Case Study: Kayako boosts adoption and reduces churn with FullStory

Kayako Boosting adoption & reducing churn with faster, richer customer insights

Kayako, a customer- and staff-friendly helpdesk founded in 2001, now focuses on enabling proactive service for its 13,000 users. Product marketing lead James Doman-Pipe could see low activation and unused features through Totango and Segment, but lacked the contextual “why” behind user behavior; customer interviews were slow and unscalable, leaving the team with lots of data but little actionable insight.

After installing FullStory, Kayako gained real‑time, session‑level visibility that nontechnical team members could use immediately, moving them to insights 4x faster. The team uncovered critical UX gaps (users skipping onboarding and getting stuck in admin), launched a new interest‑based onboarding flow, and began proactively diagnosing churn drivers (user error vs. bugs) to win back at‑risk customers—improving adoption and reducing monthly churn tied directly to retention and revenue.

Kayako

James Doman-Pipe

Product Marketing Manager