Case Study: Breather achieves faster customer support and quicker debugging with FullStory

Session Replay Transforms Customer Support for Workspace Company

Breather provides on-demand private workspaces across North America and the UK, but despite comprehensive quantitative tracking, teams—especially Customer Care—lacked a qualitative view of actual user behavior. That gap made it hard to reproduce complaints or understand confusing flows, leading to friction during booking and support interactions.

Breather integrated FullStory into their Admin Panel (“Backstage”) via Segment so Customer Care and engineering could watch real user sessions, reproduce issues (e.g., a misleading payment “success” screen and a hidden TOS checkbox), and diagnose console errors and DOM problems quickly. The result: faster debugging, clearer evidence for engineering fixes, measurable time savings that cover the subscription cost, and company-wide adoption of session replay to improve support and product experience.

Breather

Simon Trudeau

Digital Analytics Director