Making the customer support experience more seamless, Fullview fetches $7.5 million

The market is facing massive secular trends of remote and distributed work. Customers buying B2B software have more options than ever before and as a result have higher expectations of their vendors and therefore higher churn rates. 93% of companies surveyed said their customers have higher support expectations than before the boom in SaaS companies over the past few years. Meanwhile, SaaS company support reps solve an average of 181 tickets per month, taking up to 45 minutes per ticket.

Support reps and the product teams they work with internally more often than not don’t have the right modern, dedicated tools to deliver fast, scalable support without losing the human, personal touch necessary for a positive customer experience.

Betting big on the segment, Paris-headquartered Arianee raised €20m in a Series A funding round and Berlin-based Superlist recently brought in €10m. Another company joining the ranks is Danish startup Fullview. The platform enables SaaS companies to provide faster, more personalized customer support and has raised $7.5 million in funding. The round was led by global investor Lightspeed Venture Partners with participation from previous investors Cherry Ventures and Seedcamp. The round includes founders and executives from top tech companies in Europe and Silicon Valley such as Coinbase, Unity, Pleo, Zapp, DoorDash, Instana, Dixa and Pitch.

The new capital injection will be used to further accelerate the product roadmap and build new growth and design teams this year.

Founded in 2021, the platform aims to bridge knowledge and workflow gaps between product teams and support teams. To help product teams who struggle to get context for support tickets and end up playing email ping-pong with support agents to fix bugs reported by customers. Fullview’s API plugs into existing web applications and allows customer support agents to instantly view their user’s screen and initiate integrated video calls and multiplayer screen control.

Fullview CEO and Co-Founder Daniel Bakh said, “When customers have product issues and need advice, they expect smooth, personalized support – no long wait times and constant two-way communication. SaaS companies struggle to deliver personalized, fast and scalable customer support and that’s where we come in.

Anoushka Vaswani of Lightspeed Venture Partners said, “Fullview replaces the existing siled support stack for session recordings, customer calls, screen control and console logs. It not only aims to manage the interaction with support, but then automatically logs the session and session details to route any issues that need to be debugged to the development team.

Joseph P. Harris