How can I understand what my customer is asking in this support ticket and reduce the number of e-mail communications?
When your customers write in to support, you don't always have the context needed to troubleshoot their issue or you may not fully understand their question. A FullStory session adds clarity, allowing you to view your customer's problem session to get a better understanding of the issue instead of creating a frustrating e-mail exchange for your customer due to lack of understanding.
1) Find the FullStory session URL where the issue occurred.*
2) View the session to understand your customer's meaning more clearly. Look for clues to answer these questions.
Search for the session in FullStory with a date and time range and identifying user details. In this example, we use their e-mail address, but for you this might be a Name, UID, or custom identifying variable.
Using one of our Support integrations, retrieve the session directly from the support application. Here is an example of our Zendesk integration:
Using fs.getCurrentSessionURL, have a session link directly embedded in your support ticket:
Similar recipes you can cook up in FullStory:
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