Beyond support: How Noibu’s Customer Success team drives ecommerce revenue through partnership

Noibu: Where monitoring meets revenue optimization

The Noibu platform empowers ecommerce teams to detect hidden errors, prioritize fixes based on financial impact, and optimize the end-to-end shopping experience. What sets Noibu apart is not just its powerful ecommerce error monitoring engine, but the strategic role of its Customer Success team. Together, they help ecommerce leaders turn technical friction into conversion wins.

In a digital environment where over 90% of ecommerce errors go unreported and unchecked, Noibu provides:

• Real-time visibility into conversion-blocking bugs
• Contextual financial impact to prioritize engineering efforts
• Hands-on support that drives business results

Why most SaaS support fails ecommerce brands

Too many ecommerce platforms offer:

• Reactive support (slow, ticket-based helpdesks)
• Generic responses that lack business context
• Low accountability when revenue is at risk

Ecommerce leaders need partners who:

• Respond fast when conversion rates are on the line
• Help prioritize issues based on business metrics
• Enable teams across engineering, product, and marketing

“None of the other partners we looked at got to that kind of level of trust. Noibu really made the business case for error monitoring as a discipline.”
— Kathryn Hutchison, VP of Ecommerce at alphabroder

Why Noibu’s Customer Success team is a revenue driver, not just support

The Noibu Customer Success team is engineered to deliver real business value—not just answers to support tickets. Their approach includes:

1. Proactive onboarding & strategic enablement

• Business-specific setup with revenue-first prioritization
• Hands-on collaboration with product and engineering teams
• Knowledge sharing to align stakeholders

“The sales rep was really amazing. He listened, understood our business, and presented exactly what our executives needed to hear.” 
 — Kathryn Hutchison, VP of Ecommerce, alphabroder

“One of the things that stood out early was Noibu’s friendly, helpful sales process. We appreciated the proof-of-concept trial, which gave us visibility into the tool before committing.”
— Todd Purcell, Sr. Director of Ecommerce Engineering, Ariat

2. Continuous monitoring & human support

• Real-time escalation of new bugs, anomalies, and conversion opportunities
• Personalized check-ins, QBRs, and performance reviews
• Strategic use of platform features to optimize revenue recovery

“The account executive we work with at Noibu is incredibly proactive. We didn’t ask for Black Friday prep—but they showed up with a list of everything we should do. It’s genuinely the best account relationship we have with any SaaS vendor.”
— Will Fox, Sr. Manager of Web Operations, Big Ass Fans

3. Customer success best practices

• Coaching internal teams to use insights from Noibu
• Empowering CS, Marketing, and Dev to speak the same language
• Acting as an extension of the customer’s internal team

“The biggest thing we value is the partnership with our Customer Success team. They push us to dig deeper, use underutilized features, and uncover hidden issues. That’s huge for us.”
 — Nathan Armstrong, Director of Customer Solutions, Pampered Chef

“I feel like I can rely on the Noibu team to answer questions and help us improve the process between us and the dev teams.”
— Audrey Dion, Head of Digital Monitoring, Air Transat

Real-world customer testimonials: What Noibu clients are saying

“We really felt taken care of… We’re a new customer and already being asked, ‘What do you want to see out of the product?’”
— Rigel St. Pierre, Sr. Director of Engineering

• Fixed a critical Shopify cart issue in 30 minutes
• Saved $175K in developer productivity by eliminating bug triage
• Reduced time spent on bugs by 70%

“The speed of innovation and responsiveness is unmatched. The support we get from Noibu makes us feel truly valued—something we don’t see from the New Relics or Datadogs of the world.”
— Rigel St. Pierre, Sr. Director of Engineering

“What has always been important is that the Noibu team is always present… It’s just not the same with every tool we use.”
 — Sébastien Ribeil, Head of Digital Factory

• Uncovered a hidden Instagram WebView checkout failure
• Resolved 57 issues in one year
• Protected $14M+ in ecommerce revenue

“The customer service that Noibu offers is the best we have from a vendor-relationship perspective.”
— Ryan Wittmann, Business Insights Manager

• Detected $1.5M in at-risk revenue during trial
• Recovered $6M+ in lost revenue across brands
• Strengthened internal collaboration with objective error data

More voices from Noibu customers

“The people we work with at Noibu are some of the highest-quality account execs we’ve seen. And the platform matches that quality.”
 — Will Fox, Big Ass Fans

“Noibu has been a pleasure to deal with—exceeding expectations along the way. Long may it continue.”
 — Matt Small, Head of IT Service, Screwfix

“Our reps have been awesome. They’re helpful, attentive, and it’s been a great experience.”
 — Alex Lo, Lead Developer, The Perfume Spot

“During our proof-of-concept, Noibu called to flag a payment issue before we saw any customer complaints. That saved our week.”
 — Matthew Lawson, CDO, Ribble Cycles

Customer Success impact: Business outcomes driven by Noibu’s CS team

These outcomes weren’t just product-driven—they were the direct result of Noibu’s CS team taking an active, strategic role. Here’s a snapshot of the business impact driven specifically by Customer Success interventions:

Key takeaways for ecommerce leaders

• Ecommerce monitoring and experience analytics is not enough without strategic support.
• The Noibu platform, paired with a proactive Customer Success team, delivers compounding value.
• Noibu's CS model is a customer success best practice, worthy of emulation and inclusion in digital transformation strategies.
• With fast response times, hands-on guidance, and business-aligned insights, Noibu becomes a trusted revenue partner—not just a software tool.

The playbook: Noibu’s proven CS tactics that drive revenue

At Noibu, Customer Success isn’t a separate department—it’s a core product feature. For ecommerce brands looking to scale confidently, reduce lost sales, and improve site performance, the combination of world-class error monitoring and strategic support is essential.