TestMu
Testμ 2024
/
Lidia Barkanova

Lidia Barkanova

Lead Quality Engineer, Infobip

Watch Now

(Recordings Available)

session

Ticket to Success: Extracting Testing Insights from Support Tickets

About the Talk

My team used to be disappointed and stressed to see so many customer complaints. We used to blame ourselves for not discovering and preventing the issue on time, for not thinking about the risk, for not delivering perfect software. Luckily, I learned to look at customer’s complaints as a source of help instead. It was actually a magic potion we needed the whole time.

Clients’ inquiries are not always bugs. They can be feature requests, questions, show you that your UX needs improvement or much much more. By going through them regularly, and in a structured way, we get continuous feedback from our users, we address their needs better and faster, and we co-create our products instead of relying on our assumptions.

In this talk, I will:

  • Explain how to get valuable insights from customer complaints and utilize them in the testing strategy
  • Give a practical example of how to visualize the results of the analysis
  • Share the success story of my team – how we got a space on company-level business review meetings to share insights about quality and action plan based on them.

Key Takeaways:

  • Customers’ complaints are a valuable asset to the testing strategy.
  • Sharing learnings from customer feedback can help testers get visibility and show their value in the organization, thus making more impact on the product.
  • Regular analysis of customer complaints is not a burden if you have a framework for making it actionable.

About the Speaker

Lidia is a Lead Quality Engineer who manages a team of testers for several SaaS B2B products at Infobip. She has worked in tech roles for almost a decade and has experience in various positions, including tester, business analyst, product manager, and scrum master. She prefers to have a hands-on approach in her work, so she does a lot of testing in addition to her people management responsibilities.

About Testµ Conference

Testµ Conference is a virtual or online-only conference to define the future of testing. Join over 30,000+ software testers, developers, quality assurance experts, industry experts, and thought leaders for 3 days of learning, testing, and networking at Testμ Conference 2024 by LambdaTest.

TestMu

Join the Testing Event of the Year

By clicking Register Now you accept the LambdaTest Terms of Service, Code of Conduct and acknowledge the Privacy Policy and Cookie Policy

(Recordings Available)

Testmu