Fullstory Partner Program | Kustomer

Overview

Integrating FullStory into Kustomer unites each customer’s historical interactions with their current activities, providing real-time insights that drive resolution and prevent the need to ask repetitive questions. Every conversation is directly linked to an instant replay of the customer’s web browsing activity, including the moment their issue occurs. It’s a truly chronological view of the customer journey right to the present day, so you can deliver informed and effective decisions.

Get the most out of FullStory + Kustomer

See Things from Your Customer’s Perspective
Take chat to the next level and understand what prompted your customer to contact customer service in the first place. Session replays provide full visibility into a customer’s behaviors and intentions, including the moment things go wrong. Cobrowsing capabilities save your agents additional time by helping get to the heart of the issue.

Reach resolutions faster.
With one-click access to session replays from the Kustomer timeline, agents are equipped with the customer’s entire purchase and interaction history, in addition to their most recent web activity. With the ability to collaborate and share sessions with other teams in Kustomer, including timestamp tagging, you can bring everyone to the table instantly and drive down handle times.

Proactively engage potential buyers.
Put Fullstory’s metrics to good use with Kustomer’s segmentation and proactive support capabilities. With insights around buying intent, like items entered and removed from a shopping cart, you can target specific customers with campaigns that drive them to complete their purchase.

How it Works

Within Kustomer, an agent can gain visibility into why the customer initiated a chat in the first place. The integration places a direct link to the FullStory session alongside the chat module in the customer’s timeline. The integration opens up collaborative capabilities powered by Kustomer, so you can loop in other platform users, or even from other departments, to help solve issues. In addition, data from Fullstory can be fully imported into Kustomer to power additional functionality like customer segmentation and proactive engagement opportunities. The result—improved average handle times and increased satisfaction.

Built by: Kustomer

Setup: Support enabled

Support: This integration is built and supported by Kustomer.

Version: 1.0

Please contact Kustomer to enable this integration.

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