Ambassador builds referral tracking and management software. A leader in Detroit’s emerging startup community, they work with companies such as SendGrid and T-Mobile to engage their customer's customers as advocates, aka brand ambassadors.
For Ambassador to help their customers foster a community of advocates, they must first create advocates of their own customers. That’s been Jeff Epstein’s mission since first founding Ambassador.
To create a great customer experience, Jeff was first interested in learning how Ambassador’s customers interact with their product. With traditional UX testing, Jeff was able to view “a handful of biased reports” from the company’s test subjects. “The feedback was good... sometimes,” he lamented.
That’s when the Ambassador team found FullStory. “It was like night and day,” Epstein said. “Going from one user with bias recording a single data point to a huge set of unbiased data points really changed how we think about user experience.” Further, because Ambassador is a Segment customer, they were able to roll out FullStory almost instantly. “It was insane, we went from nothing to slicing and dicing different user sessions instantly,” Epstein commented.
It was insane, we went from nothing to slicing and dicing different user sessions instantly.
FullStory quickly spread through the Ambassador organization. “Our Marketing Director used to struggle coming up with more than a couple different A/B tests on his own,” said Epstein. “With FullStory, we can watch 20 or 30 sessions and come up with at least 5 new tests at a time. And some changes are so obvious that they go straight into the product!”
Our Marketing Director used to struggle coming up with more than a couple different A/B tests on his own... but with FullStory, we can watch 20 or 30 sessions and come up with at least 5 new tests at a time. And some changes are so obvious that they go straight into the product!
In addition, Ambassador’s support team now uses FullStory to advocate for customers and preempt any customer issues. It “eliminates friction between support and other parts of the organization,” leading to better internal and external interactions.
Is your organization ready to empathize with your customers like never before? Crafting a wonderful customer experience is difficult, but FullStory is here to help. Give it a try!
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