Client feedback made simple for Zero Gravity Marketing

With all the bells and whistles for the Dev Team...

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Zero Gravity Marketing

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The Problem: Finding efficiency for all

Connecticut based marketing agency Zero Gravity Marketing required a customer feedback tool for digital projects that was simple enough for clients to get the hang of quickly, yet had all the bells and whistles you expect from a full project management system.

Coming across BugHerd via some online research (Google), Zero Gravity was hooked on the significant improvements to their workflow. Previously managing bugs through either email, Zoho, Asana, or spreadsheets they could see it was a no brainer to add BugHerd to their QA and project feedback process.

"It’s great to have such a versatile solution like Bugherd as part of our toolkit."

Chris Uzzo
CEO and Founder of Zero Gravity Marketing

How Zero Gravity Marketing use BugHerd

The primary users of BugHerd within Zero Gravity Marketing are the usual suspects, including Devs, Digital Producers, Account Directors and Account Executives. And of course, Zero Marketing’s clients.

Using the public feedback button (via JS install) allows Zero Gravity’s clients to provide feedback without having to login or be invited. This means that there next to no training required to get clients on board and giving feedback. They just point, click, comment and send.

From there, the Account Executive is tasked with reading the comment, translating the feedback into actionable data for the devs and moving the task to “to do”. Simple, practical and efficient.

Compared with the previous process of sending back and forth emails and trying to collaborate on spreadsheets. Once the team was on board with the BugHerd process and flow, efficiency in this process was easily improved by more than 25%.

"Bugherd has helped our team become more efficient in identifying and resolving issues with our projects."

Chris Uzzo
CEO and Founder of Zero Gravity Marketing

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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!