Usersnap

Great for UI/detailed feedback

Comments: I'm using it to get fine-grained feedback on my forms, pages and layouts. It gets me from 80% to 100%.

Pros:

The ability to markup screenshots is super useful, and makes visual feedback painless. Best way to polish an existing design.

Cons:

It's less useful for specs or feedback that require major structural changes to a page/layout. Also, the ticket filter system can get a little messy if you're not careful, but I suppose that's more on the user than the product - you give us an open-ended system, it's up to us to keep it organized.

Best in class for capturing user feedback!

Comments: We ran a 6 month private beta to improve usability with a new edtech start up. We had 400 users during private beta, and were able to collect a lot of new feature requests, enhancements and bug information. Now we are ready to launch and feel confident that we are delivering what the users want!

Pros:

I loved how easy this was to implement, and how every single user is able to quickly give effective in the moment feedback. Users comment all the time that they love this feedback feature, and it gives our new site even more credibility to have this tool. On the back end, the ability to create custom tags has helped us organize and track all the feedback for effective product decisions.

Cons:

No cons here. One thing to note in the back end - - when you create a custom view of the tickets, that view is only applied to your profile, and your other colleagues on the back end won't see it on their profile.

Usersnap was Critical to our Internal and External UAT

Pros:

Usersnap gave us the ability to easily obtain user input, both from our internal audiences and external. The screen capture functionality is very powerful for understanding the feedback and making it actionable.

Cons:

Sometimes the notes or arrows added to a screengrab are not in the exact position the user placed them at. This can cause confusion for the reviewer of the screen.

Usersnap smoothed out bumps in our QA process

Comments: The usersnap customer service team has been great, I've implemented use of it at two agencies now and it's one of the few pieces of software that run without a hitch.

Pros:

I love how easy it is for our clients to use- virtually no orientation needed.

Cons:

Convincing clients to sign into yet another platform to review their feedback is a stretch, but we've solved that with their integrations now. (Jira)

Great tool for customer support teams that has a lot of potential

Comments: Overall, Usersnap has been a great tool to help us provide our customers with better support, but I wish it did more.

Pros:

Their idea is simple and effective - it's a great way to get a quick snapshot from users to help troubleshoot issues or get feedback when working with users who may not be technologically-capable enough to know how to take a screenshot. Usersnap was a life saver for our company and helped us up our Customer Support game significantly. The interface is simple enough to figure out, and its integration with Intercom was perfect for our needs. The customization options to black out data was essential to for our HIPAA-compliant customers, and the attache JS console is perfect for quick debugging.

Cons:

It seems like the tool has a lot of potential, but essentially it just does one thing: lets users take screenshots. (I know they have since introduced their CX product for customer satisfaction surveying, but we never upgraded to this option). Some things I found that would make this better was: the ability to take full-page screenshots, or a co-browsing/screensharing feature, or have a more robust interface for us to be able to organize and categorize our screenshots better. It was useful for us at one point, but then we decided to switch over to a co-browsing tool instead because screenshots just weren't allowing us to provide the support we wanted.