Case Study: 5centsCDN resolves feedback 5x faster with Userback

5centsCDN resolves feedback 5x faster with Userback

5centsCDN, a US-based provider of cloud-based content delivery and video streaming solutions, was struggling with an inefficient user feedback process. Using a combination of emails, forms, and Slack, their team faced delays of 8-16 days to resolve feedback and had hundreds of open tickets, which hurt productivity and customer satisfaction. To address this, they turned to the Userback feedback platform.

By implementing Userback, 5centsCDN automated and centralized its feedback collection and management. The solution integrated seamlessly with their Basecamp project management system, automatically routing issues to developers. This provided the contextual information needed to resolve problems faster. With Userback, the company reduced its feedback resolution time to just 3-5 days, improved overall efficiency by 20-30%, and boosted customer satisfaction by up to 35%.

5centsCDN