Case Study: Yakima Chief Hops cuts CX issue resolution time in half with FullStory

How North America’s largest hop supplier, Yakima Chief Hops, increases its digital experience maturity

Yakima Chief Hops, a grower-owned Washington-based hop supplier, needed a way to support lean engineering teams with better data and analytics to proactively find defects and improve software quality without dedicated QA or UI/UX staff. The company turned to FullStory and its session replay capabilities to help monitor user behavior and identify issues faster.

Using FullStory, Yakima Chief Hops’ engineers could measure frustration signals, spot bugs early, and diagnose problems without lengthy troubleshooting. FullStory helped reduce support tickets and customer churn while saving time and money, with measurable results including 10% engineering time saved each sprint, 50% support time saved per incident, and 30% of defects identified proactively.

Yakima Chief Hops

Jordan Gottlieb

Director of Software Engineering