Product Updates · 4 min read

How FullStory enhances Salesforce and deepens customer insights

Sanjay Bharadhwaj Vijayaraghava
Posted May 07, 2019
How FullStory enhances Salesforce and deepens customer insights

Amplify your customer support and customer success efforts with the FullStory⇆Salesforce integration.

As the world's largest CRM platform, Salesforce is a powerful tool for tens of thousands of companies, assisting everything from customer relationship management to customer support, customer success, and more—and "more" now includes extending Salesforce with deep customer insights provided by FullStory search and session replay.

Here's what the integration can do for you:

  • Connect Salesforce Service Cloud to FullStory and never have to ask for a screenshot again. FullStory session replay gives you the context your support professionals need to solve customer tickets fast and effectively.

  • Connect Salesforce Sales Cloud to FullStory and understand your customer's experience with your product, what features they are using (or not!), and what questions or concerns they have as well as what questions or concerns they may not have voiced.

  • Any object—starting with Cases, Leads, and Contacts—can be tied to FullStory sessions.

  • Everything can be done while maintaining privacy! Configure this integration to use an anonymous User ID so that only the necessary data is passed on to FullStory.

If you're ready, jump right to our Knowledge Base article and get going. The integration uses the Salesforce AppExchange. Our listing is here and FullStory is "Lightning ready," and it takes just a few steps to get started.

-OR- if you're curious to know more about how FullStory extends Salesforce's customer success and customer support efforts, read on.

FullStory ⇆ Salesforce Service Cloud

The problem: Getting the context you need to solve support tickets

Your job is to support customers efficiently and effectively, with as few touches as possible. The challenge is that support tickets can be terribly vague and unclear—customers struggle to explain just what isn't working, or what broke on your site or with your product.

"Could you take a screenshot?" ... "Could you walk me through what you were doing?" These common support questions have been nearly unavoidable and result in complex, hard to understand answers. They can quickly take a bad customer experience and make it worse.

The problem of understanding context around a support ticket goes away with FullStory. With FullStory, you just replay the customer's session, watch what they did, and understand exactly what they saw that led to them filing a ticket.

How the FullStory Lightning Component appears on the Case page in Salesforce. Here you get a full list of the customers sessions to investigate exactly what problem they were experiencing.

How Salesforce Service Cloud ⇆ FullStory works

With the Salesforce Service Cloud integration with FullStory, you never need to ask for a screenshot again. Customer problems automatically have the most recent FullStory session recordings for the user alongside the case. Your support professionals can review customer sessions for the much-needed context around a customer's problem. With FullStory, you can even "Go Live" and co-browse with your customers to see what they see in real-time.

The result is fewer touches, greater clarity, faster resolution, and improved customer support metrics.

Plus happier customers.

Watch how you can proactively help a struggling customer who ran into an error on your site in this short video (0:43, no sound):

How to get started with the integration

The Salesforce ⇆ FullStory integration uses Salesforce AppExchange and there are a handful of steps you'll need to go through to get fully set up with FullStory for Service Cloud and Sales Cloud. Open up our Knowledge Base article to get started.

The end result is that you can use the FullStory Lightning Component in Salesforce on any record page. Use the included configuration for Cases, Contacts, or Leads pages, or add your own configuration for other objects. Wherever the FullStory component is present, you'll get a list of sessions that correspond to the customer in question.

But wait: Privacy matters!

Your users care about privacy, and so do you! Users entrust you with their personal data, and you don’t want to share that data with other systems unnecessarily. The Salesforce ⇆ FullStory integration can be configured to fetch user sessions using an anonymous user ID, rather than a user’s email address. No need to send email addresses or any other personal information into FullStory!

Now go and drive customer success with Salesforce and FullStory!


Sanjay Bharadhwaj VijayaraghavaSoftware Engineer

About the author

Sanjay Bharadhwaj Vijayaraghava is a Software Engineer at FullStory. He's based in Atlanta, Georgia.

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