Overall - amazing. The Cohere team is so helpful and amazing at their jobs, and the service does what any SaaS strives to do - operate smoothly in the background in making clients jobs easier. Cuboh <3's Cohere!

I really enjoy how to prevents adding another learning curve to our clients onboarding processes. Rather than teaching them how to set up a Zoom or Meet call and coach them through that, I can focus entirely on walking them through our software.

I do find there are some limitations with the software regarding what I am able to do while on a call with clients - I'm unable to click or interact properly with some of the dropdown menus we use. I also find when clients use Safari or have ad-blockers installed, it prevents some of the functionality. Safari especially, I notice a lot of dropped connections/freezing.

Having a view of our product live and helping customers with product flow issues.

The ability to have a coherent view of the use of the product. Being able to look at issues in real time was invaluable especially as we were getting the product up and running. Helping customers with issues became much easier as well.

The replays feature does not have enough filters to be really useful, also the pricing was a bit high for the amount of sessions, we constantly were running out. We would use replays if you could filter sessions by multiple urls visited for example.

I only use this software for the session replay so I can keep tabs on how our customers use it (to uncover bugs, or new product ideas, or behavior around usage, or to help with customer support tickets). I have an intern watch ~3hrs per week of sessions and report back weekly with a summary. She runs into plenty of UX issues with the app. Primarily - it's not obvious which sessions she's already watched so can't keep track of that. Has to pay close attention to the dates to decipher what she's already seen vs new.

Cheaper than Fullstory, setup was easy enough, I like the live session option

* We ship changes to our product weekly, and I hate that the screens look janky in the session replay. I assume it's because you're trying to apply new CSS to an old session but it looks like our customers are seeing bugs all over the screen when I know they're not. * Sessions often get 'stuck' part way through and won't continue playing, need to refresh the page which kicks you out of the session * I don't know how well the 'live' sessions work. Sometimes I receive a backend system error for a page crash, and when I got to Cohere to see what they clicked the session won't show up for 20 or more minutes

If a user has an issue instead of talking through text and sending screenshots we can just jump into cohere and help them out. It helps us provide a throrugh customer support experience.

A network tab manager would be useful, as well as an intercom integration which allows users to initiate the call through it.

We share screens with customers every day to get them onboarded with our product. It's extremely helpful for me to log into Cohere, rather than try to get someone to log in to a Google Meets or Zoom and share a page. However, those other technologies do exist, so Cohere doesn't feel completely indispensable, and we occasionally still use Google or Zoom if we need to see other pages too.

Really easy to use page sharing program. Plug and Play.

Drops out quite often. Either page gets stuck for me and I have to refresh, or I get completely kicked off the person's page.

Gives us really good insight into user behaviour and lets us help them more seamlessly than alternatives.

I don't have any complaints. I don't have any complaints.

Overall we use Cohere as an app to see how our users use our product as against providing customer support which is their dominant usecase.

Setting up Cohere was pretty easy and the documentation was quite simple to follow. Being able to see how our users are using the app was really useful and cool to begin with.

The free version of the software has an extremely limited set of sessions and as our user base has grown, we are finding the application less useful as more sessions are hidden behind a paywall. As a free user, all the interesting integrations are hidden behind a paywall so we can't really see the value of it until we sign up for a paid account.

The most impactful feature is the ability to control the clients screen. This allows us to help them navigate through their insurance options in the most effective way. It allows allows us to show features they may not have been able to find on their own.

Mobile view is definitely more difficult to navigate than desktop.

The ease of being able to locate and review client sessions to aid in our ability to support and resolve customer issues. Cohere is easy to navigate while talking to a client. It has been a very beneficial tool for our support team!

There's currently nothing that I dislike about working in Cohere.

The lead generation that did result in using this tool

There have been quite a few bugs, including difficulty answering calls. Took many weeks to customize to our needs. majority of the calls I picked up using cohere were not the leads we were looking for.

Easy to get access to customers screen are definitely the best, because you can solve problems quickly

Definitely the slow speed and some elements can't be shown on customers screen. I am always in doubt if it will work when I click on an element, because there can be huge delays, even with fast internet connection. Miss the recording feature, but pricing was weird. Instead of pricing on how many active minutes our users have, they should price us on how many minutes we WATCHED of the recordings. I know there costs are correlated with how much they store, but it makes no sense on our side of things

Good works from box Easy to start using, call and video functional works great Slack/Calendly integrations from the box

– Chat not works at all – Some of the webpages interfaces are cropped in video would be great to receive api method or advices how to prevent it – More configuration for session storage would be great

Works seamlessly, integrates nicely with Sentry, keyboard shortcuts are nice, UI is intuitive

Can't search for specific sessions, IP addresses, or issues/events within sessions.

I love the ease of use and remote control functions of the software.

Sometimes I'm not able to click within menus when doing remote control.

i like that it's easy to navigate once i've gotten the hang of it

I can't tell which sessions i've already seen. it would be helpful to greyout my sessions i've already watched so i don't have to guess the ones I've watched already

Great, had a bit of a problem with the weekly limit, but the team was fast to respond and resolve the issue.

To be able to connect with users and guide them through their journey.

Not much, maybe on the user's side as they are not yet accustomed to this type of communication as it can happen all of the sudden.