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CINC

Bye-bye blind spots in app experience with CXperts & Fullstory

How partner-led Fullstory onboarding gave CINC clear sight of its mobile app experience and cut time to resolution by 25%.

Headline result
25%
reduction in time to resolution for mobile users
Client
CINC
Industry
Solutions
Tech used
Fullstory, Optimizely

The challenge

CINC is a leading all-in-one platform that helps real estate agents and teams generate, nurture and close leads faster. With multiple SaaS and mobile products, CINC keeps real estate professionals connected with clients throughout their journey, from online lead generation services to full-suite customer relationship management (CRM) systems.

CINC owns and operates three mobile apps that are critical to its business, but solving mobile experience issues had historically required enormous effort from its mobile development team to recreate them.

Resolving customer support issues often required extensive back-and-forth to understand exactly how a user encountered a problem. Solving a single support ticket took rounds of discussion with the customer and between internal CINC teams: an enormous time sink.

By the numbers
25%
reduction in time to resolution for mobile users
20%
overall increase in customer satisfaction

How CXperts helped

01

Partner-led Fullstory onboarding

CXperts delivered a partner-led onboarding service for CINC. Since implementing and onboarding Fullstory for Mobile Apps across its native mobile apps, CINC has gained unprecedented insight into how users engage with its app experiences.

02

Funnels to find friction

For example, by using Fullstory Funnels to analyze user behavior and address friction points, CINC was able to significantly increase conversions.

“CXperts really helped jump start our experience with FullStory. They did a deep dive into our products and helped us get started with maximizing our use out of the technology. From teaching the basics, to building out helpful insights, and even working with FullStory support on our behalf to break through barriers, onboarding with CXperts was great!”
Joshua Lowe, Product Manager, Mobile Apps, CINC

The results

With Fullstory, the ability to view a user’s issue through Session Replay significantly increased the number of one-touch resolutions CINC can provide to its users.

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