User-generated content industry leader Bazaarvoice delivers 20% faster response time with Fullstory
Headquartered in Austin, TX, Bazaarvoice is a leading global end-to-end user-generated content (UGC) platform, partnering with over 12,000 brand and retail websites with more than 1.3 billion monthly shoppers and 11 million monthly new reviews, images and Q&A responses. Bazaarvoice connects brands with the voices of their customers, and uses Fullstory to identify actionable behavioral data insights across the organization.
“‘The customer is key’ is one of our organization’s core values. Using Fullstory allows us to be close to that customer and empathize with them—by doing that, we can create the best digital experience for our clients."
-Sorcha McNamee, Technical Program Manager at BazaarvoiceBazaarvoice improves review response time, accesses CX insights, and removes silos with “Fullstory Fridays”
Refine a new product experience
After launching a new platform, Bazaarvoice set an ambitious goal to shorten the amount of time it took to respond to a review. Fullstory’s DX insights helped reduce the response time saving the team more than 20% of valuable response time.
The team also used Fullstory to identify which accounts should be prioritized for migration to the new product, allowing Bazaarvoice to ensure a smooth transition for key clients.
Drive collaboration across the organization
Fullstory brings teams across Bazaarvoice—from design to engineering to product—together to understand how users are navigating their product. Each week, these teams come together for “Fullstory Fridays,” where they watch sessions and share out actionable insights from Fullstory. For example, a team may look at funnel conversions for a particular week or delve into how they can improve a process in a session. These shared real-time insights enable the teams to identify, communicate and action issues and opportunities quickly, together.
With the help of Fullstory, Sorcha has further championed the DXI mission at Bazaarvoice—she has trained multiple “Observability Champions” across the organization responsible for helping to embed observability and DXI into daily processes and practices.
Learn more about the important role of DXI engineers.
Access insights they never thought possible
“When we first used the Fullstory demo, I said to my manager: ‘I don’t think this is real,’” said Sorcha. “The insights we could access right out of the box—such as error clicks and Rage Clicks—are metrics I never even imagined we could have without doing any work at all.”
Bazaarvoice uses Fullstory to uncover conversion trends faster, discover pain points and bottlenecks more quickly, and deliver the best customer experience possible.
