How Fintech Leader Cherry Technologies Streamlined and Automated Customer Support With Fullview

About Cherry Technologies

Based in San Francisco, Cherry Technologies is revolutionizing the way people pay for healthcare by enabling flexible, patient-friendly payment plans at the point of care. From dental to cosmetic clinics, veterinary and beyond, Cherry helps providers offer seamless financing, making treatments accessible to more people. With a strong focus on customer-centricity, Cherry needed a support solution that could keep up with its rapid growth while maintaining a high bar for quality.

The Challenge

As Cherry expanded its provider and patient base, the volume and complexity of support tickets grew exponentially. Their support team faced key challenges:

• Limited visibility into user issues, leading to long resolution times.
• Manual investigation processes, which slowed down response times.
• Scaling difficulties without sacrificing personalization.

Cherry needed a solution that would allow them to resolve tickets faster, reduce agent workload, and improve the overall customer experience.

The Solution

Fullview has enabled our teams to both understand the root cause of issues more quickly and unblock customers immediately by leveraging their best-in-class co-browsing product. We’ve not only increased one-touch resolution and customer satisfaction, but also reduced engineering time spent investigating issues

Cobrowsing & Session Replays

Fullview's cobrowsing and session replay tools allowed agents to:

• Instantly understand what users were experiencing
• Solve problems in real time by jumping directly into sessions
• Eliminate the need for back-and-forth screenshots or vague descriptions

Rather than asking users to explain what's on their screen, Cherry's support agents can simply see it — and fix it on the spot. Whether it's a payment flow issue, a dashboard navigation question, or an edge case bug, cobrowsing turns a potentially lengthy ticket into a fast, guided resolution.

The Results

Since implementing Fullview, Cherry Technologies has transformed its support operations. Agents work with greater context and efficiency, customers benefit from faster and clearer resolutions, and the support team has the capacity to scale without being overwhelmed.

Customers and internal stakeholders alike have noticed the difference: smoother interactions, shorter resolution times, and a stronger sense of trust in the support experience.

What's Next

With Fullview at the core of their support strategy, Cherry Technologies is exploring deeper integrations and expanding real-time visual support to more complex workflows across their product.

Want to see how Fullview can transform your customer support? Book a demo →

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