Case Study: Wistia achieves more upgrades and streamlined support with FullStory

How Wistia’s growth team uses FullStory to run experiments

Wistia is a professional video hosting platform for businesses that helps companies publish, track, and engage audiences with online video. As Wistia scaled, its support team was “reaching a breaking point” and product development was too disconnected from real user experiences—support couldn’t reproduce many reported issues, engineers got pulled off projects to investigate indeterminate problems, and conversion friction went unnoticed.

Wistia implemented FullStory (with a Zendesk integration) to replay sessions, build an escalation flow, and empower technical support champions to diagnose issues before involving engineers. That shift let support resolve the majority of problems, saved engineering time, and exposed UX friction—leading Wistia to add a second in‑app upgrade path that now drives the majority of upgrades (about 60/40). The result: faster issue resolution, higher conversions, and a stronger, empathy-driven product development process.

Wistia

Jeff Vincent

Director of Product Management