Fullview typical implementation process:
Create a workspace: Start by setting up your Fullview workspace to organize your team and customer data.
Copy and paste code: Integrate Fullview by copying and pasting two lines of code into your application.
Sync customer base: Connect and sync your customer data to enable session tracking and support features.
Configure integrations: Set up integrations with your existing support, CRM, or communication tools as needed.
Assign team roles: Add unlimited team members, assigning roles to support agents, product managers, and developers.
Test functionality: Verify cobrowsing, session replay, and live support features are working correctly.
Train staff: Brief your support and product teams on using Fullview’s tools for onboarding, support, and analytics.
Go live: Launch Fullview for live customer interactions and support sessions.
Monitor and optimize: Use session replays and analytics to monitor usage and optimize workflows.
Custom Views and Labels:
Fullview allows users to create custom labels for sessions, which can be used to organize, filter, and quickly locate specific user interactions or issues. You can also set up custom views by saving combinations of filters and labels, streamlining workflows for frequently repeated searches or analyses.
This customization helps support and product teams proactively identify and resolve issues, saving time on each support ticket and improving efficiency.
Integration with Existing Tools:
Fullview offers integrations with popular business platforms such as Intercom, Zendesk, Salesforce, Freshdesk, Hubspot, Jira, Slack, Dixa, and GitHub. These integrations enable businesses to embed Fullview’s capabilities into their existing workflows, providing seamless access to user session data, bug reports, and customer support features directly within their preferred tools.
The platform is actively expanding its integration options, allowing businesses to request new integrations based on their unique requirements.
Custom Reporting and Analytics:
Fullview features interactive data visualization, real-time analytics, and custom reporting. These features allow businesses to tailor analytics dashboards and reports to their specific operational needs, enhancing decision-making and performance tracking.
The platform also provides QA analytics to monitor both customer and agent activity, ensuring high-quality customer experiences and enabling targeted improvements.
Personalized Collaboration and Communication:
Fullview supports real-time collaboration, including screen sharing, visual annotations, and integrated video conferencing. These tools can be customized for different team structures and workflows, making it adaptable for onboarding, troubleshooting, or training purposes.
Teams can annotate, comment, and interact with visual materials in ways that best fit their communication style and business processes.
Security and Compliance Customization:
Fullview automatically redacts private information from screen recordings, addressing privacy and compliance needs for businesses that handle sensitive data.
Case studies highlight Fullview’s ability to meet specific compliance requirements, such as GDPR, making it suitable for businesses with stringent regulatory demands.
Flexible Deployment and Use Cases:
The platform can be configured for various use cases, from customer support and onboarding to bug discovery and product analytics. Businesses can choose which features to activate and how to integrate them into their existing processes.
Fullview’s modular approach allows organizations to deploy only the components they need, either as a full suite or as individual tools.
User Feedback and Ongoing Customization:
Comprehensive Training Programs
Fullview emphasizes the importance of comprehensive training for new users, ensuring they are prepared to handle inquiries, resolve issues efficiently, and foster positive customer interactions.
Training programs are designed for both new hires and existing team members, covering essential topics such as company culture, software usage, and product knowledge.
The training process includes regular check-ins and feedback to ensure new users understand the material and can apply it effectively in their roles.
Types of Training Provided
Fullview offers a combination of onboarding sessions, in-house training led by experienced support managers, and access to company-specific training materials.
The training curriculum can be customized to address the unique needs and challenges of each business, ensuring relevance and effectiveness.
Ongoing learning and support are encouraged, with continuous opportunities for skill development and process improvement.
Support Resources
Fullview provides access to best practices, checklists, and structured training resources to help new users master customer support operations.
New users can reach out directly to Fullview for assistance or guidance via their official contact channels.
The company’s support includes practical, interactive training sessions, role-playing exercises, and the use of real-life scenarios to reinforce learning.
Continuous Learning and Improvement
Training is not a one-time event; Fullview advocates for ongoing education and support to keep teams updated on best practices and new features.
Data Storage and Hosting:
All Fullview data is securely stored on Amazon Web Services (AWS) servers located in the European Union (EU), specifically in the Frankfurt (eu-central-1) datacenter. Data never leaves the EU, supporting compliance with European data protection regulations.
AWS infrastructure is enterprise-grade, fully automated, and continuously monitored by functional tests to detect downtime or anomalies.
Compliance and Legal Safeguards
Fullview is fully GDPR compliant and offers a Data Processing Agreement (DPA) for European customers, ensuring legal and regulatory alignment for businesses operating in the EU.
All user data is stored using Amazon Cognito, which is compliant with SOC 1-3, PCI DSS, ISO 27001, and is HIPAA-BAA eligible.
Data Encryption and Access Control:
Data within Amazon Cognito is encrypted at rest by industry standards.
SSL connection encryption is used, maintaining an A+ grade from AWS, ensuring secure data transmission.
User authentication, authorization, and management are handled through Amazon Cognito, providing robust access controls and password policies.
Privacy and Data Masking
Sensitive information is automatically blurred out in session recordings, and customers have full control over what data they wish to censor.
Cobrowsing is limited strictly to the user’s own product, reducing exposure to external security and compliance risks.
Backup and Data Resilience
AWS Backup is used for regular and secure backups, ensuring data can be recovered in case of loss or breach.
Data storage duration is managed according to legal requirements, and personal data is deleted or restricted when no longer needed, unless required by law.
Continuous Security Improvements
Technical and organizational security measures are continuously improved and adapted to evolving technological standards.
Security measures include encryption during transmission, hosting on ISO 27001-certified servers, and regular monitoring for unauthorized access.
Third-Party and Service Provider Controls
Data Ownership
Fullview acts as the data controller under GDPR, meaning it determines the purposes and means of processing personal data collected through its services.
Users retain rights over their personal data. Fullview’s privacy policy explicitly grants users the right to information about their stored data, correction of inaccurate data, deletion, restriction of processing, and objection to processing.
Data is stored for as long as a user maintains a Fullview account or as required by legal retention periods. Upon account termination or expiration of legal requirements, data is deleted or restricted.
Data Portability
Fullview supports the right to data portability as defined by Article 20 of the GDPR1. This means users can request their data in a structured, commonly used, and machine-readable format, and have the right to transmit that data to another service provider if processing is based on consent or contract.
To exercise this right, users can contact Fullview’s Data Protection Officer via the provided email address ([email protected]), typically supplying their name and email for identification.
Contract Renewal:
Fullview’s Terms of Use indicate that the agreement remains in effect until terminated by either the user or Fullview.
There is no explicit mention of automatic renewal periods or required notice for renewal in the provided Fullview documentation. However, standard SaaS practice (as outlined in general SaaS contract resources) is that contracts may auto-renew unless notice of non-renewal is given within a specified period before the end of the current term.
The renewal process typically involves:
Reviewing contract terms, pricing, and features.
Assessing performance, usage, and compliance.
Negotiating any changes or adjustments needed for the next term.
Any changes to terms and conditions are communicated via updates to the Terms of Use page, and users are encouraged to review these updates regularly.
Contract Cancellation:
Either party can terminate the agreement at any time. Fullview reserves the right to suspend or terminate the agreement at its sole discretion, with or without prior notice, and for any reason.
Users may stop using the service at any time and do not need to specifically inform Fullview when they do so.
Upon termination, users must cease all use of the service and delete any copies of Fullview software.
If a user breaches any provision of the agreement, Fullview can terminate the contract immediately without prior notice.
Termination does not limit Fullview’s rights or remedies in the event of a breach during the agreement term.
Refunds and Prepaid Fees
The terms do not specify refund policies for prepaid fees upon cancellation. Industry standards generally state that prepaid amounts are non-refundable if the contract is terminated early, especially if discounts were provided for prepayment.
Fullview adheres to several key compliance and security standards relevant to enterprise software and data protection:
SOC 2 Compliance: Fullview is SOC 2 compliant, which means it meets rigorous criteria for managing customer data based on five "trust service principles": security, availability, processing integrity, confidentiality, and privacy. SOC 2 compliance is essential for SaaS providers serving enterprise clients.
GDPR Compliance: Fullview is fully compliant with the General Data Protection Regulation (GDPR), ensuring that the personal data of EU citizens is processed lawfully, transparently, and securely. This includes providing users with rights over their data and implementing strict data handling protocols.
AWS Security Standards: Fullview is hosted on Amazon Web Services (AWS), which is itself compliant with a range of internationally recognized standards, including ISO 27001 and PCI DSS. This ensures that Fullview benefits from AWS's robust security infrastructure and best practices.
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