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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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- Premium Consulting/Integration Services
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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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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
(1-21 of 21)Companies can't remove reviews or game the system. Here's why
November 01, 2023
FullStory Review as a Product Analyst
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
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
Get some empathic insight with Fullstory.
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.
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
Great tool with all you need.
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.
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.
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 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.
February 10, 2023
The full story on FullStory
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.
- 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.
- 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.
December 28, 2022
FullStory helped to optimize our e-comm experience
We implemented FullStory to complement our Google Analytics implementation. While GA was great at telling us what pages customers were visiting, we lacked details about what the customer was doing on each page. By adding FullStory, we were able to gain insight into our users activity and adjust our roadmap based on measurable customer behaviors. As a result, we were able to improve the customer experience, increase engagement and ultimately drove more revenue.
- Easy implementation
- Allows for the creation of segments
- Ability to add a note to any session helped reduce MTR
- The images/icons associated with each session should indicate customer sentiment
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
March 18, 2022
The story with FullStory
We use FullStory to understand user behavior. We are also using the FullStory to see how users are engaged with the new feature. The FullStory dev tool feature also helps the development see the errors and exception best practices. The FullStory also helps us in resolving the support tickets.
- Records user behaviour
- Capturing the exceptions
- Captures rage and errors clicks
- Dashboard has to improve since it does not have the date range selection
- The ML feature still needs to be corrected, currently it is not capturing it well
- The Funnel feature needs to improve
We are a SaaS company, so we use it in both marketing and our product/engineering and customer success. I'm in marketing, so I use FullStory to track how visitors are interacting with our website and to watch any sessions that may have caused errors or areas of confusion. It's super helpful to get a specific view of how a visitor is engaging with our website.
- Watching back a particular visitor/user’s session while on our website
- Creating segments to view trends of visitors/users
- Making it easy to select a particular part of a visitor’s session to narrow in on
- CSS selector tool doesn't always work as easily as we'd like
- Would love to be able to flag or bookmark a particular session to refer back to later
- Finding a particular session isn't always super simple
October 02, 2021
Excellent software to connect digital interactions to metrics
I have been using this tool for a long time in my organization; the software is built on very strong search
engine analytics. This application has allowed us to connect the digital
interactions to the metrics that matter the most in the business. It gives us maximum opportunities for optimization, allowing our team to detect bugs
and much more. Using this software empowers businesses and helps to keep an eye on your customers.
- FullStory allows me to view visitor behavior on a particular webpage. Traditional web analytics focuses on visitor movement between web pages, not on one specific page.
- The software helps us to discover the behavior of the customers and provides us all the insights.
- The customer support of this team is also very good.
- The automation of this software is well developed.
- I like its customizable interface.
- My profile should have an option to save flagged sessions and annotations so that I can reference them later.
- Triggers need to be more customizable.
September 30, 2021
FullStory of our customer support!
Contactually's support staff as well as our engineering team utilize FullStory for the sole purpose of tracking issues that turn out to be bugs according to customer usage. It solves the problem of having to check with the customers during troubleshooting, giving us some sort of ringside view as to how our app has been used.
- Tracking user events during actual usage
- Being able to monitor activity in real time
- Identify web app errors due to console data
- The ability to keep all past sessions
- Be able to track other tabs during a browsing session
- More metrics data
September 14, 2021
FullStory for the win!
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.
June 23, 2021
Complete tool for improving customer experience
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 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 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.