Noibu's Sessions page is an invaluable tool for customer support teams. Usually when a shopper submits a complaint about a bug or a poor experience, the support rep has little go on but anecdotal information, and it can be difficult to associate a complaint to the underlying issue it describes.
However, if you can trace the shopper's complaint to a session recording in Noibu, you can watch the shopper's journey and see the issue as it happens. Watching the frontend recording may be enough to diagnose the problem, but if not, the session timeline documents unseen issues, poor web vital scores, and undesirable symptoms that may be responsible.
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To make the best use of Sessions in the customer support flow, be sure to collect the information necessary to associate a shopper complaint to a session recording in Noibu. For this, you have three methods:
Help Code
If you're addressing a shopper complaint in real-time–via help chat, phone, social media, or email–the easiest way to investigate the issue is to ask the shopper to Generate a Help Code. The help code is a six-digit pin that customer support teams use to connect real-time issue reports to session recordings in the Noibu console. With a help code, a shopper can give the eCommerce support team a direct map to their session recording.
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All Noibu clients have access to the help code feature. To generate a help code, instruct the shopper to enter #helpcode at the end of their URL and hit Enter.
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However, some Noibu clients have built buttons or front-end triggers to generate the help code. Learn more about Creating Help Code Buttons.
You can also incorporate help code into asynchronous support flows. If your eCommerce site has a support request form, consider adding a field for the shopper to enter their help code. The field should include instructions for generating the code.
It takes a few hours for a session recording to show up in the Noibu console. We recommend logging the help code in a support ticket with details about the shopper's problem, and assessing the session recording as soon as it's available.
Please note that the help code method works best if a shopper reports the issue as it's happening. If a shopper reports an issue after a length of time, their session will reset and their help code will point to a new recording.
Custom Attributes - NoibuJS SDK
Through the NoibuJS software development kit–or SDK–you can configure tracking of custom attributes in session recordings to make it easier to filter for sessions with specific characteristics. Most eCommerce sites track clients through unique identifiers, and you can prompt the NoibuJS script to collect these identifiers in session recordings so you have an easy way to associate a shopper complaint to a session recording. For example, if a shopper reports an issue and your NoibuJS script tracks customer_id, you can filter the Sessions table by the shopper's ID value to pull their session.
Common ID values tracked through the SDK include:
- customer ID/user ID
- Some eCommerce companies have a custom, store-specific identifier
- coupon ID
- customer name
For help configuring the NoibuJS SDK, contact our solutions engineering team at support@noibu.com.
Advanced Filtering
If a shopper reports an issue after their session expires and there are no custom attributes configured through the SDK, you can still locate the shopper's session recording through Noibu's advanced filtering options. Create a ticket template designed to collect as much of the following information as possible:
- The date and time the issue occurred
- The shopper's browser and operating system
- The URL on which the shopper encountered the issue
- The last thing the shopper clicked before the issue occurred, if applicable
- The last funnel step the shopper made it to before their progress was blocked, if applicable
- The shopper will be unfamiliar with funnel terminology, so design your questions to pinpoint their progress.
By combining multiple filters in Sessions, you can zero-in on sessions that fit the shopper's experience. Ideally, this process should highlight a single session. If the filters pull more sessions than you can manage, collect more information to further narrow your results.
Customer support teams can also use Noibu to Report Internal Issues, Investigate a Poor Survey Score, or Support Shoppers During a Code Freeze.