G2

Patrick F.

Customer Technical Support

Mid-Market (51-1000 emp.)

2/8/2022

"Great Program for troubleshooting"

4/5

What do you like best about LogRocket?

The live feature has been valuable in troubleshooting issues that I can't immediately identify over the phone. Having a tool to take a look at a user session and give them a resolution immediately, without having to file tickets or make callbacks is fantastic! Having a backlog of sessions has allowed us to identify issues with order submission and increase our service

The ai summaries are helpful for very long sessions and we have even been able to use this tool to solve some fraud reported by customers.

One feature I’d love to see added is a mass export of video files. Review collected by and hosted on G2.com.

What do you dislike about LogRocket?

I do dislike the delay in the live feature. Another dislike is an inability to display all users on an account, I have to search individually by email. This could be improved by potentially allowing a batch search filter or an easy way to add multiple criteria Occasionally the program will miss recording a session or doesn’t pick up that we have a user signed in and active which has caused some headaches. Review collected by and hosted on G2.com.

What problems is LogRocket solving and how is that benefiting you?

I am solving issues with a punchout system that is sometimes unstable, and I need to identify where a user is experiencing issues. The biggest benefit is not using another screen-sharing application since those are not always compatible with user systems. I am also able to see exactly what the site is doing which has allowed me to more accurately convey issues to our 3rd level support teams. Review collected by and hosted on G2.com.