Fullview doubles down on redesigning customer support with $7.5 million seed round

The ubiquity of B2B software solutions has rightly increased customers’ expectations of their vendors. In the absence of modern and dedicated tools to deliver fast, scalable support – without losing the human and personal touch needed for a positive customer experience – many SaaS companies struggle to stand out from the crowd and retain and expand their customer base. 

This is why we are excited to participate in Fullview’s seed round, six months after we invested in their pre-seed. Fullview’s mission is to enable every company to easily deliver faster and more personalized customer support, while bridging the data and knowledge gap between product teams and support teams to improve their products at lighting speed.

To deliver on the mission, the Copenhagen-based startup founded by Daniel Bakh and Dorin Tarau, is building an API that plugs into existing web applications and allows customer support agents to instantly see their user’s screen and initiate in-app video calls and multiplayer screen control. 

“When customers experience problems in a product and need guidance, they expect fluid, personalized support — not long wait times and constant back-and-forth communication. SaaS companies struggle to deliver customer support that is personalized, fast and scalable at the same time,” says CEO & Co-Founder Daniel Bakh. 

In addition to improving the customer experience, Fullview’s solution also increases the productivity of engineering and product teams. Developers can watch recordings of user sessions to also get an instant overview of technical bugs and automatically create bug reports to quickly solve technical support issues together with customer support agents. 

Another key value-add and differentiation of Fullview are GDPR and privacy protection of user data. Fullview eliminates the need to log into user accounts entirely and enables agents to still easily control a user’s account via multiplayer screen control where the end-user always gives explicit consent first. 

Fullview has been developing its product together with a community of over 100 customer support leaders from global companies like Personio, Github, Brella, and many more.

We are thrilled to be part of the seed round led by our friends at Lightspeed Venture Partners with participation from Cherry Ventures and stellar founders and executives from top tech companies in Europe and Silicon Valley including: Coinbase, Shopify, Unity, Square, Pleo, Zapp, DoorDash, among many others. 

The fresh funds will go towards accelerating the product roadmap and building new growth and design teams, all with the mission to better bridge the knowledge and workflow gaps between product and support teams using Fullview. Specifically, the team plans to build an end-to-end platform for all technical customer support data and workflows to debug and help customers in one single platform.

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