Case Study: Gather achieves smoother onboarding and one-touch issue resolution with FullStory

Gather Uses FullStory to Smooth Onboarding, Solve Customer Issues

Gather, a Seattle-based software company, offers a visual project management tool tailored for interior designers that centralizes project details and client communication. Their main challenge was onboarding new users and diagnosing customer issues quickly—users often got stuck during setup and support teams spent time chasing screenshots and explanations.

By using FullStory session replay (integrated with Intercom and Trello), Gather can watch real user sessions to identify onboarding friction and jump directly into customer experiences when tickets arrive. This has led to faster, one-touch troubleshooting, reduced onboarding drop-offs, quicker issue resolution, and broader customer adoption.

Gather

Scottie Elliott

Co-Founder