Finding customers who ran into issues

Recipe:

Which of my customers encountered that nasty bug we discovered last week?

When you hear from one customer about something that is broken on your site, it can sting a little. What you don't know is how many customers had the same experience and didn't speak up, possibly leaving your service forever. Use FullStory to find a list of customers who experienced a known issue on your site so that you can follow up with them and make amends.


Ingredients:


Method:

  1. Use Inspect Mode to bootstrap a search for all events of clicking on your broken link or button. In our example, we'll call it the "Purchase" button. 
    direct_1520969802070-add_to_search.png
  2. Scope down the time of your search to the day and time that the button was broken.
    direct_1520968025463-adjust_time_range.png
  3. Export your search results as a .csv file so that you can e-mail identified customers to let them know what happened.
    direct_1520968050883-export_as_csv.png

 


Similar recipes you can cook up in FullStory:

  • How many customers abandoned cart after clicking on that button?
  • Did my customer leave the app after encountering a bug?
  • How many first time visitors encountered this bug?

 

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