#1 most frequent
United States of America
55.8%4,720 installations of 8,453
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
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Screenshot of AI-generated Summaries used to Take Action More Quickly
Top Performing Features
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
Areas for Improvement
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: 8.7
Who Buys & Uses Fullstory
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
6.5%552 installations of 8,453
#3 most frequent
Germany
4.5%379 installations of 8,453
FullStory helps us understand our user behaviors and identify bugs!
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
Love the Full Story that Fullstory brings.
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
Fullstory has made customer detectivework EASY!
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
Foundational to my day-to-day role.
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
The full story on FullStory
Use Cases and Deployment Scope
We have an online application that allows our customers to design and layout their yearbook. We have FullStory implemented to help us see areas of improvement, as well as be able to troubleshoot customer issues by seeing the customer's playback. So, this works both as a support tool, but also something to do with user research and user experience.
Pros
- FullStory has "heat" maps (really click maps) that allow us to see where customers focus the most page by page.
- FullStory has session playback where it's able to take the actions of the customer and piece them together into a video format to see what the customer did and what they actually saw.
- FullStory has integrated tools for easily pulling up data and being able to compare that data to others and the app/site itself.
- Some of the data FullStory provides is things like page load times and other performance analytics, which make it easy to understand if there are problems on your site (or for a particular customer) or not.
Cons
- I think it would be good to be able to configure what libraries are available. For instance, Retention is a new area... but it's not applicable to our site/app. It would be nice to be able to configure for that to not show as an option (same with Conversions).
- Heat Maps are not really heat maps. So, maybe calling them something more specific would be best?
- Being able to configure rage clicks, or dead clicks, is not the most intuitive. I had to try 3+ times, different elements, to be able to have the feature ignore something to keep from reporting it as a problem.
- Data is historical, no matter what. So, in the above example... I am not able to delete or ignore that this one thing was thought to be a rage clicked item or dead item. So, this thing that is not a problem, remains at the top of the list (and probably will for a while) because of how substantial the tool thought this was a problem.
Return on Investment
- Better data analytics
- Improved troubleshooting for supporting customers who have a problem, but don't remember the steps to replicate (or are not truthful about the steps).
- improved overall customer/user experience
