Case Study: Moosejaw achieves faster issue resolution and improved customer experience with FullStory

Moosejaw uses FullStory to solve countless UX and CX issues

Moosejaw, a 28‑year‑old outdoor retailer that does the majority of its business online, launched a new website and quickly encountered unexpected UX and customer support challenges. Pre-launch priorities didn’t always match real user pain points, and support agents were often left with vague bug reports that took hours to interpret and act on.

By using FullStory’s session replay and frustration heuristics (Rage Clicks, Dead Clicks, Error Clicks), Moosejaw linked customer comments to exact user sessions, triaged issues in seconds, and audited the checkout funnel to eliminate friction like confusing address verification errors. Today 4+ teams use FullStory, time to understand feedback has dropped from hours to seconds, and the company is fixing real user problems faster, reducing frustration and improving conversions.

MooseJaw

Michael Moore

Chief Technology Officer/CIO