Case Study: Kiwi.com achieves faster verification of customer issues and improved bug detection with Smartlook

Kiwi.com Uses Smartlook to Verify Customer Issues

Kiwi.com faced long, unclear support investigations when customers reported booking problems and their logs didn’t explain what happened. To solve this, Kiwi.com uses Smartlook’s always-on session recordings and product-analytics features so QA, UX and support teams can watch exact customer interactions and verify reported issues.

Smartlook’s recording solution lets Kiwi.com quickly identify bugs and UX problems (for example, customers omitting the title field), speeding case resolution and reducing support load; QA testers save about 8 minutes per issue and the team uncovers roughly 10 bugs per month that would otherwise go undetected. Smartlook’s ability to record all visitors and complex site elements (like the dynamic flight search map) was key to delivering these measurable improvements.

Kiwi.com

Alžběta Palowská

Quality Assurance Lead