Receiving an unexpected complaint from a customer is a symptom that something risks to go out of our control.
For every users that spend their time to contact us, there are many others who have simply abandoned our application.
Alarm mode starts.
An error reported directly by a customer is placed at the top of the to-do list.
The team needs to stop current activities to investigate what’s happening in the system to avoid more higher impact.
When these problems surface, the fact is that your users can no longer use your application, and it could take hours or even days to:
Implement and release new code changesIn the meantime, customers are calling, users are leaving your application, and you can’t leave your desk until the problem is solved.
Users don't spend their time reporting bugs, they just stop using our application looking for a competitor that can solve their problem better. How much does it cost you to lose a customer?