Case Study: Dutchie reduces support resolution time and costs with LogRocket

Dutchie homes in high-value user sessions with LogRocket Conditional Recording

Dutchie, a fast-growing cannabis technology platform for dispensaries, needed a better way to identify the most valuable customer sessions amid hundreds of thousands of daily visits. Using LogRocket’s Session Replay, Conditional Recording, and Product Analytics, the support team wanted more control over which sessions to capture so they could focus on checkout activity, B2B support interactions, and hard-to-diagnose user issues.

LogRocket implemented conditional session capture for Dutchie, ensuring the team recorded only high-value sessions and had links tied directly to Zendesk support tickets. This reduced noise and cut recording costs by 33%, lowered mean time to resolution by 7 minutes, and saved hundreds of hours per month, while also giving product and engineering better visibility into bugs, user errors, and feature adoption.

Dutchie

Samuel Siskind

Sr. Manager