88% of People Are Leaving Your Site

February 10, 2022

Bugs suck. Say you’re trying to order an item and every time you enter your credit card, your cart gets reset, or every time you try to change the color of an item, you lose the coupon you entered. You’re exasperated. You’ll probably leave the site frustrated, without completing your order or reporting the bug. 

Less than 4% of users that encounter a bug will report it and 88% of users that encounter bugs will abandon an app. Bugs cost businesses customers and businesses often don’t learn which bugs are driving customers away.

Bugs prevent your users from seeing how great your product is. They prevent you from providing value to your users by helping them achieve their goals. Bugs can make your potential customers feel confused about how to use your product or incapable of accessing your product. We want to ensure that as few of our customers as possible run into bugs and the ones who do get what people want most from customer service – a fast response time.

Don’t make users responsible for reducing user churn.

We don’t want users to be responsible for reporting bugs. It’s not their responsibility to try to help you fix your problem that they’ve already been inconvenienced by. A restaurant wouldn’t hand a customer a spray bottle after they complained that their table was dirty, so you shouldn’t ask your users to do work when you’ve failed them. And while you benefit from them reporting a bug because their report can help you avoid losing future customers, the user who reports a bug might not, since the bug might be fixed long after it is no longer relevant to them

Even if a user does report a bug, you’ve only just begun an inefficient game of telephone trying to communicate what happened to the people who can fix it. Users likely aren’t qualified to describe bugs in a way that best helps developers fix them, meaning that you’re often wasting the time of your users, support members, and developers as they try to sort out what has gone wrong and how to fix it, all while you’re losing users to the bug. Then you (hopefully) finally fix the bug – well after many users have moved on from your product or forgotten about it.

How to stop losing customers to bugs

To stop losing customers to bugs, you need to increase the rate at which users report bugs and minimize the time between a bug being reported and being fixed. To achieve the first goal, we must reduce the cost to the user of reporting bugs. If bug reporting is short and simple, more people will be willing to do it. We don’t want to saddle our users with the additional job of writing a strong bug report themselves when they’re most frustrated. This is a difficult job that our users likely don’t have the experience to do well, meaning that fixing a bug reported by a user may take even more time

To minimize the time between a bug report and a bug fix, our second goal is to get a thorough and accurate account of exactly what the user did leading up to encountering the bug. Our developers have all the information they need to diagnose and fix the bug. We need to get this account to our developers as quickly as possible. This might appear to be in conflict with our first goal, but PlayerZero can achieve both by automating much of the bug reporting process.

PlayerZero helps you give your users a good experience.

PlayerZero minimizes what the user themself has to input to report a bug and also records a thorough account of the actions the user took leading up to the bug. PlayerZero puts newly arisen bugs in front of developers faster while giving them all the information they could need to understand what caused the bug. This cuts down the time that bugs can spend driving potential customers away and losing you money.

With PlayerZero, a user reports that they’re experiencing an issue and simply types in what broke and when it broke. They don’t have to waste their time trying to give an accurate and detailed account of what happened. This means you hear about more of the bugs users experience without frustrating your users with the task of writing out a bug report when they’re already annoyed by the bug. Your users can feel heard without feeling further inconvenienced.

Your developer then gets to see exactly what the user was doing leading up to their bug report. They can watch PlayerZero replicate the user’s actions as they navigated the application. PlayerZero puts the user in front of your developers so that your users’ bugs are completely understood by the developers who can fix them. Developers can see exactly how your users run into the bugs that can drive them away so they can fix them faster.

PlayerZero allows developers to pause (or predetermine at what step a replay will pause), change the application, then continue a simulation with user data determining how the simulation proceeds through the application. PlayerZero lets your developers debug as if your users are right in front of them – you can sign up and see it for yourself

This means your developers can diagnose and fix the problem much faster and more easily without needing to go back and forth with support members to figure out what happened at the level of detail they need.

PlayerZero helps you reduce churn.

By giving the developer the ability to learn more about user issues sooner, PlayerZero enables engineering teams to fix what matters – the bugs that cost you users – quicker. When you eliminate bugs faster, you significantly reduce customer churn. See how PlayerZero lets you deliver a better experience to your users and increases your team’s ability to move fast and code with confidence.


Written by:
Tim Schmitz
Additional Articles

88% of People Are Leaving Your Site

February 10, 2022

Bugs suck. Say you’re trying to order an item and every time you enter your credit card, your cart gets reset, or every time you try to change the color of an item, you lose the coupon you entered. You’re exasperated. You’ll probably leave the site frustrated, without completing your order or reporting the bug. 

Less than 4% of users that encounter a bug will report it and 88% of users that encounter bugs will abandon an app. Bugs cost businesses customers and businesses often don’t learn which bugs are driving customers away.

Bugs prevent your users from seeing how great your product is. They prevent you from providing value to your users by helping them achieve their goals. Bugs can make your potential customers feel confused about how to use your product or incapable of accessing your product. We want to ensure that as few of our customers as possible run into bugs and the ones who do get what people want most from customer service – a fast response time.

Don’t make users responsible for reducing user churn.

We don’t want users to be responsible for reporting bugs. It’s not their responsibility to try to help you fix your problem that they’ve already been inconvenienced by. A restaurant wouldn’t hand a customer a spray bottle after they complained that their table was dirty, so you shouldn’t ask your users to do work when you’ve failed them. And while you benefit from them reporting a bug because their report can help you avoid losing future customers, the user who reports a bug might not, since the bug might be fixed long after it is no longer relevant to them

Even if a user does report a bug, you’ve only just begun an inefficient game of telephone trying to communicate what happened to the people who can fix it. Users likely aren’t qualified to describe bugs in a way that best helps developers fix them, meaning that you’re often wasting the time of your users, support members, and developers as they try to sort out what has gone wrong and how to fix it, all while you’re losing users to the bug. Then you (hopefully) finally fix the bug – well after many users have moved on from your product or forgotten about it.

How to stop losing customers to bugs

To stop losing customers to bugs, you need to increase the rate at which users report bugs and minimize the time between a bug being reported and being fixed. To achieve the first goal, we must reduce the cost to the user of reporting bugs. If bug reporting is short and simple, more people will be willing to do it. We don’t want to saddle our users with the additional job of writing a strong bug report themselves when they’re most frustrated. This is a difficult job that our users likely don’t have the experience to do well, meaning that fixing a bug reported by a user may take even more time

To minimize the time between a bug report and a bug fix, our second goal is to get a thorough and accurate account of exactly what the user did leading up to encountering the bug. Our developers have all the information they need to diagnose and fix the bug. We need to get this account to our developers as quickly as possible. This might appear to be in conflict with our first goal, but PlayerZero can achieve both by automating much of the bug reporting process.

PlayerZero helps you give your users a good experience.

PlayerZero minimizes what the user themself has to input to report a bug and also records a thorough account of the actions the user took leading up to the bug. PlayerZero puts newly arisen bugs in front of developers faster while giving them all the information they could need to understand what caused the bug. This cuts down the time that bugs can spend driving potential customers away and losing you money.

With PlayerZero, a user reports that they’re experiencing an issue and simply types in what broke and when it broke. They don’t have to waste their time trying to give an accurate and detailed account of what happened. This means you hear about more of the bugs users experience without frustrating your users with the task of writing out a bug report when they’re already annoyed by the bug. Your users can feel heard without feeling further inconvenienced.

Your developer then gets to see exactly what the user was doing leading up to their bug report. They can watch PlayerZero replicate the user’s actions as they navigated the application. PlayerZero puts the user in front of your developers so that your users’ bugs are completely understood by the developers who can fix them. Developers can see exactly how your users run into the bugs that can drive them away so they can fix them faster.

PlayerZero allows developers to pause (or predetermine at what step a replay will pause), change the application, then continue a simulation with user data determining how the simulation proceeds through the application. PlayerZero lets your developers debug as if your users are right in front of them – you can sign up and see it for yourself

This means your developers can diagnose and fix the problem much faster and more easily without needing to go back and forth with support members to figure out what happened at the level of detail they need.

PlayerZero helps you reduce churn.

By giving the developer the ability to learn more about user issues sooner, PlayerZero enables engineering teams to fix what matters – the bugs that cost you users – quicker. When you eliminate bugs faster, you significantly reduce customer churn. See how PlayerZero lets you deliver a better experience to your users and increases your team’s ability to move fast and code with confidence.


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