How Pazcare uses Zipy everyday to solve customer issues 2x faster

The Problem

With Pazcare’s desire for rapid growth, they wanted to ensure that the quality of user experience on the platform was optimum. As a startup with a lean team, finding time to complete many ad hoc activities was a challenge.

It was also becoming increasingly difficult to identify the user flow for each of the reported issues in production due to the rapid pace at which customers were being onboarded. Their tool at the time simply shared a list of errors. This meant that to utilise this information further, the developers and the customer support team would need to -

1. Try every scenario to reproduce the bug.
2. Make calls back and forth with customers to know the exact steps to reproduce the bug.
3. Conduct an impact analysis to determine the criticality.

Productivity and TTR

This would irk customer support and developers because their productive time was being spent on ad hoc production bugs. It was time-consuming and they had limited bandwidth. They needed something better to improve the overall productivity of the team, which is when Zipy stepped in.

The Solution

Zipy's capabilities was exactly what Pazcare needed. After spending less than 5 minutes to install, they were ready to address the glaring issue. Integration with Slack was done on day one and that enabled their team to receive the top three critical errors daily. These included Javascript and Network errors on the customer’s end.

This two-step process helped them ensure that they stayed on top of the customer experience. On a day-to-day basis, these top errors are discussed in scrum meetings and assigned a priority. Each error had a list of all the sessions where the bug occurred.

• The session replay displayed all of the steps that the user took. Guesswork became minimal.
• These sessions covered all of the details needed to recreate the scenario, such as the browser, operating system, release version, and location.
• It was easy to learn user behavior and improve platform stability as well as user experience using Zipy.
• Maintaining customer data privacy and security of data without impacting performance was also critical.
• As per Manish, this is another reason why Pazcare chose to go ahead with Zipy as all this was taken care of and well documented.

“Zipy aided us in increasing the overall productivity of our developers, QA teams, and customer support representatives. We also improved the customer experience by acting proactively rather than reactively. The Time To Resolution was cut by half, which was a huge accomplishment for the team as a whole.”

Manish Mishra (Co-founder & CTO Pazcare)

Impact

Zipy was able to reduce the number of support tickets by 30% as Pazcare started fixing bugs proactively.  Manish noted that this also reduced his team’s TTR by ~50%. Zipy has specifically assisted Pazcare with the following:

• Reducing the number of customer calls to recreate the issues.
• Debug critical bugs reported by customers in minutes.
• Saving up to 50% of developer time for debugging issues.
• Shifting from a reactive to proactive bug fixing mode on daily basis.
• Improving teams’ productivity significantly as our developers now get to focus more on innovation rather than debugging.