address issues promptly. Here’s how your CS teams can benefit from Usersnap:

Gathering insights

User feedback is the main driver for both customer support and customer success teams. Here are some ready-made templates to get to know your customers:

  • Measure customer satisfaction
    Use multiple satisfaction widgets (e.g. user satisfaction or customer engagement template) to find out what your customers think about the product/quality of the support.
  • Dive deeper with specific customer satisfaction metrics
    Whether you want to measure NPS, CES or CSAT, you can find templates for that.
  • Invite users to an interview or an onboarding session
    Check out our invitation templates or make one yourself from scratch.
  • Find out why your customers unsubscribe
    Use our churn questionnaire to understand the churn reasons.
  • Collect feature requests at all times
    With our Customer request via Sales & CS widget, you can log in the requests customers requested on the CS check-ins or while interacting with the support team.

Documenting & Managing the results

Documenting and managing customers’ feedback can be challenging… unless you have Usersnap. Here’s what you can do in our dashboard:

  • Reach out to the feedback submitter with our instant reply feature;
  • Organize feedback by priority and status (custom states are also available);
  • Add labels to easily filter out similar feedbacks;
  • Visualize your workload with the Kanban board view;
  • Evaluate and group the feedback using the Insights tab.

Collaborating with external stakeholders

Our public board allows you to collaborate on the feedback with your guest users. Here's what you can do with it:

  • Share the project’s overview with clients or colleagues outside the Usersnap team;
  • Comment and upvote on the feedback items to prioritize the most sought-after improvements/urgent fixes;
  • Use the public board as a ticket portal (Use the Add feedback button).

Integrations

Alternatively, you can integrate Usersnap with almost every tool out there: 35+ native integrations, as well as 5000 integrations via Zapier.

Here’s how you can seamlessly integrate your customer support tool with Usersnap and establish an efficient flow for collecting and managing customer insights:

  1. Add a link to your support chatbot to the feedback menu so that customers can always contact your CS team.

  2. Integrate your CS tool and Usersnap to instantly forward submitted issues/requests to your support team.

  3. If during the chat, users want a feature that doesn’t exist yet, the agents can submit a feature request via browser extension right away.

  4. They can then share a link to the limited board view, where customers can check the status of their request and make sure that it is considered by the product team.

  5. At the end of each interaction, the agents can share a customer satisfaction rater, which can be embedded into emails or chatbot replies.

Features available for higher plans

  1. Collect console log errors for your developers
    Our console log recorder allows you to pass any console log errors to your developers and works with every modern web framework out of the box.
  2. Customize your widget
    Design the survey in your brand colors to integrate it to your web application more seamlessly.
  3. Try out more project types
    With more active projects and team members (15 each), you can tackle more use cases and try out different types of widgets (NPS, CES, advanced bug tracking, etc.).
  4. Collect in-app feedback with Mobile SDK
    Use multiple types of in-app widgets (NPS, CSAT, feature request, etc.) to improve the app's performance and user experience.
  5. Unlock multiple new use cases with Rest API, for instance:
  • automated exports
  • custom-built feedback button and form
  • integration with Microsoft Power BI
  1. Connect Usersnap with Webhook
    Set up any integrations you like with webhooks.
  2. Talk to users all around the world in their native language
    Activate multiple translations to customize your widgets.
  3. Unlock even more active projects and users plus extra spaces
    Apart from having 25 active projects and users, you can use 5 extra spaces to better organize your projects (for instance, assign one space to one team).

Updated 5 months ago