Case Study: Moosejaw achieves faster issue resolution and higher conversions with FullStory

How the support team uses playback sessions to “engagingly engage” with customers

Moosejaw is a national outdoor apparel and gear retailer known for its quirky, “engagingly engaged” customer culture. The support team struggled to reproduce and diagnose website issues reported by customers, relying on ad hoc testing that diverted time from serving shoppers and often required chasing customers for more details.

Moosejaw implemented FullStory to replay customer sessions so support and QA can see exactly what happened, eliminating needless back-and-forth and speeding root-cause analysis. The team now uses FullStory proactively during deployments (including Rage Click detection) and for fraud screening, which has improved release quality, increased successful purchases, reduced abandonment, and allowed support to provide more timely, effective service.

MooseJaw

Jerry Hoopfer

e-Commerce Project Manager