How Charle delivers work that exceeds client expectations and keeps clients happy.

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Charle Agency

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Leading Shopify & Shopify Plus agency, Charle partners with ambitious brands worldwide to deliver world class e-commerce solutions. With creative excellence at the centre of everything they do, the team helps clients get the most out of their Shopify stores.

Charle are proud of how far they’ve come since starting in 2018, and rightly so. Their willingness to explore cutting edge technology helps them deliver bespoke Shopify builds that exceed expectations, and have led to Charle winning multiple awards for their work.

So, what drives the team at Charle to deliver exceptional work? A love of data-led decisions? A chance to test new technology?

Sure, but when asked what success means to Charle, Ross Adamson, Marketing Executive says it’s all about ensuring “that clients are fully satisfied with the work we produce. A successful day is hearing the great feedback we get from clients regarding new designs, web development and integrations for the stores we work with.”

“We wanted a platform that makes it as efficient as possible for our clients to provide feedback on the work that we carry out.”

How does Charle increase customer satisfaction with BugHerd?

In fact, it was the desire to get clients involved in providing feedback on projects that led Charle to discover BugHerd.

“We wanted a platform that makes it as efficient as possible for our clients to provide feedback on the work that we carry out.”

Discovering that BugHerd could help the team with bug tracking and Quality Assurance before sharing with clients was a big plus too.

“BugHerd has made the QA and reporting a lot more fluent and efficient,” says Adamson. “The whole process seems a lot more structured and seamless so that things can get moving and amendments can be made quickly.”

There’s been a drastic improvement in bug resolution time and customer satisfaction. “In the early stages of Charle when we were just starting it was very much a manual and unstructured process. It’s crazy to look back and see how much has changed and how using apps such as BugHerd has helped us deliver projects as smoothly as possible.”

Keeping clients happy

Client satisfaction for Charle is about delivering projects the way their clients want it. BugHerd helps them with that process. How?

  1. After they’ve created a new storefront or e-commerce site the team do an initial run through, capturing any bugs or issues using BugHerd.
  2. They then encourage customers and clients to jump on and provide feedback for the work they’ve done. Feedback is welcome on anything, from changes in design, to the functionality of the website.

“It allows work to be delivered just how our clients want it to ensure they’re fully happy.”

As for that drastic improvement in bug resolution and customer satisfaction? According to Adamson “Our developers seem a lot more happy and we’ve managed to deliver projects about 20-30% quicker when we’re fully utilising the BugHerd platform.”

“Our developers seem a lot more happy and we’ve managed to deliver projects about 20-30% quicker when we’re fully utilising the BugHerd platform.”

So, what is Charle doing with those time savings?

On top of managing multiple exciting projects and delivering superb Shopify sites like, Charle offers migrations, internationalisation, CRO, SEO and is currently working on new service offerings such as headless architecture.

With team expansion accelerating, Charle is looking to expand to bigger offices in new cities and is sure to make a splash worldwide and we, here at BugHerd, are excited to be involved.

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The Problem: Keeping everyone on track

Studio Moso is a digital agency based in Melbourne, Australia with a clientele that ranges from large scale banks to local glass manufacturers. The agency provides digital web services, including user experience, web design & development and UX design.

While managing projects involving external and internal stakeholders the team at Studio Moso needed to find a website feedback solution that provided an infrastructure to not only support their internal feedback needs, but that could also loop in external stakeholders.

Ultimately the product selection needed to minimize the number of email and document exchanges, thus save precious team member time and in turn reduce project budgets.

"The team at Studio Moso needed to find a feedback solution that not only supported their internal feedback needs, but could also loop in external stakeholders."

How Studio Moso uses BugHerd

Every staff member at Studio Moso uses BugHerd on an almost daily basis. In fact, the Studio Moso team is one of the earliest adopters of BugHerd (2012). Today they are using the tool as a part of their studio feedback infrastructure.

“We use a combination of software in our studio when managing projects: Bugherd (of course), Trello, Slack, Jira & Team Gantt all play an important role in our studio infrastructure.”

Senior Account Manager

Studio Moso mainly uses BugHerd with new clients, before launching the final website, feature or campaign. They do occasionally use the tool on a live site to mark up changes as required.

How Studio Moso uses BugHerd

After finishing the internal QA process of the new site, the Studio Moso team provides client access to BugHerd. The clients mainly use Chrome capture screenshots to pin issues and feedback, creating tasks for the team to action.

With the help of the upload documentation function, the feedback loop can get started and bingo! The tasks are sent back to the QA manager at the studio.

Once all the tasks have been collected from the client, the studio account manager will jump in and validate the tasks by replicating them. Once completed, the content of the tasks will be modified for the developer or the account manager to take over the ticket to be resolved.

Once the requested tasks have been completed, the tasks gets dragged and dropped to the DONE column on the Kanban board. In the tasks final review stage, the client gets the tasks assigned to them for one final review for them to be closed off.

The whole process usually takes under 2 weeks, for multiple rounds of feedback and communication. Imagine doing that all over email… shudder.

"BugHerd is a software we write into all our proposals and our clients love it just as much (sometimes more) than we do."

What Studio Moso loves about BugHerd

It’s really hard for us to remember a time prior to BugHerd! We have on a few occasions not provided a client with BH access and it’s been a slew of documents + emails with changes - enough to know that it’s saving us time (and money) by providing client access to it!