Fullstory

Score9.1 out of 10

158 Reviews and Ratings

What is Fullstory?

Fullstory’s behavioral data platform helps technology leaders make better, more informed decisions by injecting digital behavioral data into their analytics stack. The technology's behavioral data transforms digital visit into actionable insights.

Categories & Use Cases

Media

Screenshot of AI-generated Summaries used to Take Action More Quickly

Screenshot of a Visualization of Behavioral Data with Custom Dashboards

Screenshot of Ready-made for AI Behavioral Data Straight to the organization's Data Ecosystem

Screenshot of Fullstory's Session Replay, Combined with Dev Tools

Screenshot of Mobile App Behavioral Data

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Screenshot of AI-generated Summaries used to Take Action More Quickly

Session Recording and Replay
Session recording and replay features allow users to analyze visitor behavior on one particular webpage.
Category average: 9.6
User Segmentation
Creates user segments based on demographics, location, preferences, and past behavior.
Category average: 9.7
Heatmap tool
A tool that shows which elements of the page generate the most visitor engagement.
Category average: 9.8

Dashboard / Report / Visualization Interactivity on Mobile
In-app dashboard reports and data visualization.
Category average: 9
Goal tracking
Enables users to set up key website/mobile performance metrics on their landing pages and track them.
Category average: 8.9
Mobile App Analytics
Analytics based on real-time user mobile access.
Category average: 8.8

Verified User

Team Lead in Engineering (201-500 employees employees)

Use Cases and Deployment Scope

We use FullStory in our organization to understand both the internal and external customers of our products. This allows us to handle an issue that comes up, whether the customer reported it or not, and to plan new features and improvements by watching how the users work today. Problems that led us to use FullStory, to begin with, were that even when a customer reported an issue, they weren't always sure what exactly was the process they performed before the issue occurred. FullStory helps with that and so much more.

Pros

Record user sessions.
Show metrics of many use cases in our product.
Show insights from user sessions, including inspect mode and performance tools.

Cons

UI takes time to load in recorded sessions.
When searching for events, more grouping by a user can be helpful.
Jumping between seconds in a recorded session is clumsy since it isn't accurate with the player tool. Even a second-by-second jump button can help with this.
The search and filter can suggest more common options.

Return on Investment

Improve bug identification by 30%.
Quick bug understanding- a substantial improvement.
Overall customer experience improvement.
User was hesitant at first when found out about implementing this product. Assuring it's only for handling issues really helped.

Other Software Used

Jira Work Management, Sentry, Sumo Logic

Verified User

Analyst in Customer Service (501-1000 employees employees)

Use Cases and Deployment Scope

We use Fullstory in our organization to identify pain points our customers are having, technical problems within the platform, and to track custom events like clicks and page views. The most helpful feature we utilize is the session replay where we can replay individual user interactions to see how they navigate our website, and then we can make suggestions to our engineering teams

Pros

Session Replay
Error tracking
User insights

Cons

sometimes users are hard-to-find
some sessions don't get recorded
live viewing doesnt always work for me

Return on Investment

It has allowed our product and engineering teams to QUICKLY identify bugs
Improved user experience when we can fix their issue in a short amouint of time
Helpful to see how customers are reacting to our new onboarding product tours through A/B testing

Other Software Used

ClickUp, Shortcut, Looker, Salesforce Sales Cloud

Kyle Crowther

Product Manager in Product Management at Christopherson Business Travel (201-500 employees employees)

Use Cases and Deployment Scope

I use this to track how users interact with our product. It helps us to see how users actually use our product vs what we anticipated they would do and helps us to improve our offerings and update our products to be more intuitive and useful, as well as identifying bugs or things that don't work as they should.

Pros

I really like the dead click feature.
It's easy to find sessions on specific pages I'm looking at.
It's awesome to actually watch what each user did in that session through video.

Cons

more plain speak and less code talk (the "if/then" stuff just let me type out what I want and you understand it.
Hard to sometimes find the right starting point or page where I need to begin a search.
Sharing with others is cool but would be cooler to interact on the website as a whole rather than sharing a link to a session, have like a shared stuff on the site (maybe that already exists?)

Return on Investment

Definitely improved Bug identification.
Improved the ability to dive in and figure out where a user is going wrong or doing something we didn't anticipate.
Being able to get a lot more data more quickly without having to do as many 1-1 interviews which can be very timely.

Alternatives Considered

Pendo.io and Adobe Analytics

Other Software Used

productboard, Lucidchart, Atlassian Jira Product Discovery, Domo

Alice D'Orlando View profile

in Product Management at Nurture Life (51-200 employees employees)

Use Cases and Deployment Scope

We mainly use Fullstory for customer support. It helps us do the detective work to understand a customer's full online experience [and where they might have gone wrong on our website]. We also use Fullstory's segmentation to assess how users are interacting with our web pages and where there's room for improvement.

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.

Cons

Sometimes it seems like we're missing sessions even before we've passed our quota.
Would be nice to get notifications regarding large dead click areas and insights on what to change.
Would be cool to have suggested people. For I.e. if a user comes in with one email but complains to us via another, it can be hard to find them. Can Fullstory connect the dots so we don't have to?
Pricing is pretty high. We'd like to get more sessions but it's too much $$$.

Return on Investment

Improved customer retention.
Improved bug identification.
Improved customer experience.
Time-saving around customer detective work (i.e. if a customer complains, finding out what went wrong).
Page success tracking.

Other Software Used

Help Scout, Iterable, SurveyMonkey, Chargebee, OptinMonster, Looker, Amplitude Analytics

Heather Siegel View profile

Qualia Connect for Lenders in Sales at Qualia (51-200 employees employees)

Use Cases and Deployment Scope

I completely require Fullstory to properly analyze user data when it comes to prospecting strategizing, customer success, and product knowledge. The data is imperative to identify what users were visiting which sites, when, and how easily they were able to access vs being frustrated with certain aspects of the site. It is also key to my ability to identify where usage may be higher or lower across various products.

Pros

Date and time of customer usage.
Overall customer usage.
Quick view of reports/analytics across user data.
Drilling down on use - helps identify what works or doesn't in the product from a user perspective.

Cons

A very robust tool can feel overwhelming at times.
Would like examples of how to build reports, data, etc., on the home page.
Industry-specific guides on how to navigate and best use the data.

Return on Investment

Easy-to-access end-user data points that are imperative to sales conversations.
Increases the speed at which QA or customer success investigations can be completed.
Improves visibility into product use.

Other Software Used

Salesforce CMS, Outreach

Contentsquare

Hotjar

Quantum Metric

Fullstory

What is Fullstory?

Categories & Use Cases

Media

Key Features

Top Performing Features

Session Recording and Replay

User Segmentation

Heatmap tool

Areas for Improvement

Dashboard / Report / Visualization Interactivity on Mobile

Goal tracking

Mobile App Analytics

Reviews

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Other Software Used

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Alternatives Considered

Other Software Used

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Other Software Used

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