Interana

What do you like best?

The UI is simple and allows for me search for what actions the customer performed so that I can easily reproduce a bug report if necessary.

What do you dislike?

Learning curve is a bit high if you are not familiar with how to search for data,

If you are new to the support industry w/o much technical background, you may have a hard time, but after you learn the basics, it's probably one of the strongest tools to have in your repertoire.

What problems are you solving with the product? What benefits have you realized?

I am a support agent. We receive a random reports about why a user is hitting a specific error. Fortunately, not all reports are bugs, but instead, user error. We use interana to check what actions a user is performing to understand what buttons are selected, which may be causing this error. If it is indeed user error, we send out comms to the user that the issue is expected behavior and we make a report to our engineering team about a common pain point a user may be experiencing. (for possible changes to make the product much more intuitive)