Did you think Noibu was just for developers? Think again! While Noibu's primary purpose is error tracking in the eCommerce space, Customer Support Reps can use many of Noibu's features to help identify shopper-reported issues and resolve complaints faster. Here, we've assembled a list of customer support workflows that benefit from the Noibu toolbox, and a breakdown of the resources available to the support function.

Support Workflows

Noibu can be a powerful tool in several customer support workflows, including:

• Investigating Shopper Complaints: Use help code, the NoibuJS SDK, or filtering in the Sessions table to associate a shopper's complaint to a session recording so you can watch the shopper's journey through your eCommerce site and see what went wrong.
• Reporting Issues Internally: Create a process for your company's employees to report issues in as much detail as possible so they can be investigated and prioritized appropriately.
• Investigating Poor Survey Scores: Did your company receive a low NPS or CSAT score? Trace the survey score back to the shopper's session recording to see their pain-points firsthand.
• Supporting Shoppers During Code Freezes: Code freezes often correspond with busy shopping seasons, when your shoppers need more support than usual.

Tools for Customer Support Reps

Noibu offers a rich set of tools to help eCommerce companies detect, investigate, and resolve errors, and not all of these are relevant to customer support teams. However, we recommend Customer Support Reps build workflows that incorporate the following tools:

• Sessions Table: Investigate shopper complaints by watching session recordings. Use Noibu's impressive menu of filters to isolate sessions with specific characteristics.
• Help Code: Generate a six-digit pin to link a shopper complaint to a session recording in Noibu so you can see what's really going on.
• NoibuJS SDK: Instruct the Noibu script to track custom attributes–like shopper IDs, email addresses, and other identifying details–to more easily isolate specific sessions.

Learn how to get the most out of Noibu as a Product Manager, Developer, QA Analyst, or UX Designer.