Zomnio uses LogRocket to improve customer happiness

Zomnio builds an enterprise platform for call center management used by over 15 Fortune 500 clients. Their customers are extremely important to them, and Zomnio goes to great lengths to make sure that each and every client is happy and supported well

Zomnio’s challenge

Zomnio users tend to be less technical, so it can be difficult for their support team to understand where users are stuck and how to provide the best help. “We were really struggling to help our users,” Ed says. “We needed a better way to understand our product’s rough edges”.

A solution found in LogRocket

Ed immediately saw the value in LogRocket: “We were able to resolve issues in minutes that might have otherwise taken days or weeks.”

We were able to resolve issues in minutes that might have otherwise taken days or weeks.

By connecting LogRocket directly to Intercom, Zomnio support agents could jump in and see why users were confused and whether they were experiencing a real bug. “It helps us build empathy with our users: we’re able to work with them to fix problems instead of just asking for more information,” Ed says.

It helps us build empathy with our users: we’re able to work with them to fix problems instead of just asking for more information

Zomnio found that adopting LogRocket improved their customer satisfaction and reduced the time that it took to resolve a support ticket. “I honestly don’t know what we’d do without LogRocket.” Ed said.

Unexpected Benefits

While Ed initially adopted LogRocket for the support workflow, his team found that the analytics features have helped them build a better product. “We used to spend crazy amounts on user testing, but we find that watching LogRocket sessions is actually more helpful,” Ed says.

We used to spend crazy amounts on user testing, but we find that watching LogRocket sessions is actually more helpful

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LogRocket Customer Story: Zomnio