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FullStory

FullStory

Overview

What is FullStory?

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…

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Recent Reviews

TrustRadius Insights

FullStory is a versatile tool that is relied upon by various teams, including customer support, product management, engineering, and …
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FS is great!

8 out of 10
March 14, 2023
Incentivized
Helps understand edge cases and bad product behavior for our end users. Also assists in recreating temporary complaints and gaining useful …
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Great product.

10 out of 10
March 07, 2023
Incentivized
We use Fullstory to watch users utilize new features, measure funnels for trial sign up to paying customers, look for performance issues, …
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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 13 features
  • Session Recording and Replay (47)
    9.7
    97%
  • User Segmentation (42)
    8.2
    82%
  • Heatmap tool (36)
    7.4
    74%
  • Click analytics (43)
    7.3
    73%

Reviewer Pros & Cons

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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

Product Tour by Reprise

app.getreprise.com
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Features

Mobile Capabilities

Support for mobile devices like smartphones and tablets.

5.2
Avg 7.6

Results and Analysis

Tools that allow users to evaluate the results of website optimization tests (e.g. A/B, A/B/n, multivariate, and split URL tests), or view visitor interaction with webpages and specific site elements.

7.6
Avg 8.8
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Product Details

What is FullStory?

FullStory is a 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 CAN BE DONE WITH FULLSTORY:

  • Proactively understand what is happening on a website, digital products, and mobile app with a 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.

FullStory aims to help brands to 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 the Digital ExperienceScreenshot of Fullstory for Mobile AppsScreenshot of FullStory Search & SegmentationScreenshot of Get Quality Insights on the Most Valuable Pages

FullStory Videos

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

FullStory Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
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, and Quantum Metric are common alternatives for FullStory.

Reviewers rate Session Recording and Replay highest, with a score of 9.7.

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

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Reviews and Ratings

(139)
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Attribute Ratings

Reviews

(1-25 of 71)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use FullStory for user session review and heat maps for our platform, an online portal.We use this to inform our UI experience,troubleshoot support, and confirm the actions of our users. Also seeing where on a page users are going and clicking has been a very useful feature.
  • Heat maps - seeing where users click the most
  • User session review - seeing how users interact with our product
  • retrieving lost information - gathering lost information users have input and lost due to miscellaneous errors
  • sometimes, user identities are not always tied to the email address associated with their account when looking up their sessions
  • I'd like the ability to copy text directly from a user session screen instead of having to copy text inputted by the user in the code on the side
Watching user sessions of those using our product is an invaluable experience. I use FullStory almost daily to better understand the complaints and feedback of our users, and find ways to best assist them. The user session review feature is also especially helpful for determining the behavior of our users, and exploring how they actually use our portal versus how we believe they would.
Score 6 out of 10
Vetted Review
Verified User
We use it to diagnose user problems
  • Helps trace weird corner cases
  • Can visually see how users move
  • Provides logs
  • Better UX to help navigate for new users. Its complex
Helpful if you have diverse users and corner cases to try and track down, where just having server logs isnt enough
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use FullStory to understand how customers interact with our product, as well as to investigate technical issues that some customers face. We also use it to detect users' rage clicking and other customer behaviors that are important for us to optimize our happy flow, as well as edge cases.
  • Records JavaScript console
  • Records network requests
  • Detects rage clicking
  • Records sessions
  • Allows sharing recorded sessions with team members
  • Pricing, as compared to free competitors
  • Tools for enabling/disabling session recording in certain domains and/or URLs
  • UI for developers - JavaScript console and network request recorder
It's a great solution, but their pricing options need improvement, especially when free options exist. Great integration with Segment and similar tools.
Alexander D. Webber | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Describe how you use FullStory in your organization. To troubleshoot CX support issues. What are the business problems the product addresses, and what is the scope of your use case? We are a technical support team, and being able to assess agents' interactions with our SaaS platform really helps us to get to the bottom of issues more swiftly.
  • Tracking custom events like browser or connection errors.
  • Support dashboards - to track common errors.
  • Sharing evidence of issues with our Engineering + Product Teams.
  • Overages are not well managed by FullStory - especially for contractural-based agreements.
  • There should be options to avoid tracking certain parts of our portal - which in turn would reduce our fees - we do not need to track 100% of the session data we see via FS.
FullStory is the best support tool I know of.
March 14, 2023

FS is great!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Helps understand edge cases and bad product behavior for our end users. Also assists in recreating temporary complaints and gaining useful metadata around them. Very specifically when users encounter different errors with system inputs and therefore results in apparent user behavior (multiple refreshes, rage clicks, trying to navigate to different screens, etc.)
  • Captures the user experience well.
  • Good filters.
  • The interface is decent.
  • Session breakdown and result view can be easier to use.
  • More free seats.
  • Easier understanding of what the user has done in different session aspects/colors.
Great for identifying end-user behavior trends and bugs. We use it to track specific user journeys from sign-in to set-up problems where they claim to see a certain problem, but we don't see it in our system logs - so FS helps us determine a certain level of truth. This is especially helpful with getting timestamps of certain issues we can correlate internally.
March 14, 2023

10/10 meows from us!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We're Kitty Poo Club! Our most common use for Full story is the segment tool. The developer console and css selectors within the segment allow me to troubleshoot where errors on the site are occurring. This is especially important to catch errors that block customer experience, particularly with checkout. We also use it for it's ability to hone in a specific set of customers who take actions on the site, which is helpful to inform metrics over a given period of time.
  • Customer Segments
  • Metrics
  • Error Alerting
  • Clearer instructions on funnels
  • Ability to sort segments by state and/or city
Full story is very well equipped to handle debugging on the go, as I can set an alert for customer Segments to bring attention to any site issues that may occur. It also is used by our customer support team to help customers troubleshoot issues with their account and subscription. It's less applicable towards metrics that rely on a third party referral source, such as Facebook or Instagram. That tunnel can be hard to follow.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
In our industry, the business is seasonal hence some quarters are heavier than the others. We love full story as it scales across all the features seamlessly and enables cross-functional teams to see the process, measure the outcomes, and narrow down the user behavior in a super simplified way. I led the FullStory implementation at my previous company and brought it to my team at a new company based on my delightful experience.
  • User behavior Tracking
  • Easy to create multiple dashboards
  • Insightful heat maps
  • User Session videos are long. Ability to tag a section such that it can be shared cross functionally
  • Ability to select a few sessions and provide a comparison based on the click maps. It has to be done manually today
  • Setup Alerts based on the user activity
Fulltstory is greatly suited for the product teams that are growing and have web or mobile apps. The biggest challenge that it solved for us is that we don't have to worry about creating customer events tags and embedding those inside the code to measure the user behavior. And the complexity of scaling the analytics as more and more feature experimentations are done is hugely simplified.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use FullStory for both analytics and debugging.
FullStory lets us build interactive dashboard that capture users' actions, events, and other data for business/product analysis.
Their Session Replay features lets us watch users' browsing activities for debugging purposes
  • Customer Support
  • Session Replay
  • Dashboard
  • Funnel
  • More granular metrics (e.g. hourly breakdown for a week)
  • More "group by" capabilities for metrics without the need to first build out individual segments
FullStory is an excellent tool that helps debugging. However, it might sometimes be blocked by adblockers that some sessions are not recorded.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
FullStory is an essential part of our Marketing, and Product tech stack. We use it to look at data, funnel conversion rates, feature adoption, and much more because we all know it's hard to get the job done, without the FullStory.
  • Funnel data
  • Visual, data driven dashboards
  • Conversion rates
  • Watching user experiences on site
  • Integrations - connect with more data
  • Split funnels instead of having to create multiple ones
  • A/B testing functionality
If someone is using their site to monetize, and or have a product/software, then FullStory can be tremendously helpful. It's also helpful to understanding an overall customer experience.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
  • 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?)
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our primary use case for Fullstory is to watch how our customers interact with our tools. It is very valuable to be able to see what a customer is actually doing with our tools. It helps us identify areas of friction and dropoff so that we can make plans to improve that are more informed than just our own opinions. We also use it to hunt for bugs and broken experiences.
  • Session Recording and Searching.
  • Simple Funnel Reports.
  • Highlighting problem areas (dead clicks, frustrated actions, etc).
  • Matching funnel fallout with sessions (like being able to see people that fall out).
  • More robust reporting.
Full story is as good as it gets for recording sessions. I love it. They are adding some good reporting and metrics tools that seem to have promise. However, you need to be ready to fork out a bit of dough. Their pricing is kind of confusing and has increased pretty substantially over the years.
Alice D'Orlando | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
  • 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 $$$.
In my experience, Fullstory is super well suited for targeting a specific user's mistakes/struggles in their online sessions. For example, troubleshooting issues that customers complain about. It's also helpful to look at page success as a whole (for example, watching multiple customer journeys on a new website page to see if it's being used as planned). I think it is less suited for marketing insights, but maybe we just haven't explored much with that.
Michelle Gibson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We reviewed user sessions on FullStory to review user workflows, product adoption, reported issues and scope, and to find bugs. User sessions were recorded on every square inch of our site, including our design editor that nearly all customers used.
  • Reviewing mobile experience
  • Segmenting users
  • Pinpointing console errors to report to development
  • We often were confused by the way tabs on Home would become active automatically based on searches made on the dashboard.
I used FullStory to review the user experience in general. It allowed me to find issues, then search for other users that encountered the same issue. This allowed me to report the scope of an issue accurately to leadership and development, and to prioritize effectively. The most useful feature to define the scope of an issue was searching for a specific console error or uncaught exception.

I also reviewed user sessions right after releasing a new feature or product. I would search for an exact button click define user journey to review this.
March 07, 2023

Great product.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Fullstory to watch users utilize new features, measure funnels for trial sign up to paying customers, look for performance issues, recreate bugs, and more.
  • Recreate Bug Steps.
  • Measure performance on different browsers and device types.
  • Provide real-world use and insights on new features after launch.
  • Click from a heatmap number to a report behind the metric.
Looking over users' shoulders for new features, recreating an edge case bug, and generally measuring usage & feature or product performance.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use full story to view customer interactions with our commerce app. These interactions allow us to get an in depth view on customer flows and purchase funnels. This data allows the company to make decisions which could improve customer flows. It is a very manual but manageable process and worth the extra effort.
  • Basic Product integration
  • Easy to use interface
  • Account support.
  • Funnel creation is difficult
For a start up, this tool will allow you to view how well your product and features are being utilized by customers. As a start up this is very important to understand the customer feedback loop. Viewing of the customer interactions is something that takes a lot of time and requires additional workforce hours to be utilized.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
  • Record user sessions.
  • Show metrics of many use cases in our product.
  • Show insights from user sessions, including inspect mode and performance tools.
  • 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.
FullStory is well suited for recording user experience sessions and providing metrics on that. Imagine if your customer says, "I clicked on this button, but then a, b, c happened," but they didn't realize that the button that they clicked on 3 minutes before then caused that issue. FullStory is perfect for such a scenario. It's also relatively easy to implement FullStory in your code to support it.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use the service integrated with ZenDesk to review clients' actions and troubleshoot issues in UI.
  • Monitor multiple sessions.
  • Provide accurate information on users.
  • Allow comments on sessions to share with the team.
  • Allows set up of segments for easy monitoring.
  • The pricing is a bit high.
  • Better communication with users on updates.
Great to use for monitoring and learning about updates in the system and how users are utilizing them. The support team is able to get additional information that the users have left out in their tickets and see what they were going through before submitting a ticket. The marketing and product teams can monitor pages with ease.
March 07, 2023

Full story review.

Score 7 out of 10
Vetted Review
Verified User
Incentivized
I use Fullstory to create a user journey in our platform, what are the most visited pages, and how much time is spent on these pages including a review of the features most used. Also, we can see where the customer gets confused and spends time on a certain page, we use that to figure out problems in these pages and improve the product.
  • Referrals to the first page seen by a user.
  • Fast forwarding when the user is not on the page.
  • Markers around on the video bar so we are able to jump to key points.
  • Time of the day, on every moment, it should show what the hour during the video was.
Depends on what the colleague is trying to achive. Attribution validation is possible by the Full story videos (when existing). The most useful feature is to actually see what your customers are dealing with, where they experience confusion, cold starts and etc. Overall a useful tool but not just for page visits since you can get that from trackers, but more for the ability to study the experience of users in the product.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I and our product managers use FullStory to track product usage & metrics of releases, as well as to identify groups of users that are experiencing issues with our product. Our marketing team, support team, and sales team also use FullStory for various reasons.FullStory makes it easy to find patterns and share those insights throughout our teams.
  • Monitoring playback sessions.
  • Creating usage dashboards.
  • Finding usage patterns amongst users.
  • Troubleshooting user issues.
  • Sharing insights for team member alignment.
  • In product on-the-fly support chat.
If you’re looking for software to monitor playback sessions of users on your marketing site or inside of your product, then FullStory is meant for you. It does come with some analytics capabilities; however, deep analytics tools such as Sigma are more appropriate for product analytics tracking at this point.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use FullStory to view customer behavior and isolate any friction and then attempt to create more optimal solutions for our customers. We also use FullStory to view bugs and errors to then address them. We also use it to discover and visualize everyday customer journeys we weren't aware of. All this is for our website and mobile apps.
  • A recreated DOM that looks as close to the end user's view.
  • Collaborative tools to discuss the user problem and solutions in the context of the observed issue.
  • It helps find technical errors, places the user tried clicking and got frustrated about, and rage clicks.
  • Heat maps of engagement.
  • Much better limits on recordings. We have to build this in-house, and it takes a lot of attention.
  • Events are too expensive.
  • Mobile should have everything visible by default and not vice versa.
Suppose you need to observe human behavior in order to make better product decisions. When you have manual QA, and you'd like to be able to easily view the bugs found.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We utilize FullStory for several functions ranging from customer support through understanding our users better on the product side. Being able to quickly share a link to review user sessions allows departments to quickly collaborate around insights and/or problems users may be experiencing and to act on them in a quick manner.
  • Easily shows you the "what" users are doing.
  • Allows you to quickly segment users based on different criteria to evaluate behaviors or trends.
  • Makes it really easy to collaborate around issues that users are having.
  • Allows you to easily create dashboards, funnels, and metrics to compile data on what users are doing.
  • FullStory's pricing model around sessions can work really well for you or potentially work against you depending on your product setup.
FullStory is great at showing you "what" customers are doing. FullStory is not good at telling you "why" customers are doing something. However, knowing the what they are doing allows you to formulate the right questions to then continue research and connect with users to understand they "why" a lot better.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It's great for identifying friction spots in the usability of your website, if you focus in certain important journeys, you'll find drop offs. From there you can identify why they are dropping off, then focus on that specific action to see if there are more users with the same frictions. I love the tools within it showing aggregated heatmaps, spot notes and direct integration to submit a ticket to dev with all technical info needed to debug. I do find some of the other areas difficult to use, like journeys, conversions, retention and events. I'm sure if I sat through tutorials, I'd figure it out...
  • screen recording
  • heatmaps
  • search
  • debugging
  • journeys
  • conversion
  • find & fix
I'd love to use for KPI tracking but data seems limited (lower than actual numbers), it's more for top level identification of frictions or issues.
It's perfect for a product owner to find future usability improvements and great for debugging.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Solve the needs to understand user flows. Our platform is very complex and simple analytics don’t tell the user flow story as good as with visuals. We have restriction in place in how we can track users and full story provides us a way to fully analyze the end to end these experience
  • User flow visualization
  • Immediate insights
  • Good sharing features
  • Dashboards hard to use
  • Funnels and metrics unclear
  • Session aggregation hard to use
If you need to get access to user insights and understand their on product experience but you have complex flows that require very deep understanding of how the product is used fullstory is well suited for you.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
FullStory is a fantastic tool for anyone who want to gain deeper insights into their user behavior. I've found the platform to be incredibly user-friendly, with intuitive navigation and helpful features that make it easy to understand user behavior and identify areas for improvement.
One of the things I appreciate most about FullStory is that it allows examining features we developed without the need to add specific events during development.
  • The inspect panel which allows me to select specific buttons and add them to my search
  • Play speed options and skipping inactivity that allows me to quickly review user sessions
  • The Funnel card that shows me the presentage of users completing each step of the funnel
  • It's great when counting users, less clear for counting events
  • Would like to have the "user watched" on cheaper plans as well
  • I would like to see "time" (as in time to complete) take a larger part and be easier to analyse
Fullstory is a wonderful tool to get a quick estimation of feature adoption.
It also helps identifying areas where users are struggling with.
Another big plus is the developer panel that helps finding and fixing bugs.

It is less useful when trying to understand how many users saw something without them clicking.
Caroline Keem | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our product is not B2C but software used internally by our employees thus some of the FullStory tools are not relevant to us. However it has still been immensely helpful in a number of other ways. Our support team has been saved a lot of time and effort. Instead of trying to recreate bugs or go from a user's description they can simply observe the problem happening. We've used it to evaluate the effectiveness of new tool releases by monitoring their adoption and observing the behavior of non-adopters to see what they are doing instead. We've uncovered a number of new training opportunities and eliminated duplicate work which wasted our users time and lead to frustration. In addition the design team was able to observe unused tool sets and begin reimagining them to be more effective.
  • Monitor time on task and map changes over time
  • Monitor the usage of particular tools and show trends over time
  • Create really specific segments so that we can observe the patterns of a specific cohort of users
  • Create a direct link to any point in playback so that example is easily shared with support.
  • I'd like to see a way of measuring scroll-thrashing...when users are rapidly scrolling up and down
  • I'd like to export my dashboard as a pdf file so its easier to share
It's really helpful to our support team and saves a lot of time and energy that was formerly wasted trying to recreate bugs or getting a user on the phone and getting them to try to describe it. It's also helpful for seeing usage trends over time. Playback is particularly helpful in revealing user behavior.
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