Improving client feedback with Usersnap

The Challenge
With new digital projects, it is easy to miscommunicate what exactly is being discussed and needs to be done
The Solution
Implementing visual feedback throughout the website development process to improve project management
tbk Creative is a marketing agency engineered to produce the highest quality web design and digital marketing solutions in Canada
The company is intentionally boutique (20 staff) to attract and maintain the highest quality clients and staff. tbk Creative is also used as an incubator to produce companies and technologies that make the world and industries better. Its first incubation was AODA Online (2013) which has since become Canada’s most popular commercial web accessibility software. If you have a mandate to grow your company’s revenue through the most effective web design and digital marketing solutions, tbk Creative can assist.

Meet the Team

tbk Creative is a boutique agency with a tight-knit team of front and back end developers, designers, digital marketers, account managers, a small executive team, and support staff.

When something didn't look quite right, or didn't work quite as expected, it was easy to miscommunicate what exactly was being discussed and what needed to be done.

The team would send multiple follow-ups to clients, via email and phone, just to get the browser debugging information they needed to replicate the scenario on the development machines.

Requests to visit “What’s My Browser?" When hiring highly skilled technical developers, the last thing tbk Creative want to happen to them is to be taken away from solving problems, dealing with repetitive tasks just to get debug information from non technical clients was just taking up too much time.
"Usersnap has changed the way we handle digital client feedback in every way”

the challenge

Miscommunication on digital projects

"The time wasted was monumental, and the stress and anxiety it created could be completely unmanageable at times.”
tbk Creative is a boutique agency with a tight-knit team of front and back end developers, designers, digital marketers, account managers, a small executive team, and support staff.

When something didn't look quite right, or didn't work quite as expected, it was easy to miscommunicate what exactly was being discussed and what needed to be done.

The team would send multiple follow-ups to clients, via email and phone, just to get the browser debugging information they needed to replicate the scenario on the development machines. Requests to visit “What’s My Browser?"

When hiring highly skilled technical developers, the last thing tbk Creative want to happen to them is to be taken away from solving problems, dealing with repetitive tasks just to get debug information from non technical clients was just taking up too much time.

Feedback from clients during alpha and beta of a website would also prove to be challenging to elicit. Terribly formatted emails, word documents or spreadsheets would often be used and an attempt at managing the specifics around the issues noted was nearly impossible.
The Solution

Visual feedback throughout the website development process

First and foremost, Usersnap - with it's bug tracking solution - solved the age old issue tbk Creative had in the web space of knowing precisely what parameters were involved when the issue was logged. Andre LeFort, VP of Technology continues: "With Usersnap, we know the browser, the viewport, the desktop, the locale, pixel density, user agent. This immediately addressed bottlenecks in our QA process." What was an added bonus was the ability to use Usersnap Track during UAT testing in our Alpha and Beta phases.

With Usersnap Track, tbk Creative now gets feedback from clients immediately and can act accordingly. Or as Andre LeFort puts it: "We’re able to use their initial feedback as the starting point for new feature requests, providing an effective manner in which to add even more value to the website."

By integrating Usersnap Track with GitLab, now tbk Creative gets direct submission of issues from Usersnap Track into Gitlab, reducing all manual work to get feedback to the development team.
“Usersnap fills a gap that was once a very painful part of the website development process.”

Results

Usersnap has changed the way tbk Creative handles digital client feedback in every way

When something didn't look quite right, or didn't work quite as expected, it was easy to miscommunicate what exactly was being discussed and what needed to be done.
“We’ve observed turnaround times of under 5 minutes when issues are logged to when they are assigned and completed. It really is quite astounding that we’ve been able to automate this feedback loop between our clients and development team.”
Andrew Lefort

VP of Technology
TBK Creative

Summary

More than 3,000 tickets solved. Hundreds of websites built, and 20 happy team members.
1

Faster turnaround time of tickets

With Usersnap, tbk Creative managed to reduce turnaround times of tickets to less than 5 minutes.
2

Highly motivated development team

Instead of dealing with follow-up questions on tickets and bug reports, the team of highly skilled developers can now focus on what really matters: Building better software solutions.
3

Even more  happy customers

With the Usersnap CX widget installed on prototypes and websites, tbk Creative can easily listen to their clients and build better web design.

Product Development

Speed up development cycles & enhance communication with visual feedback and Usersnap Classic.
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Customer Experience

Increase customer happiness with website & product feedback
from Usersnap CX.
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