Collecting visual feedback for websites or SaaS with Usersnap

Recently we needed to collect visual feedback for our SaaS product Content Snare. There are a bunch of tools that can handle this for both SaaS and web design.

I looked at a bunch of different feedback tools including Usersnap, UserBack and BugHerd. In this video you’ll see which one I chose and how I’ve set it up to easily sort and filter the feedback that we get.

This isn’t just a review. Like most of my posts you’ll also learn how you can improve your process by automatically pushing data into other tools like AirTable.

When I was looking for a visual feedback tool there were a few criteria:

1. It had to be dead simple for clients to use

This is by far the most important piece. If you’re asking people to go out of their way to give you feedback, it needs to be bloody easy. First, it’s just the nice thing to do if you’re asking people to do things for you. But also you’ll get more feedback when it’s easy for them. When things are difficult, people tend to give up more easily.

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2. It had to have integrations

Specifically ones that made it simple to get the feedback data into a spreadsheet or database app like AirTable. These give you much more flexibility in sorting and grouping data than the views built into the feedback apps.  

3. It had to allow data to be passed through

This one was a bit specific to us, but we wanted to tell the feedback widget what settings the person had turned on. In our case- we wanted to know what language they had switched the app to

And of course the pricing had to be right.

After looking at a few like BugHerd and trying a few like UserBack, I ended up on Usersnap.

It ticked all those boxes and starts at only $9 a month.

The process with Usersnap is insanely easy. The end user just clicks the widget, draws a box and types in their feedback.

In our case we want people to draw a box around some words that didn’t translate well and let us know what the words should be.

Next, the integration process was simple. We used Google Tag Manager to add the script to our page. This is a bit beyond the scope of this video, but here we are saying to only load the feedback code if we have enabled a “beta tester” option on their account. If you’d like to know more about this drop in a comment.

It doesn’t matter how you add the code though. The important bit here is that we could send the user’s email and the current language they selected into custom data.

When someone submits feedback, it comes into Usersnap in this list. The custom data is shown on a tab on the right like you see in the screenshot.

But like most data sets, I’d prefer to work in a spreadsheet or database app like AirTable.

AirTable is like a spreadsheet on steroids.

Take a look at the table for this feedback data.

You can see we have columns for language – which was the custom data, the image that they screenshotted and what they typed into the feedback box. We also record the person and when that feedback came in.

Here’s the reason I love AirTable though. It gives you the ability to work with this data in different ways.

First, we can easily group by the language. So imagine you wanted to get feedback for a website. If you sent the URL through to here, you could group the feedback by URL. Instead of working on each piece of feedback one at a time that might be on different pages – grouping by page allows you to work one page at a time.

In the screenshot below, feedback is grouped by language – so German (de) is showing as a group at the top and English below.

Secondly, you can create column that allows you to choose a value like “Accepted”, “Rejected” and “Done”.

You might want to reject some bits of feedback, and set up a filter for the table so those ones disappear. They might also disappear when they are Done.

To connect Usersnap with AirTable, you need an integrations tool like Zapier.

With a simple Zap, we push all Usersnap feedback into the AirTable base.

To learn more about how Zapier works, watch my Zapier tutorial.

Once your Zap is turned on, all your Usersnap feedback with appear in AirTable automatically.

From there you can sort, filter and process your feedback easily.

Picture of James Rose

James Rose

James is the co-founder of Content Snare - a software platform that helps professionals collect content & files from clients.

Once an automation engineer, his new priority is to help business owners regain their lives, be more productive and get more done in less time.

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