Case Study: How Vivid Seats uses Fullstory to improve the ticket-buying experience
Key results
The challenge
Vivid Seats, an online ticket marketplace, was losing conversions to checkout errors that its existing monitoring tools failed to detect. The team needed to see the full user experience behind failures in order to troubleshoot them.
The solution
Using Fullstory Session Replay, Conversions, and custom events, Vivid Seats investigated how users interacted with checkout and surfaced high-priority errors other tools had missed. Dashboards and Quick Metrics let the team confirm whether each fix resolved the issue.
“We were able to detect the issue, see the full experience, and troubleshoot what was going on. Once we released a fix, Fullstory helped us confirm whether the error was still happening.”
BMBrad MattanLead UX Researcher, Vivid Seats
The results, in context
Vivid Seats uncovered 8 critical site errors missed by other tools and preserved roughly 10K conversions per error through faster detection and fixes. Fullstory access expanded from a handful of people to 100+ users across the organization.