FullStory Reviews

Customer Verified

Do you work for this company? Learn how we help vendors

(1-18 of 18)

Companies can't remove reviews or game the system. Here's why
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.
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 are 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 1st use, etc.
I really don't know if we ever had to reach out to FullStory's support team, and even if we did, how it went, so I can't share any info in this regard.
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.
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

  • 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 comparing 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.
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.
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 9 out of 10
Vetted Review
Verified User
Review Source
Full Story 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 Full Story is skewed
  • It was hard to figure out how to remove saved segments from the list
Full Story 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, Full Story 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 Full Story running on all the time, so your data is skewed because when you run out of sessions, the recording is turned off.
Score 6 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 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.
Frank Ramirez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
FullStory is used across our organization for everything from customer service, where we use it to troubleshoot customer issues by viewing customer sessions in real-time; to engineering, where we use it to uncover customer pain points retroactively; to our sales team that uses it to analyze conversions through funnel analysis. The ability to go back and analyze session recordings that are highly filterable and rich with contextual user information makes all the difference.
  • Scrubbing through user sessions is almost magical. The UI is intuitive and responsive with all the basic functions like speed control, user inactivity skipping, and page chapter markers.
  • Filtering user segments is a breeze. Fullstory lets you stack as many conditions as you need to pinpoint the exact user segment.
  • FullStory is very proactive in identifying user errors and grouping them for later analysis.
  • When appropriately identifying users, FullStory lets you construct a user history that helps identify customer archetypes.
  • While FullStory captures many user events, it lacks some of the more sophisticated reports and cohort analysis that a product like Mixpanel would handle well.
  • It's hard to find areas for improvement. It's that good.
FullStory is adaptable to a host of scenarios, from customer service to growth hacking and sales teams to engineering. I often feel we only use half of the functionality it offers. Therein may lie one of its weaknesses. It just does so much that it may be difficult to use it to its fullest potential. Having said that, the UI/UX is thoughtfully developed with an eye to surfacing features you may not have known about.
May 15, 2019

It's like magic

Andrew Clark | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
I formed a team that sought to better understand how our free trialers were using the product during their trial. While post-trial surveys and 1:1 calls with trialers were somewhat helpful, we wanted a better picture. We found FullStory and it was just what we were looking for—a software that provides a realistic view of what your users are doing in your product.
  • Beautiful UI
  • Easy to use
  • Great aggregate view of activity
  • Doesn't always capture data perfectly.
  • Can slow down app performance if you're pulling too much data.
Understanding the trialer journey and increasing the conversion rate. We have a much better understanding of what our trialers are doing in the first few minutes of their trial and are making product improvements as a result. Session monitoring. Aggregate activity view.
Score 10 out of 10
Vetted Review
Verified User
Review Source
FullStory was used by our UX team to understand how the site was performing and what improvements could be made. We would use it to view the customer's progress throughout the website and how they were interacting with various elements. We used it to come up with ideas to A/B test.
  • They make it very easy to search for specific users via their filtering options.
  • It is very easy to create funnels to see how users flow through towards specific goals.
  • Recording of users is always on, making it easy to view a specific session or group of sessions.
  • The product is very pricey.
  • You can't choose a specific page or event and then see all the different ways a customer can get there. You can only select the pages or events to include in your funnel.
  • There is no scroll map.
FullStory is great for creating funnels, viewing customer sessions, and identifying areas of frustration. At least, when I used it, there was no alert function to let us know when a specific element was identified as a point of high frustration. Customer Service can use this to view exactly what a customer is having issues with when they call in, as they can bring up the customer screen.

What is FullStory?

FullStory is a Digital Experience Intelligence (DXI) platform that combines analytics, session detail, and collaboration tools to help answer questions, understand issues, and uncover opportunities on web and mobile properties—and then put that knowledge to work.

- Proactively understand what is happening on websites, digital products, and mobile apps with digital experience data.
- Discover why things are happening via access to qualitative session details.
- Collaborate with tools designed to streamline workflow, share information, and drive meaningful action across UX, engineering, and product teams.

The vendor states brands using FullStory increase revenue through better conversion rates, improved organizational efficiency, and boosted customer growth and retention.

FullStory Features

  • Supported: Session Replay
  • Supported: OmniSearch
  • Supported: User Trends
  • Supported: Event Funnels
  • Supported: Heatmaps
  • Supported: Dev Tools
  • Supported: Frustration Signals
  • Supported: Conversions
  • Supported: Dashboards
  • Supported: User Segmentation
  • 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

FullStory Videos

FullStory Downloadables

FullStory Integrations

FullStory Competitors

FullStory Pricing

More Pricing Information

More pricing information from FullStory

SaaS Editions Pricing
Pricing DetailsTerms
BusinessContact Sales
EnterpriseContact Sales

FullStory Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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 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.

What is FullStory's best feature?

Reviewers rate Implementation Rating highest, with a score of 9.

Who uses FullStory?

The most common users of FullStory are from Mid-size Companies and the Computer Software industry.