Usersnap Makes Website Feedback A Much Easier Process For Dynatrace

Results

1

Streamlined feedback into an easy to implement, easy to use, and easy to manage method.

2

Improved the accuracy of feedback tickets with screenshots and necessary information.

3

Closed the feedback loop and increased speed of responses to the feedback submitter.

Meet Dynatrace and Team

Dynatrace is the leader in modernizing and automating enterprise cloud monitoring using an all-in-one AI-powered platform. Dynatrace provides answers, not just complex data, about the performance of applications, the underlying infrastructure, and the experience of users. Over 1400+ enterprise customers trust Dynatrace to streamline their cloud operations and deliver unrivaled digital experiences.

The website team of Dynatrace works closely with the marketing team to offer the most valuable information and solutions to website visitors. While the documentation team works closely with platform end users to provide comprehensive documentation and help pages.
"The feedback process with Usersnap is really straightforward and that is what makes it great for us."
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The challenges

Dynatrace strives to offer best-in-class application monitoring for enterprise clients. It can be hard to ensure the best solutions and the best presentation of those solutions when collecting feedback was difficult. Dynatrace needed a way to be able to quickly and easily collect feedback directly from their website.

1. Collect and resolve feedback globally

With over 2000 employees globally, it is a challenge to ensure feedback is collected and sent to the appropriate person or team as quickly and accurately as possible. Email and personal messaging are not manageable and things fall through the cracks.

2. Report website issues easily

Dynatrace needed an internal feedback solution directly on its website that was easy to use and easily allowed for issues or feedback to be reported. Then to ensure that this feedback was quickly getting to the appropriate marketing person or member of the website team.

3. Track and follow-up the feedback received

With feedback being submitted, it was crucial to have a way to track the feedback. From when it was being submitted through to when the task was completed. Without an efficient way to track the feedback, keeping an overview of the project management is complicated.

The Solution

Intuitive visual feedback tool accessible for all website users

Usersnap provided a streamlined solution that works perfectly for Dynatrace internally to collect feedback on its website. By implementing the visual feedback tool, the Dynatrace team has been able to ensure they are presenting the best and most valuable information to their target customers. Those looking for comprehensive cloud monitoring.

Easy to implement widget that is also easy to use – Usersnap’s widget is built directly into the Dynatrace website with a simple script. Now there is no need to go through third-party email or messaging applications to send and receive bug reports and feedback from end users and internally.

Dynatrace using Usersnap to troubleshoot website issues
"In a global organization with over 2000 employees, an easy to use and streamlined feedback process, such as Usersnap’s tool, is essential to scale up internal feedback exchange."

An intuitive feedback process
– Using the feedback collection tool from Usersnap is very simple and effortless, allowing all the Dynatrace website’s relevant stakeholders to quickly submit issues and suggestions through the onsite feedback button.

Being able to easily take screenshots and make on-screen annotations is also a huge advantage. Ensuring clear communication in the troubleshooting process and timely understanding of exactly what a user is suggesting through visual feedback.  

This proved to be especially helpful in the recent updates of several key pages on the website. Graphical issues, typos and formatting matters can be conveniently reported and addressed with the user-friendly visual feedback tool.

Feedback with accurate collection of metadata, browser info, screen size, and URL – Having this precise information helps Dynatrace to better understand bug reports and recreate the environment to conduct testing. It streamlines the process of resolving tickets that, if any information is missing or inaccurate, can quickly point out and solve the problem. Usersnap uncomplicates standardizing tickets and allows developers and customer care to access necessary data easily.


Project management made easier
– Usersnap allows Dynatrace to improve project management efficiency. They can visually track task completion and assign tickets to the appropriate people quickly within the dashboard. The live conversations function also makes it easy to collaborate and resolve tickets in a timely manner.

"Sometimes it’s complicated to keep an overview of your project and task management. With Usersnap it’s now very simple - assign the right people, tick off the ticket when it’s done. That’s it."
Close the feedback loop – Dynatrace has been able to close the feedback loop with internal employees and colleagues who are submitting feedback. They can reply quickly via emails from the Usersnap interface.

Easily expand the feedback usage – With a modern and elegant design to the Usersnap widget that fits perfectly with Dynatrace’s new website and product design, as well as so much success utilizing the feedback platform internally, Dynatrace is looking to get more customer feedback from its product end users very soon. The team is looking forward to being able to quickly and easily collect user feedback such as NPS and use micro-surveys to understand user experience.

Customer Success Story from Usersnap
Gerald Haydtner
Web & Online Marketing Manager
Dynatrace

"Usersnap makes managing website feedback a breeze. The set up is also really easy - the transition to a new widget design was just switching a button in the backend without complication or downloading a different snippet which just wowed me."
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