How RocketLink got 40% more paid subscriptions thanks to LiveSession

Constant improvement

Wojtek believes that a SaaS company needs to keep improving to meet the users’ expectations. While a lot of ideas come from RocketLink team members, many new features are answering direct customer requests.

The in-house team knows how important it is to test every functionality. They’re also fully aware that some bugs are hard to discover as they may occur only in particular scenarios. RocketLink was receiving a lot of support tickets regarding issues that can’t be reproduced. Talking to users isn’t always enough to know what caused the problem. How can you tackle this effectively? Here’s where LiveSession comes in handy. The session can be replayed right away, the problem diagnosed, and the bug fixed.

The first to know

Wojtek believes that a SaaS company needs to keep improving to meet the users’ expectations. While a lot of ideas come from RocketLink team members, many new features are answering direct customer requests.

RocketLink’s Wojtek claims that using LiveSession is like having CCTV cameras in all parts of the app or a website. What’s more, monitoring customer behavior is not just about fixing bugs. It also helps you improve the existing interface and make it more convenient for the user.

Common issues

So, what has RocketLink learned thanks to LiveSession? First of all, they finally found out why some customers can’t configure the tool. It was because of an invalid format of the pixel ID that the users added to their links.

As we’ve mentioned before, RocketLink allows adding retargeting pixels to any URL. Facebook Pixel is one of the most popular retargeting solutions for in shortened links. To implement it, RocketLink needs the Facebook Pixel ID, while some customers were trying to paste the whole code snippet instead. This indicated that the users need more guidance to get this step right.

Another issue that RocketLink identified thanks to LiveSession was related to using a discount code.

One user reached out via live chat because his code was not working. He provided a valid discount code and claimed that it wasn’t recognized by the application. After watching the session recording, it turned out that he was trying to paste the code together with an extra space character. At that time, RocketLink app couldn’t trim the code. Once the cause became clear, the RocketLink team could solve the problem very easily and prevent this from happening in the future.

Improving the onboarding process

Onboarding is a critical part of the user journey – it often decides whether the customer will stay or not. This is why RocketLink decided to create a step-by-step checklist guide to configuring and using the app.

Unfortunately, one of the steps on the checklist wasn’t working properly. The „Add a custom domain” tutorial was marked as completed right after a new user signed up and hasn’t added any domains yet. Here’s how it looked like:

This problem only affected a few accounts and wasn’t noticed after implementing the checklist feature. Thanks to LiveSession, the RocketLink team could spot the issue before anyone else.

Understanding the customer journey

LiveSession helped RocketLink find out that many visitors click on the feature cards on the homepage. The cards, however, are not clickable. Although it is not a bug, it definitely indicates that potential customers would like to learn more about the features. With this in mind, the team decided to add short feature descriptions: