How Recora Reduced Support Tickets by 42% with UXCam
Recora is redefining the future of heart health by offering a virtual cardiac rehabilitation app, helping heart procedure patients recover from home. Through the app, users join live coaching sessions, track their progress, and stay connected with their healthcare providers.
4x increase
in heart health program completion rates
42% reduction
in users complaining about a bad experience
30% decrease
in user frustration signals (rage taps)
The Challenge
Many users, largely an older demographic, couldn't reliably interact with the critical 'join session' button. The team received constant calls from frustrated patients saying their tablets weren't working, causing them to miss scheduled sessions with their doctors.
Without any way to see what was happening on-screen, the team tried troubleshooting over the phone. But the users' limited familiarity with technology made remote fixes nearly impossible, and most cases ended with the tablet shipped back for replacement.
Recora had been using Mixpanel for analytics, but page views alone told them very little about why users were struggling. They needed a HIPAA-compliant tool with Flutter support.
UXCam stood out from the start. Questions were answered within hours, and Recora's product team felt genuinely understood and supported.
The majority of the time when someone said 'this is broken', it wasn't really broken, it was something that could be solved. We just didn't have the information we needed to solve it.
The Solution
Using UXCam's heatmaps, the team quickly saw why users were struggling. Instead of tapping the 'join session' button, they were holding it down like a physical remote control button, which wouldn't trigger the action.
Session recordings confirmed the issue: the button was timing out and the session wouldn't start once users lifted their finger.
The fix was straightforward. Instead of only supporting a tap, they enabled a press-and-hold gesture to trigger the button. Recora now resolves these issues remotely, with no more tablets shipped back as 'faulty'.
Session replay has been a lifesaver for us.
The Result
Thanks to a few small changes like this, Recora has seen:
- 42% decrease in support tickets related to the 'join session' button not working
- 1/3 of devices previously returned as 'faulty' no longer needed to be sent back
- 30% decrease in rage taps
Beyond the button fix, Recora now uses session replay to proactively spot issues across the app.
When the team sees a user struggling, like repeatedly trying to upload a photo to their food journal before closing the app, they reach out directly with guidance, turning a frustrating experience into a supported one.
I really felt like we were being listened to, we moved through contracting so quickly and so seamlessly. It was one of the easiest platforms I think we've ever had to implement.