Likelihood to Recommend It was extremely useful in identifying places in our product where things weren't functioning, or where it looked like action was available to the end user but in reality, it was not and therefore caused lots of confusion. It doesn't help as much in other scenarios to see what catches a user's Eye or where they go if they leave our application as well as an actual in-person interview would help with eye-tracking software.
Read full review [Kissmetrics is well suited for the] abandon cart scenario to re-engage users on the purchase journey. Engaging users to personalized content using the visit metrics derived from the data captured at each digital touch points. [Implementing] website campaign and journey orchestration is easy. You get visitor profile to segment upon using different visit metrics and action.
Read full review Pros Tracks users' online experiences from start to finish. Makes it easy to share a customer's experiences with the rest of my team. Allows me to use different methods to find evidence of a customer's experience. Shows page insights via segmentation that help me know where to improve my site. Tracks error clicks and dead clicks for quick insights into site improvements. Integrates with HelpScout for easy access to customer problem-solving. Read full review The more events you track and properties you send along, the more you can see how specific users use your product/service. The user based timeline gives you a perfect start point to get in touch with users, because you can see where they get stuck. Tracking your traffic sources and how they influence conversions is awesome. You can get a perfect view of how much a traffic source contributes to revenue. Funnel reports give you more insights into micro and macro conversion steps and give you actionable data to work with. Customer support! Read full review Cons The ramp-up time to learn the entire product can take a little while. There are just so many absolutely wonderful tools and different ways to look at the same type of information that it can take a new user a few weeks to understand and then more time to master. However, FullStory has a ton of training resources to help with that! A lot of my own teammates have taught themselves FullStory through those training resources. The UX of the product is totally wonderful, but there are tiny things that make getting to certain parts of the product slightly more challenging (like clicking into a modal in a modal). Sometimes buttons or links are placed out of my field of view, but those are minor things I notice because I work in UX. Read full review Installing.... yes this is also a negative. While you can install and have the program running in minutes, if you use Unbounce, the form tracking process is quite complicated! Updates... I feel like the product updates have slowed a lot lately. Thankfully, the product functionality is so amazing that it hasn't impeded the use of it. However, it is still disappointing to see less frequent software updates. Occasionally clunky UI... there are a few reports that are really easy to mess up and leave you scratching your head on why it isn't showing you any data. Read full review Likelihood to Renew It's been a phenomenal tool for us; every department that uses it has found something new and unexpected that it can do that they're really excited about. Even if we *only* used it for bug triage, it would be worth our time and money. The fact that we can use it for so many other things as well--gauging how customers interact and use our site, identifying UI problems, etc.--is above and beyond
Read full review Price sensitivity and the different choices that now exist in the Analytics industry. I think it makes sense for us sometime this year to rethink our analytics strategy to see how we may leverage the best of GA (which has included lots of new features and updates the past years_, Kiss and other tools as need be
Read full review Usability Because everything seems to be easy to find and it doesn't take long at all to learn how to use the product
Read full review Right after login, you'll get to a dashboard which shows you a quick view on how your business is doing across the events you are tracking. There is no need to dig deeper than that unless you want to, in which case it's very easy to do so just by clicking on the metric on which you want more information. The interface is very intuitive.
Read full review Reliability and Availability We've never had issues with availability
Read full review The application was very rarely down; during the period we used the application, I can think of only two or three occasions in which the site was down. Notably, at no time was the the performance of our own site compromised as a result.
Read full review Performance It seems the performance is really good and always loads quickly
Read full review Speed improved dramatically as the service matured. Early iterations of the publicly-released application would occasionally provide slow processing of results, but those delays became much rarer occurrences during the last year that we used KISSmetrics. One of the more impressive views (which started out feeling more like a toy) is the live view of visits. Knowing that you could see, in real time, what events a user triggered, was gratifying and instructive.
Read full review Support Rating They have been overall pretty responsive and proactive. The tool is pretty straightforward to use. Most of the questions we have had to work with them on our how to use new features or adjust our integration to ensure we are gathering all the data from all of our tools.
Read full review Our front-line product support person (Mika) is great. She is responsive and great to work with. However, the data accuracy issue described earlier is the reason for the low score here. This issue was escalated from front-line to support to level 2 technical support and then it disappeared into a black hole. Escalations, in general, do not go well. We get no response for days, or I have to chase things down. This is not acceptable. Marketing metrics are critically important to me and I need answers quickly. I cannot afford to wait around for days / weeks for a response. Just to be clear, these comments only apply to escalated support issues.
Read full review In-Person Training Again, we were fortunate to work with KISSmetrics as they built their application, but Hiten, their CEO and founder, was incredibly helpful to me personally, and to our metrics-driven business as a whole, as we adopted their tool.
Read full review Online Training I loved this aspect of the product. It wasn't just that the documentation and online tutorials are great - which they are - the on-boarding process though was really stellar. Once you have set everything up, you get a welcome message followed by a step-by-step guide to get you started that is built right into the product interface. For example, the UI asks you to first do X, and then copy this code snippet and send it to your developer who will know what to do with it. When you come back after the first interaction with the product, it continues the process by explaining right in the UI how to track events etc. This kind of step-by-step approach is incredibly efficient. Although there are various forms of supporting documentation (PDFs videos etc) to support every step, you don't really need them. This approach means that you are up and running very quickly with virtually no training time or documentation consultation. Highly efficient process.
Read full review Implementation Rating To successfully implement FullStory, it is important to plan your implementation carefully by defining your goals and user segments. You should also use tags and filters to analyze your user data, train your team to use FullStory effectively, and use FullStory in conjunction with other analytics tools to get a more complete picture of your user's behavior. By following these tips, you can gain valuable insights into your users' behavior and experiences, and use this information to improve your website or application.
Read full review In order to build trackability down to revenue, there was quite a lot of work to integrate Kissmetrics with our software and internal process. We had to build the hooks so that Kissmetrics could call back into our software and billing system, etc.. However, we didn't need additional expertise to do this. Once you understand the API, and you own systems, making it work is not too difficult. We did not require an outside consultant or anything like that
Read full review Alternatives Considered Smartlook is software that records users on a website
and mobile app. Finding useful information within thousands of recordings is
made quick and easy with features that help you accomplish this. I have chosen FullStory because it is easier to use and has more advanced features compared to
Smartlook .
Read full review Kissmetrics is a next-level step up for people who are used to getting their tracking and reporting from
Google Analytics or
Shopify 's CMS. While HubSpot arguably has a better user interface, Kissmetrics certainly has the power and usability necessary to track important conversion data and help you make better marketing decisions.
Read full review Scalability Full story was easy to scale with the growth of our teams and organisation
Read full review Return on Investment Triage for front end bugs - FullStory can sometimes help you spot a bug in action much more quickly than trying to recreate it on your own Observing customers use new features and understanding why a new feature may be performing better or worse than expected Read full review Unfortunately for this client (small business) the cost of Kissmetrics was just too prohibitive. But it's obvious that for a larger company that can afford it, the data would be invaluable to gain more insight in how to gain more active users and orders for a funnel. The data provided really increases an understanding of how best to provide the right experience for the users...happy users equals increase in ROI. Read full review ScreenShots