Case Study: PandaDoc achieves higher NPS, faster debugging, and improved product experience with FullStory

PandaDoc Improves Their Product, Boosts NPS, and Debugs Fast With FullStory

PandaDoc, a cloud-based document platform that helps sales teams create and manage proposals faster, needed a consistently smooth digital experience—particularly as it rolled out a redesigned Editor 2.0. Relying on traditional, paid usability tests left the product team with biased, hard-to-scale insights and uncertainty about how new users would discover and adopt key features.

By using FullStory to watch real user sessions, segment behavior, and link replays to Sentry error reports, PandaDoc sped debugging and support, caught critical bugs in canary tests, and ran team “Game Film” sessions to build empathy. The outcome: faster, more accurate troubleshooting (developers report up to 10x faster investigations), improved support resolution, and a meaningfully higher NPS for Editor 2.0—resulting in happier customers and smoother onboarding.

PandaDoc

Nathan Lippi

Product Manager for Growth and Insight