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

About Cherry Technologies

Headquarterd 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 veterinary and beyond, Cherry helps providers offer seamless financing, making essential treatments accessible to more people (and their pets 🐶).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

Cherry implemented Fullview—first with co-browsing and session replays to boost agent efficiency, and more recently with Fullview's AI Agent to take their support automation to the next level.

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

Co-browsing & Session Replays

Fullview's co-browsing and session replay tools allowed agents to:

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

AI Agent

As Cherry continued to scale, they began setting up Fullview new AI Agent to automate responses to common support queries. The AI agent can handle requests like:

• Explain card declines in their application
• Guiding customers through making payments
• Navigation guidance within the Cherry dashboard
• Dozens of other types of product support questions

Unlike traditional chatbots, Fullview's AI Agent doesn’t just respond with text—it can visually guide users within the Cherry product experience. That means less confusion, faster resolutions, and a more intuitive support experience for users. More on this exciting new implementation soon!

Issac continues to add: 

When I first saw the AI Agent and what it accomplished out of the box, I was blown away. Every teammate I then showed it to had the same reaction, and we’ve heard the same from our customers. It’s been so impressive that we’re going to continue to leverage the AI Agent not just for support, but for customer onboarding soon too.

The Results

Since implementing Fullview, Cherry Technologies has transformed its support operations. Agents are able to work more efficiently and with greater context, customers benefit from faster, clearer answers, and the support team now has the capacity to handle growth without being overwhelmed.

Customers and internal stakeholders alike have noticed the difference: smoother interactions, more autonomy through automation, and a stronger sense of trust in the support experience. The AI Agent, with its visual guidance capabilities, has especially stood out—bridging the gap between static chatbot replies and the dynamic assistance users really need.

What's Next

With Fullview powering both their reactive and proactive support strategies, Cherry Technologies is exploring deeper integrations and expanding AI coverage to more complex workflows.

Want to see how Fullview can transform your customer support?

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