Usersnap

Usersnap, founded in 2013 by Florian Dorfbauer and Josef Trauner, operates as a customer feedback platform tailored for SaaS companies. The initial concept arose from Trauner's experience as a technical consultant, where he identified the difficulty users had in articulating technical problems. This led to the development of a visual communication tool to simplify feedback. Based in Linz, Austria, the company established itself with early seed funding from SpeedInvest in 2013 and later secured grants, including from the European Union.

The company's business model is centered on a subscription-based service, offering several pricing tiers including plans for startups, companies, and enterprises, with options for monthly or annual billing. Usersnap serves a global clientele that spans various industries such as finance, healthcare, software, and retail, with a significant customer base in the US, Canada, and the EU. Notable clients have included Microsoft, Lego, the BBC, and Red Hat.

The core of Usersnap's offering is a platform designed to collect, manage, and analyze user feedback throughout the product development lifecycle. It enables end-users to provide visual feedback by capturing and annotating screenshots and screen recordings directly on a webpage or within an application. This visual bug reporting is automatically supplemented with technical metadata, such as browser version and screen resolution, to give developers precise context. The platform features a centralized dashboard where teams can manage feedback items, use a Kanban-style board to track progress, and communicate internally or directly with the user who provided the feedback. Beyond bug tracking, the service supports the creation of micro-surveys, polls, and customer satisfaction ratings (like NPS and CSAT) that can be targeted to specific user segments or triggered by user behavior. Usersnap provides extensive integration capabilities, connecting with over 5,000 other tools, including project management software like Jira, Trello, and Asana, and communication platforms like Slack and Microsoft Teams.

In September 2023, Usersnap was acquired by saas.group, a company that acquires and scales SaaS businesses. At the time of the acquisition, Usersnap was generating $2.2 million in annual revenue with 1,500 customers. The founders, Josef Trauner and late co-founder Klaus-M. Schremser, who joined to head growth, remained with the company for a period post-acquisition to ensure a smooth transition.

Keywords: customer feedback, bug tracking, visual feedback, SaaS, user experience, product management, in-app surveys, issue tracking, user acceptance testing, feedback management