At Fullview, our mission is to create the best end-to-end customer support platform to bridge the knowledge and workflow gaps between support and product teams. Today, we’re excited to announce that we’re one (giant) step closer to doing so, after having raised $7.5 million in seed funding! This is also Denmark’s largest seed round ever, which is just another feather in our cap 🪶 🎩
The round is led by global investor Lightspeed Venture Partners with participation from previous investors Cherry Ventures and Seedcamp. It features a dozen founders and executives from top tech companies in Europe and Silicon Valley like Coinbase, Unity, Pleo, Zapp, DoorDash, Instana, Dixa, and Pitch among many others.
The funds will go towards further accelerating the product roadmap and building new growth and design teams in 2022 to realize our mission of creating a platform to consolidate the fragmented tools and manual workflows of today’s support and product teams.
Customers buying B2B software have more choices than ever before, leading to greater churn rates. This makes them demand more of their vendors, which is why 93% of companies recently surveyed by HubSpot stated their customers have higher and higher support expectations.
Meanwhile, support representatives at SaaS companies are solving an average of 181 tickets per month and taking up to 45 minutes per ticket. Support representatives and the product teams they collaborate with simply don’t have the right modern and dedicated tools to deliver fast and scalable support without losing the human and personal touch needed for a positive customer experience.
"Fullview is the most complete end-to-end platform vision for technical support and we’ve been looking for a company like them for a long time," says Anoushka Vaswani, a partner at Lightspeed Ventures and one of the main investors.
"The market is facing massive secular trends from remote and distributed work. When we met Daniel and Dorin and saw the Fullview demo, we saw a business that was replacing the existing siloed technical support stack across session recordings, customer calls, screen control and console logs. Fullview’s product not only aims to handle the support interaction but then automatically record the session and session details to route any issues that need to be debugged to the development team.”
Fullview to the rescue.
“When customers experience problems in a product and need guidance, they expect fluid, personalized support — not long wait times and constant back-and-forth communication,“ says CEO & Co-Founder Daniel Bakh.
“SaaS companies struggle to deliver customer support that is personalized, fast and scalable at the same time. That’s what we’re here to change. And we’re excited to have the backing from world-class investor Lightspeed, and top SaaS founders and support executives joining us in making the customer support experience a seamless one, both for the customer and the support representatives.”
We’re fleshing out our offerings and things are moving fast! We want to be the best in the business, so here’s what you can do with Fullview:
One-click in-app calls
No more awkward coordination across email, chat and Zoom. Call your users from within your app with the touch of a button. Switch seamlessly between audio calls, video calls and cobrowsing 📲
We’re replacing static screenshots and screen sharing with collaborative cobrowsing. Use it to see exactly what your users see, draw on their screen, highlight what’s important and solve issues together 👯
Sometimes, the best and quickest way to solve a user’s issues is to take control. Our screen control feature allows you to do just that. Fully GDPR compliant and ISO 27001 ready. You’ll only have access to a user’s tab, not their entire system 🎛️
Available soon, our session replays feature gives each agent access to a user’s previous sessions, so you can view them and diagnose issues before you even get on the phone. You can also use it to develop insights by flagging recurrent issues and solving them before they become big problems ✅
View a user’s metadata, including OS, browser, IP and location. We also collect meta events, including console, network, DOM events, button clicks, script errors, unhandled rejections and more to help give developers a more complete picture of technical issues 🪲
We also just launched our API integration and a better dashboard, which means that you can:
- Search for users with a name or email.
- See which users are online, idle or offline.
- Start a support call without having to generate and send a session link. It’s now one-click away.
This means that you’ll spend less time resolving customer service tickets, won’t have any painful coordination across email, chat and video conferencing platforms and create a smoother experience, more context and happier users.
Wrapping things up
New things are happening all the time, morale is high, the juices are flowing and now, with this latest investment round, we’re more excited than ever before to build this company from the ground up and take it to the moon and beyond 🚀
Here’s just some of what to expect in the next few weeks:
- Integrations with Jira, Zendesk and Intercom
- In-call chat and notification system
- Analytics dashboard
- Multiple teams
- Labeling sessions
- Call recordings
- A widget
All of these features are developed in collaboration with you, our users, who are kind enough to provide feedback and advice when we need it. If you’d like to submit a feature request, please do so here.
Finally, we just want to say a big thank you to our investors, our team, and, most importantly, our users. We couldn’t have done it without you.
Signing off for now,
Daniel and Dorin.