With Zipy, we've drastically reduced our initial debugging time from an average of 4 to 5 hours down to just 1 hour.

How Mindtickle Reduced Debugging Time by 80%?

‍Mindtickle is a leading sales enablement platform, empowering companies like Ford to train their sales teams and close more deals. They provide a vital service, ensuring sales representatives are well-equipped to pitch complex software solutions effectively. However, even with the best training, software can encounter unforeseen issues. That's where the challenge of diagnosing and resolving user problems arises. For Mindtickle, understanding the "what, where, and why" of user-reported bugs was critical to maintaining customer satisfaction and ensuring their platform ran smoothly.

The Challenge: Pinpointing Intermittent Issues in a Complex Platform

Before adopting Zipy, Mindtickle’s developers were limited by traditional debugging methods which made it quite problematic to fully understand user experiences when investigating reported issues. When a customer encountered an error, Mindtickle’s team would have to rely on descriptions and attempt to replicate the problem in their own environment. This was particularly difficult with intermittent issues, where the problem might not occur consistently or in a controlled setting. They had tried tools like DataDog, Sentry, and Mixpanel to monitor errors and user behavior, but these solutions didn't offer the visual, real-time insight they needed. This lack of visibility made debugging time-consuming and frustrating for developers and customer success representatives alike.

The Solution: Zipy's Session Replay for Instant Clarity

Mindtickle turned to Zipy, a session replay platform, to tackle these challenges. Zipy's real-time visual screen recordings offered a game-changing solution by giving the team an inside look at how users were interacting with the Mindtickle platform. Now, when a customer reported an issue, Mindtickle could quickly access a Zipy session replay of that particular user's interaction to see exactly what had happened, where it occurred, and often, why it occurred.

The visual session recordings from Zipy, with highlighted errors, were helpful in quickly understanding user issues. It eliminated the need for guesswork and allowed Mindtickle's customer success team to handle many user issues independently.

The Impact: Faster Resolution and Improved Customer Experience

The impact of Zipy at Mindtickle has been significant:

• First Point of Contact: Zipy has become the first place the team turns to when a production issue is reported. The team now stores the Zipy URL in Mixpanel and DataDog, allowing for quick access to the relevant session. This streamlined process helped Mindtickle get to the root of issues quickly.
• Empowered Customer Success: Zipy empowered the Customer Success team to resolve many issues on their own without needing to involve developers. In many cases, the customer success team can now resolve issues independently simply by reviewing the session replay within Zipy. This has reduced the burden on the development team and allowed for quicker resolution of customer issues.
• Reduced Debugging Time: With Zipy, the initial debugging process has been significantly reduced.
• Improved SLAs: Mindtickle saw a noticeable improvement in meeting Service Level Agreements (SLAs), with those customers who opted for Zipy integrations showing higher SLA success rates than those who didn't. This resulted in happier customers and a more efficient support process.
• Improved Error Analysis: By utilizing Zipy's error dashboard, Mindtickle can now identify error trends and prioritize critical issues. This data-driven approach helps them focus on the most impactful improvements for their platform.

Why Zipy? The Deciding Factor

When choosing a solution, Mindtickle compared Zipy with another platform and they saw Zipy stood out due to its superior session replay capabilities. The ability to track a user's actions down to the second and see the console logs at each point made troubleshooting much more efficient.

"The session replay of Zipy is way ahead. We're able to track by simply clicking on the issue and see what particular second it's happening and the console log at that time. We found this to be very accurate compared to other platforms."

Rahul Sharma,

Senior Frontend Developer at MindTickle

Conclusion:

Mindtickle's experience with Zipy demonstrates the power of real-time visual data in solving complex software issues. By adopting Zipy’s session replay, Mindtickle has not only streamlined its debugging process but has also significantly improved its customer service, leading to happier and more loyal clients. This case showcases how the right technology, combined with a commitment to user experience, can lead to significant gains in efficiency and customer satisfaction.