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FullStory is a versatile tool that is relied upon by various teams, including customer support, product management, engineering, and …
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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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Popular Features
- Session Recording and Replay (47)9.797%
- User Segmentation (42)8.282%
- Heatmap tool (36)7.474%
- Click analytics (43)7.272%
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- Setup fee optional
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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
- Supported: Audit logs
Additional Features
- Supported: User Trends
- Supported: Event Funnels
- Supported: Dev Tools
- Supported: Sentiment Signals
- Supported: Dashboards
- Supported: Session Notes
- Supported: Webhooks
- Supported: Data Export
- 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: Priority Support Queue
- Supported: Restrict by IPS, User Agent, or Location
- Supported: SAML Single Sign-on
- Supported: Consent API
- Supported: FS.Identify API
- Supported: Multi-org Management
- Supported: Entry & Exit Page Data
Fullstory Screenshots
Fullstory Videos
FullStory Differentiated Data
Why Digital Experience Intelligence works for retail teams
Why SaaS product leaders choose FullStory
Fullstory Integrations
- Qualtrics XM for Strategy and Research
- AB Tasty
- Appcues
- Chameleon
- Convert Experiences
- Drift
- Amazon Redshift
- BigCommerce
- Google BigQuery
- BugSnag
- Desk.com (discontinued)
- Firebase Crashlytics
- Google Analytics
- Google Tag Manager
- Help Scout
- Jira Software
- Adobe Commerce (Magento Commerce)
- Shopify
- Slack
- Squarespace
- Trello
- unbounce
- WordPress
- Zendesk Suite
- New Relic
- Olark
- Gainsight PX
- Heap
- Intercom
- Invoca
- Kustomer
- Medallia Digital
- Mixpanel
- mParticle
- Optimizely Web Experimentation
- Pendo.io
- productboard
- Qualaroo Insights
- Twilio Segment
- Sentry
- SiteSpect
- Split
- Survicate
- Adobe Marketo Engage
- Tray.io
- Usabilla
- UserVoice
- Delacon
- Lou
- Salesforce Sales Cloud
- Tealium Customer Data Hub
- Iterate
- ProductRocket
Fullstory Competitors
Fullstory Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Windows Phone, Mobile Web |
| Supported Languages | English |
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.
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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Reviews and Ratings
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
FullStory is a versatile tool that is relied upon by various teams, including customer support, product management, engineering, and sales, to track user interactions, identify pain points, troubleshoot issues, and improve the overall user experience. Customer support teams find FullStory helpful in investigating and understanding customer experiences on their websites or apps. The software's segmentation feature allows users to assess user interactions with web pages and identify areas for improvement. Product managers depend on FullStory to understand how users interact with features and identify pain points. Engineering teams benefit from FullStory's console events tracking feature when resolving bugs. Additionally, FullStory complements Google Analytics by providing detailed insights into user activity on each page, enhancing the customer experience. UX researchers utilize FullStory's heatmapping feature to gain a comprehensive understanding of how consumers interact with experiences. Overall, FullStory is a valuable tool that empowers businesses to improve customer experience and optimize their product offerings.
Based on user reviews, the most common recommendations for FullStory are to utilize its metrics tools and session playback, compare it to other tools to ensure it meets all needs, and approach it with a specific goal or hunch in mind.
Users suggest taking advantage of FullStory's metrics tools and session playback feature to gain insights into user behavior and prioritize necessary changes. They also advise comparing FullStory to alternative tools to evaluate which features and pricing structures align best with their requirements. Additionally, users recommend approaching FullStory with a specific goal or hypothesis in mind to make the most of its capabilities. These recommendations can help users understand how FullStory can support their team and enhance their understanding of user interactions.
Attribute Ratings
Reviews
(1-25 of 35)Companies can't remove reviews or game the system. Here's why
May 23, 2023
Good for observing weird user behavior
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
March 14, 2023
Integral Tech Support Tool.
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.
March 14, 2023
FS is great!
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.
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
March 07, 2023
Love the Full Story that Fullstory brings.
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?)
March 07, 2023
Fullstory has made customer detectivework EASY!
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 $$$.
March 07, 2023
Full story review.
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.
March 07, 2023
Wonderful software for playback sessions + analytics.
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.
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.
March 06, 2023
Critical to proper DX management
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
March 06, 2023
Fullstory at a medium size company
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
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.
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
March 06, 2023
A terrific time saver!
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
We use Fullstory to understand how users interact with our site. We map our customer journeys to understand how website visitors funnel to our "money pages."
- Tracking how users interact with our content; where they spend the most time on page
- Building dashboards for specific things we want to track
- Plotting out funnels in the user journey from website to demo
- Sometimes it's confusing to build dashboards and get the correct information in the filtering so I see what I want to see
- Use non-engineering language within platform
March 06, 2023
Enhancing the user experience of the product!
I use FullStory after running each campaign or publishing content on our website to make sure the user experience is decent. This also helps me to improve the contents by tracking the insights of the user behavior on the browser. For example, using the heatmap lets us improve the website content, UX, and UI. In addition to that, I also use FullStory to have a better understanding of our buyer persona.
- Heatmap
- Users Screen-record
- Insights and reports
- Team annotation or notes
March 06, 2023
Like magic 🔮
Research customer behavior to improve UX and track down bugs. Monitor funnel performance to help improve our acquisition funnel. Help engineering team recreate issues or UX experiences that are unknown or differ accross device types. Use comments to document and communicate issues across teams. View network request history during issues that might occur.
- Record the user behavior
- Search sessions
- Define funnels
- Onboarding
- Developer tools
March 05, 2023
Foundational to my day-to-day role.
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.
- 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.
- 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.
March 05, 2023
FullStory helps place CX front and center.
Score 10 out of 10
Vetted Review
Verified User
We use FS at PhoneBurner for many things. Our customer support team uses FS to track down specific events in which a customer might have experienced something negative. Our product team uses FS to observe key customers and ICPs. There are dashboards that serve to highlight insights that present us with usability, conversion, and other measurable data we'd like to monitor. Our development team leverages playback in FS to gather evidence of a given error or situation. Many of us simply enjoy watching users adopt a feature, so it helps our product and development teams celebrate when a given feature is successfully adopted based on expectations we set prior to the feature launch.
- Playback is great.
- Insights and reporting are great.
- Linking directly to the customer and providing customer details is great.
- Not sure if it's my computer, but I'm on Chrome and often don't see reflected the 7s of rewind I click when in playback view. Rewind just doesn't seem to actually rewind.
January 10, 2023
A Must Have for any SaaS Provider
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)
December 23, 2022
FullStory has helped us to unlock CVR & revenue growth through optimization of our user experience
We utilize FullStory for proactive exploration of consumer friction issues across our sites. The tool gives us great insight into consumer pain points, with metrics that give us impact for prioritization. We also utilize FullStory for replication of user errors, which gives us insight into quick fixes for bugs logged against our sites. Heatmapping is another area our UX Research team utilizes to understand how consumers are interacting with our experiences.
- Watched elements make it easy to track specific consumer user flows & understand impact
- The UI is simple & easy to use
- The ability to quantify impact to CVR is hugely helpful
- There is some very specific vocabulary tied to usage of the tool but it is straightforward once you're used to it
December 21, 2022
FullStory Review
Currently, we use it to track basic product usage (users and sessions) and to help provide additional engagement context for user experience/issues. We would like to continue surfacing user engagement metrics to improve product strategy, customer outreach, etc.
- Event tracking
- Customer Engagement
- User behavior
- Customer outputs (data exports)
- Improved reporting/configuration for session playlists
- Data lags/settling causing discrepancies in usage numbers tracked over time
December 13, 2022
FullStory makes it easy to empathize with our customers
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
December 13, 2022
The tool that gives you the full story
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
August 31, 2022
A must-have for any product manager or CS lead
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
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.