FullStory

FullStory

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.6 out of 100
Top Rated
FullStory

Overview

Recent Reviews

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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 12 features
  • Session Recording and Replay (6)
    9.8
    98%
  • Click analytics (5)
    8.4
    84%
  • Scroll maps (5)
    7.8
    78%
  • Heatmap tool (5)
    6.8
    68%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Free

$0.00

Cloud

Business

Contact Sales

Cloud

Enterprise

Contact Sales

Cloud

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.fullstory.com/plans

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Product Demos

FullStory Differentiated Data
01:38
Why Digital Experience Intelligence works for retail teams
04:08
Why SaaS leaders choose FullStory (Subtitles)
01:48
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Features Scorecard

Mobile Capabilities

2.6
26%

Results and Analysis

7.4
74%
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Product Details

What is FullStory?

FullStory is a trusted Digital Experience Intelligence (DXI) platform that combines rich product analytics, robust session detail, and collaboration tools to deliver real-time insights that uncover opportunities on web and mobile experiences.

WHAT YOU CAN DO WITH FULLSTORY:

  • Proactively understand what is happening on your website, digital products, and mobile app with the industry’s most complete digital experience data.
  • Discover why things are happening with qualitative information from robust session details.
  • Collaborate with tools designed to streamline workflow, share information, and drive meaningful action across UX, engineering, and product teams.
  • Better understand customer engagement, analyze behavioral data, identify opportunities for conversion, and creating impactful digital experiences.

Brands using FullStory increase revenue through better conversion rates, improved organizational efficiency, and boosted customer growth and retention.

FullStory Features

Customer experience management Features

  • Supported: Product usage analytics
  • Supported: Customer experience profiles
  • Supported: Customer experience dashboard
  • Supported: Customer journey mapping
  • Supported: AI-powered recommendations
  • Supported: Multi-channel customer feedback collection

Results and Analysis Features

  • Supported: Heatmap tool
  • Supported: Click analytics
  • Supported: Scroll maps
  • Supported: Form fill analysis
  • Supported: Conversion tracking
  • Supported: Goal tracking
  • Supported: Funnel Analysis
  • Supported: Session Recording and Replay
  • Supported: User Segmentation

Mobile Capabilities Features

  • Supported: Responsive Design for Web Access
  • Supported: Mobile Application
  • Supported: Dashboard / Report / Visualization Interactivity on Mobile
  • Supported: Mobile App Analytics

Security and Administration Features

  • Supported: Platform single sign-on (SSO)
  • Supported: GDPR compliance
  • Supported: Secure web hosting

Additional Features

  • Supported: OmniSearch
  • Supported: User Trends
  • Supported: Event Funnels
  • Supported: Dev Tools
  • Supported: Frustration Signals
  • Supported: Dashboards
  • Supported: Session Notes
  • Supported: Webhooks
  • Supported: Data Export
  • Supported: Console Recording
  • Supported: Stack Traces
  • Supported: Network Requests
  • Supported: Page Speed Metrics
  • Supported: Alerts
  • Supported: Exclude Sensitive Data
  • Supported: Custom Events
  • Supported: Shareable Session Links
  • Supported: Watched Elements
  • Supported: Custom Conversion Analysis
  • Supported: Top Opportunities
  • Supported: Priority Support Queue
  • Supported: Restrict by IPS, User Agent, or Location
  • Supported: SAML Signle Sign-on
  • Supported: Consent API
  • Supported: FS.Identify API
  • Supported: Multi-org Management
  • Supported: Entry & Exit Page Data

FullStory Screenshots

Screenshot of Visualize Data with Custom DashboardsScreenshot of Powerful Session Replay Combined with Dev ToolsScreenshot of FullStory Conversions Illuminates Problems in Your Digital ExperienceScreenshot of Fullstory for Mobile AppsScreenshot of FullStory Search & SegmentationScreenshot of Get Quality Insights on Your Most Valuable Pages

FullStory Videos

FullStory Differentiated Data
Why Digital Experience Intelligence works for retail teams
Why SaaS product leaders choose FullStory

FullStory Downloadables

FullStory Integrations

FullStory Competitors

FullStory Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported LanguagesEnglish

Frequently Asked Questions

FullStory headquartered in Atlanta offers a heat map and session recording / replay application, presented as a digital experience analytics solution that provides on-the-fly conversion funnels, advanced search capabilities, video-like replay of real user sessions, and robust debugging and developer tools. The FullStory analytics engine automatically indexes digital interactions with sites or apps to empower teams to measure, validate, and act on each experience at scale. FullStory also boasts robust privacy tooling so users can manage privacy, consent, and selective exclusion of on-screen text.

FullStory starts at $0.

Hotjar, Contentsquare (Clicktale), and Quantum Metric are common alternatives for FullStory.

Reviewers rate Session Recording and Replay highest, with a score of 9.8.

The most common users of FullStory are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.
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Comparisons

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Reviews and Ratings

 (60)

Ratings

Reviews

(1-25 of 28)
Companies can't remove reviews or game the system. Here's why
William (Matt) Wood | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
FullStory provides us with insight into our user behavior and intent as they navigate our product. It is most heavily used by our Support team for debugging issues with the user experience, layout, and general navigation throughout the platform. Truly an invaluable tool that is relied on to expedite remediation on support issues.
  • Click Tracking
  • User Navigation
  • Data Analysis
  • Frustration Tracking/Scoring
  • Date/time an action occurs
  • Slow response times/rendering sometimes
  • Overabundance of features (not necessarily a bad thing)
If you own a SaaS product then purchasing this to compliment your Support team is a no-brainer. It provides valuable insight into the user journey from the emulated perspective of them. You can see exactly what they clicked on, where there was hesitation/frustration, key metrics around consumption and usage, among a slew of other features.
I have not had the pleasure of interacting with their support team but this is a good thing; it means that the product is working as designed and providing value to our organization. The less interaction I have with a support team means that it's a rock-solid SaaS offering and it serves it's purpose as intended.
Score 7 out of 10
Vetted Review
Verified User
Review Source
FullStory allows me to track down our internal property management system and ensure our agents can have a smooth experience while browsing our properties.
  • Debug info
  • User identification
  • Mouse click and input tracking
  • Report filtering
If you really want to look into user behavior, and also specifically for supporting some frustrated or lost users, this is a really good way to approach. You can see exactly what went wrong for any user on the web application.
There isn't much support provided by FullStory. Or at least I never noticed anything like a live chat or a support hotline.
Very easy to get started with, very easy to use.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I use FullStory daily to keep an eye on who is using my app, monitor daily activity, and get a peek into unique user moments. When a new feature is launched, FullStory becomes my dashboard, allowing me to monitor whether it is working as tested and if people are adopting the tool.
  • Analytics
  • User experience dashboard
  • User recording
  • Custom event monitoring
  • CSS selector tool can be finicky
  • Dashboard not customizable
FullStory is a product manager or CS team members dream. It allows us to quickly tap in and see what exactly is going on in the app for a specific user. On launches, it helps us watch adoption happen live. And, of course, tools like frustration mapping are helpful to identify weak UX points.
I've only had one support experience with FullStory and it was resolved quickly and politely!
Score 8 out of 10
Vetted Review
Verified User
Review Source
FullStory is helping the product design team by giving them the ability to see not only the quantitive data of how many people did something but also the qualitative data of how they interacted with the user interface and where they might've hit a roadblock in the experience. This is key to our team being able to make an informed decision about how to improve our product.
  • Makes it easy to search for the things you're looking for with their search functionality
  • Is very intuitive to use, even for new users
  • Gives you a quick snapshot of the quantitive data of how things are going within a segment
  • Makes it super easy to add to your search by utilizing inspect mode and clicking directly on the elements of the UI you want to track
  • It's expensive to add more sessions onto your plan
  • We've had to pause the recording to save on using up all the sessions so the data we get from FullStory is skewed
  • It was hard to figure out how to remove saved segments from the list
FullStory is well suited to answer questions such as where in this particular application flow are customers having issues, where are they dropping off in the signup flow, and more specifically what was causing the confusion in the user interface. Depending on how you have it set up, FullStory is not well suited for the type of questions that you would have answered by an analytics tool--especially historical data, as it would be very expensive to have FullStory running on all the time, so your data is skewed because when you run out of sessions, the recording is turned off.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use Fullstory to review user session recordings. It's useful to see what users are actually doing in our website, but observations always need to be supported by metrics to know the scale of the issue. The tool itself is both easy to learn and allows a great deal of control to create segments. However, it can become a rabbit hole if you dig into it without a hypothesis or explicit purpose. Some of the metrics are also not too intuitive and googling their definition has in many cases resulted in no explanation. Fullstory should invest more in the supporting literature because I find myself many times simply emailing support about how a metric is calculated. However, support is fantastic and answers questions very fast.
  • Session recordings
  • Full control over segmentation
  • Sharing clips and clip annotations
  • Manual of metrics and their definition, many are missing.
  • Many recordings are buggy. It's unclear whether some issues are on the website or Fullstory's side.
  • Ability to create my own workspace and element library.
Perhaps you can provide smarter error and issue detection per type of website. For example, deadclicks and rage clicks are in many cases not helpful since the sessions have random clicks without much explanation. It's often unclear whether issues are on Fullstory's session recreation side or the user.

Also, please expand your user manual. Only the very basic metrics have definitions, everything else does not.
Super responsive and attentive.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I manage a Customer Service department, and FullStory has become an integral part of our support operations. Before we used FullStory, if a customer encountered a bug or problem on our website we had to try to coax them into sharing details so that we could quickly resolve the issue. These tickets often died on the vine when customers didn't care to spend time describing things for us, and our engineering team often couldn't recreate what was happening. Now, we can simply look up the user's FullStory session and submit that with bug and UX tasks. It's basically magic.
  • Tracks customer issues
  • Enhances understanding of customer problems
  • Shows UX and engineering teams exactly what changes are needed
  • Setting up segments can be tricky
  • Our Zendesk integration has never worked
  • The data dashboard is probably due for a refresh
FullStory is great for troubleshooting customer issues, especially when your customer base is in another time zone or composed of people who speak another language. It's also great for UI/UX projects, since you can see exactly what a customer is doing on your site and how they're interacting with your content.
We have never needed to use FullStory support thanks to their robust help center and FAQs. Our account managers have all been responsive and easy to work with, and they haven't pressured us to upgrade to whatever their newest and most expensive product is. It's actually amazing that such a complex product is so easy to use.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use FullStory to understand how our users move through our platform. We look at how different user groups may use the platform in unique ways and to understand what elements of our platform frustrate our users. This information supplements the data we collect on our platform and the other user research we do.
  • Illustrate the user journey
  • Highlight pain points of users
  • Provide the big picture
  • It's incredibly hard to learn
  • The amount of data can be overwhelming
  • Onboarding video can be a little easier to follow
FullStory is great in helping you map the user journey on your site and understanding where users get stuck. The learning curve is pretty steep and it's a bit overwhelming to get started as compared to traditional data analysis. That said, it is always interesting being able to watch how users interact with your product in real-life situations.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use FullStory to understand user behavior. We are also using the FullStory to see how users are engaged with the new feature. The FullStory dev tool feature also helps the development see the errors and exception best practices. The FullStory also helps us in resolving the support tickets.
  • Records user behaviour
  • Capturing the exceptions
  • Captures rage and errors clicks
  • Dashboard has to improve since it does not have the date range selection
  • The ML feature still needs to be corrected, currently it is not capturing it well
  • The Funnel feature needs to improve
FullStory is best suited to understand the user behavior when launching a new feature. It is also helping us to capture the page speed. It is also helping us to capture the rage, error, and dead clicks for each feature. It is helping us in solving the support tickets.
The support is very agile in resolving the issue.
Score 5 out of 10
Vetted Review
Verified User
Review Source
We had to implement this for one of our clients to track user behavior and also debug issues that arise when users are lost or in a problem.
  • User interface is pretty easy to use
  • Has some cool features such as JavaScript console and debugging
  • Reports are very detailed and supports identification of different users
  • Pricing is a bit steep. They used to be fine, but increased by more than 2x on contract renewal, and told us they could not offer old price anymore.
  • Most SaaS continues to offer old pricing or special offers on contract renewal. Unfortunately, they didn't budge a bit. They forced us to move on with LiveSession (competitor).
  • User support is not as impressive as I thought. There is no online 24/7 support
  • Offer affiliate discounts. We felt left out, as a consultant, to recommend FullStory.
If budget is not an issue, just need to get all the features of a Video analytics tool; this is the best one around. It has a variety of features and really well-generated reports and filtering functions. If price is an issue (which in most cases it is), then don't go with them!
Low score for the rigid customer support, and not instant response, plus the surprising price increase.
Amanda McGraw Ferenczy | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are a SaaS company, so we use it in both marketing and our product/engineering and customer success. I'm in marketing, so I use FullStory to track how visitors are interacting with our website and to watch any sessions that may have caused errors or areas of confusion. It's super helpful to get a specific view of how a visitor is engaging with our website.
  • Watching back a particular visitor/user’s session while on our website
  • Creating segments to view trends of visitors/users
  • Making it easy to select a particular part of a visitor’s session to narrow in on
  • CSS selector tool doesn't always work as easily as we'd like
  • Would love to be able to flag or bookmark a particular session to refer back to later
  • Finding a particular session isn't always super simple
FullStory is great for marketing teams wanting to monitor specific visitor sessions. It's not great for watching overall page engagement or for gaining a picture of general site engagement.
I have never had to reach out to FullStory support so I can't say one way or the other
Brandon Smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I have been using this tool for a long time in my organization; the software is built on very strong search engine analytics. This application has allowed us to connect the digital interactions to the metrics that matter the most in the business. It gives us maximum opportunities for optimization, allowing our team to detect bugs and much more. Using this software empowers businesses and helps to keep an eye on your customers.
  • FullStory allows me to view visitor behavior on a particular webpage. Traditional web analytics focuses on visitor movement between web pages, not on one specific page.
  • The software helps us to discover the behavior of the customers and provides us all the insights.
  • The customer support of this team is also very good.
  • The automation of this software is well developed.
  • I like its customizable interface.
  • My profile should have an option to save flagged sessions and annotations so that I can reference them later.
  • Triggers need to be more customizable.
Without a doubt, I would recommend the heat map and session recording software to other businesses because it has very strong engine analytics. It allows you to connect the digital integration in metrics. We cannot discover what the behavior of customers would be without them since it provides all the insights into how the customer reacts.
All the staff of the team work very professionally and in a very efficient way. I never have any complaints with their staff because everyone tackles the problem most effectively, whether it is minor or major. They provide a very quick response [and] that’s why I am satisfied with them.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Contactually's support staff as well as our engineering team utilize FullStory for the sole purpose of tracking issues that turn out to be bugs according to customer usage. It solves the problem of having to check with the customers during troubleshooting, giving us some sort of ringside view as to how our app has been used.
  • Tracking user events during actual usage
  • Being able to monitor activity in real time
  • Identify web app errors due to console data
  • The ability to keep all past sessions
  • Be able to track other tabs during a browsing session
  • More metrics data
FullStory can be invaluable for tracking user activity on web applications, having historical data to pull up for past sessions, and providing metrics on usage. It is less appropriate for simple users, where interpreting the log files can be challenging and confusing at best--something which is only useful to technical personnel.
Not being able to provide help/support during U.S. holidays can be a bit of a problem since our support team works even during those times, and it would actually be nice to have somebody to turn to when the application fails to perform the way we want it to.
Yaniv Vararu | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use FullStory in different departments in our organization. The support team is very understanding of our customers' problems. If needed, the R&D teams also use it in order to investigate problems in our customers' accounts. The product team is using it to explore how our customers are using our platform.
  • It records the entire sessions of our users
  • The recordings include all technical details, including the browsers' "dev-tools" info
  • The product's UX is full of tools that help us work efficiently (like seeing the sessions in fast forward, for example)
  • The UI/UX is a bit overwhelming if you're not using the service on a regular basis
If you need to track your users' behavior, FullStory is perfect for you. It helps our support team understand what our users did in our platform prior to contacting our support. If not solved by support (or if a bug was found), the R&D teams are also using these sessions in order to investigate. The product team is using it in order to learn how users are using our platform, what difficulties they stumble upon, what features are barely being used, how new features are explored on first use, etc.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We leverage FullStory on the product team and on the support team. For support, FullStory makes diagnosing issues much easier. We're able to review the exact moment a customer gets an error or review the exact steps they took before submitting the ticket. A key is we're able to watch what they did, we don't have to read it or hope they describe every step themselves. For product, we're able to leverage FullStory to watch how users navigate or interact with our software. It adds a lot of clarity to our data and provides a quick way for us to validate hypotheses or add another layer to our data.
  • Data analysis
  • User feedback
  • Website feedback
  • Error tracking
  • Implementation can be fairly technical
  • Simplify the search capability
I would definitely recommend FullStory. It helps answer a lot of questions you'd otherwise not be able to answer.
We haven't had that many issues come up. Documentation is good and well structured.
Oleksandr Torlo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
When we developed the product MVP, we needed to understand on the first users how they behave on our platform. We chose the solution that seemed to us the most suitable for this, and we were not mistaken. I spent only half an hour a day studying user behavior and based on this, I immediately wrote new tasks and errors to the backlog.
  • View only actions in video.
  • Fast rewind without losing focus.
  • Triggering events.
  • Iframe still not recorded.
  • Sometimes missing fragments in video.
  • Need more customization for triggers.
When you roll out a new feature into production, you cannot predict user behavior and bugs that may arise. But you only need half an hour a day to track it all from the recorded usage history or watch it immediately in real time.
For now, no one can look for you, so if you are not going to devote time to viewing the recorded stories, do not use.
Support is great and gladly helps you to solve all your issues and questions during product usage.
September 14, 2021

FullStory for the win!

Score 7 out of 10
Vetted Review
Verified User
Review Source
It's used primarily by Analytics - but our Product Managers and Designers also rely on it quite heavily to understand specific interactions that users are making on our websites. It's used mainly to decide whether to augment or remove certain features - for example, if we know people aren't clicking on a particular CTA, we can get rid of it.
  • Easily to deploy. It's just a snippet of code that doesn't need any tweaking.
  • It's relatively easy to segment on links/buttons that users interact with, so you can hone in on certain features quickly.
  • It has some good integrations with analytics tools (e.g. Mixpanel).
  • The Interface isn't intuitive. If you've not used it for a while and come back, it's hard to get your head back into how the GUI works.
  • The mobile session playback is poor (desktop is fine though).
  • We get a few 'dead' sessions, where the web page is blank and the session ends really quickly after a second or two.
If you're after a cheap session playback tool that doesn't require a lot of setups, then FullStory is a solid choice. It may not have the most user-friendly GUI around, but once you've got to grips with how to use it you can get to insights fast. Ideal for small-to-medium companies that don't have a lot of analytics nous and just want the 'why' rather than needing the 'what' or the 'how'.
I've never had to use their support, but their help articles are a little confusing. Sometimes the information is out-of-date or they return search results I didn't want. For example, I was looking for help on setting up FullStory in our Dev environment and got articles about their Dev Tool product.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use FullStory to understand a user journey or to see what a user was doing when they encountered an error. FullStory is being used by our product, development, engineering and support teams. Specifically, on the support side, we use FullStory to validate what a user did or was seeing when they encountered an error. It allows us to more quickly and efficiently replicate issues and lessen the engineering time to fix them because we have more data to present to the development teams.
  • It's always on and monitoring, no need to enable and replicate, the data is always available.
  • Quickly search for a "story" by a number of unique identifiers.
  • Although the search is thorough, it can sometimes be daunting to find the right moment you're looking for.
  • Not all journeys or workflows are captured it seems.
I'm giving the tool a 9/10 because although powerful, it takes time to learn how to effectively use it. The fact that it is always on means that it is silently listening, this means that when our teams receive a report and need to quickly review what a user was doing or seeing, we can do so without the input from the user. We can usually quickly use unique identifiers to find the story and pinpoint the issue. This data is then used to replicate this story internally to generate console logs or we export the story and send it to the engineering team.
Support has been exceptional even though we haven't had to use it often. In the few instances that we did have to use it to help find sessions or ensure data was being recorded, the support team was responsive and provided quality responses which showed us that our questions were being thoughtfully read and understood.
Score 8 out of 10
Vetted Review
Verified User
Review Source
FullStory is used by many departments for various reasons. My department uses FullStory to better understand customer engagement and interactions on our site. Often, we'll get a complaint from a customer or vendor about what they saw on our site and in order to verify what they're seeing, I check their session on FullStory. What I find is fascinating is how I can precisely follow a customer's journey through our site and see exactly what they clicked and looked at. It greatly increases our ability to discover pain points and help our customers.
  • Searchable terms: you can search for a variety of actions.
  • User information: easily find users and all of their sessions to find the one you need.
  • Search function: it's amazing that you can narrow down the results by adding search terms.
  • Typing in a partial URL sometimes give more information and options as opposed to typing in a full URL.
  • It doesn't always pick up every session, making it very difficult to find the information I need.
  • It tends to assign users multiple IDs (which I don't think is their fault), making it hard to find a specific session from one user.
FullStory is really excellent as a verification app. We use it all the time to see where we went wrong, or where a customer got confused or, unfortunately, lied to try and take advantage of our generous policies. I wouldn't recommend advertising or otherwise informing customers that you use FullStory because they might be a bit weirded out, but it's a great tool to use to verify claims and interactions that customers have on your site.
I have not needed to use FullStory's support, so I guess that's a good thing! There was only one time that I couldn't log into the FullStory app and I quickly contacted them, to which they responded that it was a known issue and that it would be up and running within a few hours (which it was).
Score 9 out of 10
Vetted Review
Verified User
Review Source
Our different teams use FullStory in a few different capacities

Product:
  • Understanding different users' journeys
  • Time spent in different areas of our platform
  • Areas of [a] platform that have more issues/bugs/rage clicks than other

Customer Success/Support:
  • Dive into each user's issues quickly
  • Troubleshoot common problems and escalate to [the] product team
  • Understand where a user is running into problems and creating guides
  • DVR-style view for users
  • Track time spent across our platform
  • Analytics of usage
  • Specific link tracking--there are a few links that show very low usage when compared to our other analytic systems
  • User flow mapping--would be great to see how different types of users are using the platform from login to logout
We really like the ability to visually see what our users are doing on a day-to-day basis and what they've spent their time on. Some scenarios could raise an eyebrow or two if the user found out that we use FullStory and that we can see exactly what they've done on our platform.
Sarah Morgan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
FullStory is used both by our support and success teams and by our product teams. For support, it allows our team to go in and see exactly the steps a user is taking, which can help diagnose issues or confusion. It helps cut through the confusion that can occur when a user is trying to describe an issue and allows us to peek into exactly what is happening. Additionally, it tracks console events, which are very helpful for our engineering team when working to resolve bugs. As a product manager, I like to use FullStory to see how users are interacting with our features and what types of pain points they might be feeling. It's a great addition to our analytics because it tells the full story of what's happening, not just a metric.
  • Review the workflow of a user who has reported an issue to a support team
  • Look into user sessions interacting with a particular feature to understand how they are using it
  • Be notified of places in the system where people are "rage clicking" to identify issues/inefficiencies
  • Can be a little confusing to know the exact time something happened, in local time or customer time? That's helpful for engineering to look into log files.
  • When looking for a specific session, it would be nice if you have a easier list of sessions with a little more info to choose from
  • It would be nice to be able to save flagged sessions and annotations under my profile to reference later
FullStory is a great tool for getting into the weeds with your users to understand workflows and to really look over their shoulders as they navigate your software platform. It is not well-suited to giving large-scale analytical feedback on your platform, that is better left to more traditional analytics solutions.
Score 6 out of 10
Vetted Review
Verified User
Review Source
We use Fullstory to monitor anonymized user sessions to identify any usability challenges that our customers might be facing. These challenges could be related to bugs or confusing design. Through these sessions, we are able to find out where customers are getting stuck and test and build improvements to streamline problematic parts of our site.
  • Session monitoring
  • Anonymized session recording
  • Identifying specific pain points for customers
  • We use Canvas JS in our app and it simply breaks FullStory. There are large portions of our app that are invisible in recording
  • I would like for there to be better disclosure and opt-out options for customers
FullStory is a very useful tool for watching customers use your app. It provides a large-scale, well-organized look into what is essentially unmoderated research. However, the privacy implications for me are troubling and I'm not sure I would use the software again. Additionally the amount of data provided by FullStory is overwhelming and it can sometimes take a long time to sift through everything.
Tim Johnston | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
FullStory is one of the best and fully advanced platforms that empower businesses to improve their customer experience on different sites and apps. A complete platform that connects digital interactions to the metrics that usually help most businesses. I have been using this platform in the organization for quite some time and it has been a good solution for my problems regarding customer engagement and experience on our different websites and apps.
  • It gives us all the insights into how the customer reacts and what is the behavior of customers cannot be discovered without them.
  • This helps us to detect the problem, track specific behavior of the customer on the site, behavior before and after the problem which determines the dead-end to improve and increase customer interaction more.
  • The main drawback that I am facing for the time being related to sessions.
  • It is hard to search for the right session, events inside a session and it would be tough if the session is more than hours.
  • It is based on CX now which less of an approach on quantitative product analysis and data export which limited the use of products. Need to make changes in these functionalities.
[FullStory] has been a [big] help for improving our customer experience. Managing the right information and assessing the right problem helps me to do changes in real-time to increase customer satisfaction and a good impression on customers by keeping the right things in the right places. Some functionality features need updates which hopefully they would consider. Other than that, it is a complete tool to improve customer experience on the go.
Score 9 out of 10
Vetted Review
Verified User
Review Source
There are three departments that use FullStory: engineering, marketing, and customer support. All three have unique use cases. For the engineering team, the most important business problem is finding the areas of our UX that cause our customers the most friction. This might be bugs or just places where it's not as intuitive as it could be. Watching customers go through the experience of using our site is extremely valuable. For the marketing team, they focus mostly on our conversion funnel, trying to understand how they can tweak and optimize conversion. For the customer support team, they use FullStory to be able to see what the customer saw and experienced to be able to better help them and give more specific and accurate support.
  • Identify users frustrated with their experience
  • Replay bugs and other issues for quick diagnosis
  • Gain empathy with the customer after having watched their experience
  • The pricing is very high; we often struggle to manage the usage vs. the cost
FullStory should be table stakes for any product/engineering organization. The "rage click" functionality is a game changer and helps us immediately identify areas in our application that need improvement. It's perfect for debugging. I can't think of any scenarios, from a product perspective, where FullStory isn't appropriate.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use FullStory daily for both product development insights and for support. By reviewing steps a client has taken to get into trouble we can quickly and accurately get to the heart of any problem and provide a solution. With product development we can observe new behaviours after we release new versions in real-time. Its amazing!
  • Product insights.
  • Support walkthroughs.
  • Timely updates.
  • The pricing plan is the biggest frustration when your 'number of sessions' ends it just stops recording rather than just deleting old sessions.
  • The UX is a bit complex but one you figure it all out its fine.
  • Glitches at times during scrubbing playback.
FullStory is great for developing a new product. The insights and customer observations always blow your mind. We tried other products but they just didn't cut it.
Haven't had to use support!
Score 8 out of 10
Vetted Review
Verified User
Review Source
FullStory is primarily used by the marketing team and is managed by our team (marketing operations). It is also used across the organization by a few teams, for example, IT and customer service, on an as-needed basis.
  • Account service.
  • Advanced search capabilities within the tool.
  • Continuously adding new features.
  • Reporting capabilities across sub accounts.
FullStory is great for troubleshooting production issues or tracing back any customer service-related issues.
The FS team is always very responsive and willing to look into specific issues for us.
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