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 using a new module, the impact is immediate: delayed check-ins, frustrated guests, or disrupted workflows.

As Mews continuously succeed 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 troubleshoot

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

The Solution: Stepping Into the users shoes

Fullview enables Mews to:

• Guide users through bookings, billing, or system settings in real time
• Eliminate back-and-forth by providing live, visual help in context
• Provide support at the most critical moments, like hotel staff needing help with guest check ins and bookings.

Creating a Customer-Centric Support Model

With Fullview, Mews support became more than just a safety net, it became a strategic and personalized part of the product experience. Users can receive faster in-app visual support, troubleshoot even on edge cases, and empower hospitality teams with confidence. They were increasingly freed up to focus on more strategic interactions versus repetitive product support, thanks to Fullview's intelligent, guided support.

The result? A support model that feels less like customer service and more like a concierge.

What’s Next

As Mews continues to expand globally, they’re exploring ways to integrate this level of in-product support into more areas — bringing real-time guidance to the frontlines of hospitality.

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