Case Study: BrightLocal turns support tickets into product intelligence with Fullview

BrightLocal cuts support resolution time with Fullview

BrightLocal, a UK-based marketing software platform for local SEO, faced a significant challenge with its customer support team spending excessive time diagnosing vague support tickets. Their agents were effectively blindfolded, forced to play a long game of back-and-forth questions with users to understand issues, which dissolved hours and reduced team morale. To turn support into a source of product intelligence, BrightLocal implemented Fullview's session replay software.

By integrating Fullview with Zendesk, BrightLocal’s support agents could automatically watch session replays to see exactly what a user did before an issue occurred, eliminating the need for customers to describe their screens. This solution drastically reduced resolution times on ambiguous tickets, made engineering escalations reproducible for faster fixes, and allowed the product team to catch UX friction early. The vendor, Fullview, stuck because it required no behavior change from agents and created crucial cross-functional gravity between support, product, and engineering.

BrightLocal