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Onshape/PTC: How to solve complex user problems with Usersnap
Usersnap has broken down the barriers of communication and enabled our users to accurately communicate the complex 3D problems they are having
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Challenges
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Issues in CAD/3D hard to communicate
Variety of platforms and devices
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Communicating barrier for users
“To sum it up, Usersnap has set new standard in how we collect feedback from our users.”
Results
Integrated systems
The support workflow includes a number of tools like Zendesk and JIRA but we also have built custom integrations to SalesForce, Vanilla Forums as well as a series of custom webhooks to power other systems.
Visual feedback
Users can accurately communicate the complex 3D problems they are having.
Empowered support
Onshape can act on most submissions without requiring another thread of communicationPromoted the voice of customers by empowering users to easily submit feedback with good UX of the tool.
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"It’s a terrific source of new ideas from users and has helped uncover pain points that led to improvements on our site."
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"Invaluable customer feedback may have gone unheard without Usersnap as our constant feedback portal."
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