Guide for Usersnap as your main customer support software


A couple of days ago, there was a customer who came in to ask us if we knew about some great customer support tools. Obviously, we told them about Usersnap and what it does for bug tracking. They didn’t realize that it does just that this customer wanted it for customer support.

Here’s the good news.

We all know that Usersnap is your best visual and customer feedback, as well as bug tracking tool during development. But did you also know that Usersnap can be the best customer support tool for you as well?

Visual communication along various workflows

A lot of companies use Usersnap as their priority feedback & bug tracking tool during prototyping, development and QA. However, after their websites or web apps go live, some companies may overlook the importance of collecting feedback from real users and customers.

In these cases, Usersnap is usually disabled and a normal text-based customer support software is enabled. But here’s the deal: Usersnap can also take care of your customer support requests.

Let me show you why Usersnap can and should be your customer support tool.

Website feedback improves the user journey

Usersnap as your customer support software

With its Customer Care feature, Usersnap enhances your customer support & communication with browser screenshots.

If you’re already using Usersnap during production, I recommend creating a new project in the Usersnap dashboard called “Customer support tickets” (just as an example).

Some website feedback questions one can ask

Optional: You can limit the access to your new customer support tickets. For example you can provide access only for team members who will be dealing with the incoming support tickets.

After creating the new customer support tickets project inside Usersnap, the next step is to embed the feedback & support widget on your website.

Because the feedback widget is the main interface for your customer support, I recommend adjusting it to your needs.

Side note: find out more on customer feedback and how customer support software can help with this ^.

You can do this in the widget configuration tab of your project where you can customize the feedback form which will be displayed on your website. Some of the things you can customize are fields such as title, email address and labels.

You can also choose to make annotation tools available for the customer or not. Whichever customization you settle on, a screenshot will always be attached to a customer support ticket.

dashboard showing conversations with customers

Activate customer care features

After installing and setting up your Usersnap widget, you are now just one step away from getting customer support tickets to your Usersnap project. You just need to activate the Customer care feature in the general settings tab of your project to communicate with your customers via Usersnap.

Everything in one place

Usersnap is the ideal choice for any company and especially for smaller ones who want an alternative to the high-priced customer support software found in the market.

With the Usersnap as your customer support tool, you can receive and reply via email to your customer inside the Usersnap dashboard. No need for a separate, expensive customer ticket support system.

The best thing about Usersnap as a customer support tool is that because customers do not need a Usersnap account, all your website visitors and web app users can use the widget to send their feedback.

Want more? There is no limit to how many users and to how many tickets are sent via Usersnap.

Final thoughts on Usersnap customer support software

Statistics dashboard for customer feedback analysis

The development of a website does not end when your website or application goes live. Something is always changing or needs to changed. Believe it or not, a lot of the issues are brought to our attention by our very own users, outside of our own development team.

So don’t think your feedback cycle is over once you hit that ‘Go Live’ button. On the contrary, it is from this point on that you would need the perfect tool to communicate with and gather feedback from your users.

This article was brought to you by Usersnap – a visual customer feedback and customer support software.

Capture user feedback easily. Get more insights and make confident product decisions.

Microsurveys by Usersnap

Getting feedback has never been easier and we hope you’ve realized that after reading this article. Let us know what you think, your feedback is important.

And if you’re ready to try out a customer feedback software, Usersnap offers a free trial. Sign up today or book a demo with our feedback specialists.