Customer-facing support teams feel the pain of a user running into an issue firsthand. They get the call, email, or intercom message informing them that something is broken for a user. And until they are able to help discover and fix the issue, your company is losing money. Does this sound like you or someone on your team? Great, read on!
Debugging vs strengthening customer relationships
If you work in customer support, reproducing and validating user issues almost certainly isn’t your favorite part of your job. It can be tedious, frustrating, and confusing, and it can feel like it is taking you away from the main purpose of your job: moving forward with your customers. When you spend time figuring out how to replicate an issue, you feel like you’re running in place while your customers are left annoyed and waiting, often without an accurate timetable for when their problem will be fixed.
But you have to spend time addressing these issues before they ever hit the developer’s desk; you have to make sure that problems holding back your product get fixed so they can get value from your product. Bugs are stopping your customers in their tracks, annoying them, and driving them away from you. And bugs are inevitable, so you’re seemingly stuck with this tradeoff forever:
- Debug and spend time tracking down software problems instead of moving forward with your customers, or...
- Don’t debug and let software problems send your customers elsewhere.
You have to go with the first option; as the front line of defense, support’s job is to unblock both users and developers. But at PlayerZero, we don’t believe this should come at the expense of moving forward with your customers. We’re making replicating issues a seamless experience by putting together the best possible issue report for your developers at the click of a button, so you don’t have to waste time going back and forth trying to figure out what causes a bug.
The costs of debugging
Debugging forces you to spend hours – sometimes many hours – trying to decipher a user’s account of an issue or replicate a bug. Tracking down bugs can be extremely time consuming, and only after the bug is well understood and confirmed to be reproducible can the developer actually start fixing it, meaning that many hours or even months can pass before a bug is fixed.
Every minute you spend clicking around your application or trying out unusual sequences of actions on your web page is a minute you don’t spend building relationships with your customers. Debugging takes time that you could spend building relationships with customers. While you’re navigating through your application or webpage trying to replicate a problem that a user had, you aren’t outreaching, getting feedback, or moving your product forward.
The costs of not debugging
Not putting the time into reproducing and fixing bugs isn’t a great choice, and lengthening your backlog with additional deprioritized issues is a short-sighted recipe for disaster. Users won’t be able to get value out of your product, the users who reported the bug will feel like you don’t care about them, and the users who encounter the bug but don’t report it will typically leave without a word.
Bugs drive users away and hurt your brand. And the longer you put off fixing a bug, the harder and more expensive it becomes to fix. You have to debug as soon as possible, or bugs can cripple your product and become crushingly expensive and time-consuming to fix.
Debugging is a necessary evil. It can be time-consuming, frustrating, and aimless, but you need to do it to keep your application working for your customers. This is where we come in…
Save time debugging with PlayerZero
So you’re caught between the whirlpool of debugging, which can suck you in for massive amounts of time with no hope of escape, and not debugging, which leaves customers’ technical problems unaddressed. If you debug, you could end up spending hours staring at your application trying to figure out what labyrinthian path through your application a user took to run into some gamebreaking bug.
PlayerZero takes over the job of writing bug reports by allowing you to send a user’s entire session to your developers. You click a button, devs get a full bug report. PlayerZero gives developers an interactive replay of all the steps that a user took, so devs have no trouble reproducing issues and can get straight to fixing them.
PlayerZero plugs up the debugging whirlpool, so you can spend less time debugging and more time strengthening customer relationships.
To recap, PlayerZero helps you...
Debug faster & easier
Everyone involved in the bug finding & fixing processes has to spend less time on bugs so they can focus on more productive things.
Fix bugs sooner
Bugs spend less time frustrating you users because they get squashed sooner.
Bugs lose you customers. Fixing more bugs faster means they have less time to infuriate customers and cause them to leave.
Spend more time moving forward
Spending less time debugging means you can spend more time doing things that push your product forward, strengthen your existing customer relationships, and grow your business.