Case Study: Vivid Seats improves ticket-buying experiences with Fullstory

Vivid Seats uncovers 8 critical site errors and preserves 10K conversions with FullStory

Vivid Seats, a leading ticketing marketplace, faced challenges in understanding user behavior within its complex ticket-buying funnel and in catching hidden technical issues that other monitoring tools missed. These problems, including a critical drop in checkout clicks during a seat map test, risked significant lost revenue. They turned to Fullstory and its Digital Experience Intelligence platform for clearer visibility.

Using Fullstory's Session Replay, Conversions, and custom events, Vivid Seats identified eight critical site errors missed by other tools, many during checkout. This allowed them to quickly validate fixes and improve testing. As a result, Fullstory helped preserve an estimated 10,000 conversions per error, smoothed the checkout experience, and expanded insights across over 100 users in the organization, making behavioral data central to decision-making.

Vivid Seats