Case Study: TBK Creative achieves sub-5-minute ticket turnaround and streamlined client feedback with Usersnap

Improving client feedback with Usersnap

TBK Creative is a boutique Canadian marketing agency of 20 staff that builds web design and digital marketing solutions. During website builds and UAT phases the team faced frequent miscommunication—clients submitted poorly formatted feedback and developers spent excessive time chasing browser/debug details and follow-ups instead of building features.

TBK implemented Usersnap’s visual feedback and Usersnap Track (integrated with GitLab) to capture annotated screenshots plus browser/viewport/agent metadata, streamlining QA and UAT. The result: faster triage and fixes (turnarounds under 5 minutes), over 3,000 tickets resolved, developers freed to focus on product work, and better client satisfaction across hundreds of sites.

tbk Creative

Andre LeFort

VP of Technology