Case Study: Sendoso personalizes support, saves time, and innovates features with FullStory

Sendoso provides specialized support and innovates 
 new features with FullStory

Sendoso, a leading sending platform for revenue teams, needed a better way to deliver personalized support, speed up issue resolution, and identify meaningful product opportunities from real user behavior. Their challenge was avoiding lengthy screen-sharing sessions, preventing unnecessary engineering involvement for non-bugs, and uncovering new feature ideas customers didn’t explicitly request.

By using FullStory’s Session Replay and rich user data, Sendoso’s CSMs can quickly watch sessions to diagnose issues, target outreach for feature adoption, and triage tickets before escalating to engineers. The approach saved the support team 104 hours a year, enabled FullStory to resolve 20–25% of bugs, and cut about one hour from time to resolution per bug, while also surfacing ideas for new features.

Sendoso

Kelly Hoover

Senior Product Manager