How Goodlord Turned Their CX Into A Competitive Advantage With Fullview

Goodlord, a leading property technology platform, is revolutionizing how rental agencies manage the rental process as the market leader in the UK, and now they’re doing the same for how they support their users. By integrating Fullview AI, Goodlord has significantly improved the speed and quality of its customer success, support, and training workflows. The result? Faster issue resolution, more intuitive user onboarding, and a seamless hybrid between human and AI-led support.

The Challenge: Scaling High-Touch CX Efficiently

Goodlord’s customer success team plays a vital role in helping clients navigate a platform that touches every step of the tenancy lifecycle, from referencing to rent collection. But with growth comes complexity:

• New users needed contextual, hands-on onboarding.
• Support agents were fielding repeat “how-to” questions.
• Reps needed better ways to proactively guide clients through evolving features.

Goodlord needed a solution that could scale human-like assistance without compromising personalization or accuracy.

Enter Fullview AI: Dynamic Visual Guidance at Scale

Fullview AI integrates directly into Goodlord’s workflows, enabling both human agents and AI agents to visually guide users through any part of the platform. This visual co-browsing experience eliminates the friction of written instructions or long ticket back-and-forths.

✨ AI-Powered Visual Guidance

Fullview AI dynamically analyzes user behavior and context to generate visual guidance overlays in real time. Whether it’s walking a letting agency through uploading documents, updating a tenant’s status, or navigating compliance workflows, Fullview AI can:

• Recognize user intent on the platform.
• Automatically highlight relevant elements on-screen.
• Guide users step-by-step with contextual instructions and arrows.
• Trigger autogenerated journeys based on product or support data.
• Automatically update itself as the Goodlord UI changes

🧑‍💼 Human + AI Collaboration

Goodlord’s support agents and CSMs now have a powerful assistant by their side:

• Proactive Help: CSMs can preemptively deploy visual guidance before issues arise.
• Co-Browsing : AI steps in when humans aren’t available without needing a full remote session. If humans are needed, their team can also escalate to a human-led cobrowsing session.
• Faster Resolution: Repetitive tickets (like “How do I resend this?”) are resolved in seconds with visual AI help.

The Impact: Delightful CX at Scale

Since implementing Fullview AI, Goodlord has seen meaningful improvements:

• Support Efficiency: Average resolution time for standard queries has dropped.
• User Satisfaction: NPS scores and CSAT have improved, as a result of bette educated users thanks to the intuitive help users now receive.
• Team Productivity: Agents focus on high-value tasks while AI handles the repeatable.

In short, Goodlord is delivering concierge-level support without concierge-level costs.

What’s Next

Goodlord is continuing to expand its use of Fullview AI, exploring:

• Custom visual journeys tailored to user segments.
• Deeper integrations with CRM and analytics to predict user struggles.
• Even tighter collaboration between AI agents and customer-facing teams.

Fullview AI is not just a support tool, it's a co-pilot for customer success.

Goodlord’s story is a blueprint for any company seeking to combine human expertise with the power of dynamic, contextual AI. Ready to transform your support? Let’s talk.

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