What is our primary use case?
The RUM is implemented for customer support session replays to quickly route, triage, and troubleshoot support issues which can be sent to our engineering teams directly.
Customer Support will log in directly after receiving a customer request and work on the issue. Engineers will utilize the replay along with RUM to pinpoint the issue combined with APM and Infra trace to be able to look for signals to find the direct cause of the customer impact.
Incident management will be utilized to open a Jira ticket for engineering, and it integrates with ITSM systems and on-call as needed.
How has it helped my organization?
The RUM solution has improved our ability to triage faster and hand more capabilities to our customer support.
The RUM is implemented for customer support. It can quickly route, triage, and troubleshoot support issues that are sent to our engineering teams.
Customer support can log in and start troubleshooting after receiving a customer request. The replay and RUM help pinpoint the issue. This functionality is combined with APM and Infra trace to be able to look for the cause of the issue. Incident management is leveraged to open a Jira ticket for engineering, and it can integrate with ITSM systems and on-call as needed.
What is most valuable?
RUM with session replay combined with a future use case to support synthetics will help to identify issues earlier in our process. We have not rolled this out yet but plan for it as a future use case for our customer support process. This, combined with integrated automation for incident management, will drive down our MTTR and time spent working through tickets. Overall, we are hoping to use this to look at our data and perfection rate over time in a BI-like way to reduce our customer support headcount by saving on time spent.
What needs improvement?
I would like to see retention options greater than 30-days for session replay. I'd also like to see forwarding options for retention to custom solutions, and a greater ability to event and export data from the tooling overall to BI/DW solutions for reporting across the long term and to see trends as needed.
For how long have I used the solution?
I've used the solution for about nine months.
What do I think about the stability of the solution?
So far, stability has been great.
What do I think about the scalability of the solution?
I'd like to see more bells and whistles added over time. Widgets are coming soon to help with RUM.
How are customer service and support?
Support is very good. They are responsive and gave us the help we need.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We have utilized New Relic, however, not for RUM. We went with Datadog to potentially switch the entire platform into an all-in-one solution that makes sense for a company of our size.
How was the initial setup?
We started on the beta, and the documentation was lagging behind. We also needed direct instructions and links from the customer support/account representative that was not immediately available by searching online.
What about the implementation team?
We implemented the solution ourselves.
What was our ROI?
Ideally, this will inform our strategy to not increase our customer support headcount as significantly into 2023 and beyond.
What's my experience with pricing, setup cost, and licensing?
The pricing is a bit confusing. However, the RUM session replay, in general, is very inexpensive compared to whole solutions.
Which other solutions did I evaluate?
We looked into LogRocket and New Relic.
What other advice do I have?
I'd advise other users to try it out.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Disclosure: My company does not have a business relationship with this vendor other than being a customer.