category • 28 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.

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

TravelPerk Improves NPS, Customer Support, and UX with Session Replay

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

The Balance Between Customer Advocacy and Product Management

Customer advocacy is one of those things that seems like it should be simple. A customer has a problem, someone picks that up and...

Daniel Falko on

How Proactive Support is Done Today

A look at implementing proactive support through culture, organizational structure, tools and metrics. In our last post — What is Proactive Support?, we defined proactive...

Justin Owings on