Case Study: Mews Achieves 90%+ CSAT and 55% First-Touch Resolution with Fullview

Mews delivers +90% CSAT and 55% first-touch resolution with Fullview

Mews, a provider of a cloud-based property management system for the hospitality industry, faced the challenge of delivering urgent, effective support to its global customers. Their support team needed to resolve complex, high-stakes technical issues for users under pressure, as delays directly impacted hotel operations like guest check-ins. To address this, Mews turned to Fullview and implemented its cobrowsing solution.

By integrating Fullview Cobrowsing, Mews enabled its support agents to join user sessions instantly and see their screens in real time. This allowed for direct, in-context guidance and troubleshooting without lengthy explanations. The solution from Fullview transformed their support model, resulting in a 55% first-touch resolution rate for complex cases and achieving customer satisfaction scores of over 90%.

Mews