category • 30 POSTS

Customer Support

FullStory goes hand-in-hand with Customer Support, connecting the dots using session replay and live, saving time, making support professionals more effective, and customers happier.

Shopify Improves Their Help Center With Session Replay

Help centers are scary—users need answers that solve their product or service problems. Shopify improves the user experience on their knowledge base using a combination of session replay in FullStory and Optimizely A/B tests....

Justin Owings on

5 Customer Experience Optimizations for the Best Holiday Season Ever

For anyone operating an e-commerce retail store, the winter holidays are both beautiful and terrifying. It’s the biggest time of year for sales,...

Caitlin Brett on

9 Amazing Customer Service Stories to Inspire You

One of the best drivers of customer experience is word-of-mouth. That's why when companies go above and beyond, customers notice....

Daniel Falko on

How FullStory Helps TravelPerk Give First-Class Customer Service

An in-app screenshot from the TravelPerk app, a free web app that allows you to book and manage your business travel.Today’s FullStory...

Justin Owings on

What is Session Replay Useful For?

Session replay (a.k.a. session recordings or playback) can speed bug fixes, give support superpowers, boost conversion rates, help understand UX, and more....

Justin Owings on

Mary Meeker on Internet Trends and Customer Experience

A look at Mary Meeker’s KPCB 2017 Internet Trends report. Mary Meeker’s annual take on Internet trends is must-read material for anyone...

Justin Owings on

Breaking Our Addiction to the Queue

When we’re too focused on managing the customer support queue we can end up not focusing on the overall customer experience. That’s...

Ben McCormack on