Jaclyn Spanger
Hugging customers (figuratively) by improving product on behalf of FullStory.
@jacspangler

Using Slack to Interview Job Candidates

At FullStory, we use Slack for just about everything — including conducting job interviews. It wasn’t something we thought we would do when we first started using Slack. But since...

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Why We Suffer Silly Titles — Confessions of a FullStory Hugger

A little over two years ago, I was sitting across the table from my future CEO and COO. Over coffee we discussed our various...

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How InVision Picks the Right Product Management Tools for Support

Support teams almost always know more about their customers than anyone they work with. They’re talking to them constantly, whether through email, chat,...

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FullStory’s Secret Recipe for the Tastiest Support Metrics

Hi, my name is Jaclyn and I’m a Hugger. <queue chorus of Hi Jaclyn> Hugging, for those unfamiliar with this FullStory...

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4 Tips for Helping Your Customers Support Themselves

As a FullStory Hugger, part of my job involves helping customers, but in more forms than the traditional ticket-jockeying of a support agent role....

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Empathy at Scale: Meet FullStory Huggers

Everybody looooves talking about “scale” these days. But how do you scale “genuinely giving a crap about your customers”? We recently asked ourselves that...

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