How Mews Delivers White-Glove Hospitality Support at Scale With Fullview

About Mews

Mews is transforming hotel operations with a modern, cloud-based property management system that streamlines reservations, payments, housekeeping, and more. Designed for the hospitality brands of tomorrow, Mews powers thousands of hotels and properties globally with technology that puts guest experience and operational excellence first.

With this innovation came complexity-and with complexity came a growing need for support that was as smooth and intuitive as the product itself.

Fullview completely transformed how we provide support to our customers. It’s fast, intuitive, safe and deeply personal. 55% of the queries which come through chat, no matter how complex, are resolved within the chat, delivering a customer experience at CSAT of over 90%.

‍The Challenge: When Urgency Meets Expectations

Hotels don't have time for delays. When something isn't working, or a staff member needs help navigating a new module, the impact is immediate: delayed check-ins, frustrated guests, and disrupted workflows.

As Mews continued to capture market share, their support team found themselves juggling:

• Real-time, high-stakes requests across multiple time zones
• Users with varying levels of technical skill, often under pressure
• Complex scenarios that were difficult to diagnose and resolve remotely

In hospitality, every second counts. Mews needed a way to not just respond quickly, but resolve effectively.

The Solution: Stepping Into the User's Shoes

Mews integrated Fullview Cobrowsing to give their support team the ability to see exactly what a user sees — in real time, without friction. No screen-share downloads, no back-and-forth explaining what's on screen. Just instant, embedded live visual context.

With Fullview Cobrowsing, Mews support agents can:

• Join a user's session instantly and guide them through bookings, billing, or system settings in real time
• Eliminate lengthy troubleshooting exchanges by seeing and resolving issues directly in context
• Step in at the most critical moments — like hotel staff needing help mid-check-in or during a live booking

Creating a Customer-Centric Support Model

Cobrowsing transformed Mews support from a reactive safety net into a proactive, personalized part of the product experience. Rather than asking users to describe their problem, agents can simply look alongside them and resolve issues on the spot — even on edge cases that would otherwise require escalation.

The result is a support model that feels less like customer service and more like a concierge: present, precise, and always on hand when it matters most.

What's Next

As Mews continues to expand globally, they're exploring ways to bring Fullview Cobrowsing to more touchpoints across their product — extending real-time, in-context support to the frontlines of hospitality at scale.

Want to empower your support team with real-time cobrowsing? Book a demo →

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