Case Study: Zenstores achieves halved support resolution time, improved product engagement, and better conversion funnel efficiency with FullStory

Zenstores Puts FullStory to Work for Support, Engagement, and Conversion Optimization

Zenstores is a platform that helps e-commerce retailers manage order distribution and understand sales trends. Because their software is critical to customers’ dispatch processes, support issues must be resolved immediately, yet email, phone, and chat left support teams dependent on customers’ explanations. At the same time, product and marketing teams needed richer, more human insight into app usage and conversion funnels than interviews and analytics alone provided.

By adding FullStory session playback across support, product, and marketing, Zenstores can watch real user sessions to see the exact context of issues, cutting many support resolutions to about half the time. FullStory also enables unbiased, scalable qualitative testing to surface UI problems and unexpected behaviors for product improvements, and it reveals nuanced user flows and points of confusion that help optimize trial sign-ups and other conversion funnels.

Zenstores

Alex Myers

Head of Marketing