About Usersnap

Usersnap is a customer experience and feedback management solution that helps businesses of all sizes archive projects, track latest trends, capture screenshots with comments and drawings and more on a centralized platform. Team members can assign, label, comment and filter customer issues based on information, such as screenshot, browser version, operating system and other relevant details.

Usersnap allows customer service associates to use widgets and create survey forms, and follow-up questions in multiple languages. Administrators can configure custom workflows for quality analysis and customer feedback projects, and automatically receive feedback details on external communication platforms. Additionally, managers can generate reports for specific date ra...


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Supported Operating System(s):

Web browser (OS agnostic)

37 Reviews of Usersnap

Average User Ratings

Overall

4.73 / 5 stars

Ease-of-use

5.0

Value for money

4.5

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(28)

28

4 stars

(8)

8

3 stars

(1)

1

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 37 results

December 2018

Grigory from Field QL

Verified Reviewer

Company Size: 2-10 employees

Industry: Legal Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

4.0

December 2018

Great for UI/detailed feedback

I'm using it to get fine-grained feedback on my forms, pages and layouts. It gets me from 80% to 100%.

Pros

The ability to markup screenshots is super useful, and makes visual feedback painless. Best way to polish an existing design.

Cons

It's less useful for specs or feedback that require major structural changes to a page/layout. Also, the ticket filter system can get a little messy if you're not careful, but I suppose that's more on the user than the product - you give us an open-ended system, it's up to us to keep it organized.

March 2020

NICOLE from Composer

Company Size: 2-10 employees

Industry: E-Learning

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2020

Best in class for capturing user feedback!

We ran a 6 month private beta to improve usability with a new edtech start up. We had 400 users during private beta, and were able to collect a lot of new feature requests, enhancements and bug information. Now we are ready to launch and feel confident that we are delivering what the users want!

Pros

I loved how easy this was to implement, and how every single user is able to quickly give effective in the moment feedback. Users comment all the time that they love this feedback feature, and it gives our new site even more credibility to have this tool. On the back end, the ability to create custom tags has helped us organize and track all the feedback for effective product decisions.

Cons

No cons here. One thing to note in the back end - - when you create a custom view of the tickets, that view is only applied to your profile, and your other colleagues on the back end won't see it on their profile.

July 2020

Cristian from Rotra Air & Ocean

Company Size: 501-1,000 employees

Industry: Logistics and Supply Chain

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

July 2020

Good tool for reporting bugs

Overall experience so far is good, i can recommend this tool as a professional one.

Pros

I like the possibility to add images to the ticket and also that i'm able to reply to a user directly via email. Also the organizing of a tickets is well thought, being able to get a ticket on your name and label it.

Cons

Some images are not shown correctly. For example, some buttons appear to be broken or some fields from our software look different. This lead to some miscommunication, so it would be nice to printscreen an instance without distorting it.

December 2019

Brittany from DynaMed

Company Size: 201-500 employees

Industry: Hospital & Health Care

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2019

Usersnap was Critical to our Internal and External UAT

Pros

Usersnap gave us the ability to easily obtain user input, both from our internal audiences and external. The screen capture functionality is very powerful for understanding the feedback and making it actionable.

Cons

Sometimes the notes or arrows added to a screengrab are not in the exact position the user placed them at. This can cause confusion for the reviewer of the screen.

November 2019

Jessica from Weidenhammer

Company Size: 51-200 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

November 2019

Usersnap smoothed out bumps in our QA process

The usersnap customer service team has been great, I've implemented use of it at two agencies now and it's one of the few pieces of software that run without a hitch.

Pros

I love how easy it is for our clients to use- virtually no orientation needed.

Cons

Convincing clients to sign into yet another platform to review their feedback is a stretch, but we've solved that with their integrations now. (Jira)

Reasons for Choosing Usersnap

More features, better customer service team and faster responses