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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)
    7.2
    72%

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)

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!

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

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
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.
Customer experience management (5)
54%
5.4
Product usage analytics
100%
10.0
Customer experience dashboard
70%
7.0
Customer journey mapping
100%
10.0
AI-powered recommendations
N/A
N/A
Multi-channel customer feedback collection
N/A
N/A
Results and Analysis (9)
41.11111111111111%
4.1
Heatmap tool
70%
7.0
Click analytics
100%
10.0
Scroll maps
N/A
N/A
Form fill analysis
N/A
N/A
Conversion tracking
N/A
N/A
Goal tracking
N/A
N/A
Funnel Analysis
N/A
N/A
Session Recording and Replay
100%
10.0
User Segmentation
100%
10.0
Mobile Capabilities (4)
N/A
N/A
Responsive Design for Web Access
N/A
N/A
Mobile Application
N/A
N/A
Dashboard / Report / Visualization Interactivity on Mobile
N/A
N/A
Mobile App Analytics
N/A
N/A
Security and Administration
N/A
N/A
  • Improved bug identification and resolution
  • Improved customer experience
  • Improved conversion rates
N/A
I reached out to support a couple times and received well written responses and clear video documentation to answer my question and to help use troubleshoot.
Intercom, Slack, Canva
  • Implemented in-house
Yes
We started slow with the implementation and integrated FullStory into a couple of our products. Once we started leaning on FullStory more, we integrated it everywhere. Each time we released a new product, we integrated it with FullStory.
Change management was a big part of the implementation and was well-handled
It was really easy to keep implementing FullStory as we expanded our services and products.
William (Matt) Wood | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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)
If you own a SaaS product then purchasing this to compliment your Support team is a no-brainer. It provides valuable insight into the user journey from the emulated perspective of them. You can see exactly what they clicked on, where there was hesitation/frustration, key metrics around consumption and usage, among a slew of other features.
  • Decreased support response times
  • Increased NPS score
  • Product alignment on key elements that need to be updated/addressed/developed
It was a simple implementation that didn't take very long (to my understanding - it was implemented prior to me joining the organization and using the product). We have relatively low complaints from the general Support team regarding its functionality and usage. Since it is layered on top of our product there is little maintenance and nearly zero impact of the services we provide.
I have not had the pleasure of interacting with their support team but this is a good thing; it means that the product is working as designed and providing value to our organization. The less interaction I have with a support team means that it's a rock-solid SaaS offering and it serves it's purpose as intended.
30
The primary users of FullStory are in our Support and Technical Support teams. Some additional users are part of our Product and Development teams, however, they are only leveraging this feature after the due diligence has been performed by the previously mentioned Support teams. A few edge case uses are by our Solutions team.
10
I would estimate that around 10 people have the necessary skills required to support FullStory. The number goes up substantially for qualified users of the product but in terms of maintenance, deployment, and advanced knowledge of how to maximize the product is more limited in scope.
  • Customer Retention
  • User Flows
  • Gauging Product and Feature Usage
  • Alleviating Pain Points and Frustration Through Identifying Sub-optimized Features
  • Increase in Customer Satisfaction and Retention
  • Enhanced and Streamlined User Journeys
  • Validating Product Initiatives
  • Identify Potential Roadmap Features
  • Continuous Identification of Optimized User Flows
  • Surface Unknown Points of User Frustration & Contention
I believe the consensus of the team is that FullyStory is a valuable tool and addresses the uncertainty of user's recollecting their exact steps in our software. We all know how difficult it can be to trace a user journey and this product provides absolute transparency into what went well and what went wrong. I have no doubt that our team will renew our subscription with FullStory.
  • Implemented in-house
No
Change management was minimal
Change management was not an integral issue when it came to implementing FullStory. Whenever a new product is introduced into a tech stack there are going to be early adopters, pack followers, and those hesitant to change. After the integration and implementation of FullStory into our product we saw the majority of our users fall into the first two categories.
  • Product Adoption and Learning by End Users
  • Adequate Training Resources and "Hand Holding" from Onboarding Team
  • Fundamental Understanding of Product Purpose and Tech Fit
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
FullStory is great for troubleshooting customer issues, especially when your customer base is in another time zone or composed of people who speak another language. It's also great for UI/UX projects, since you can see exactly what a customer is doing on your site and how they're interacting with your content.
Customer experience management (3)
83.33333333333334%
8.3
Product usage analytics
100%
10.0
Customer experience dashboard
100%
10.0
Customer journey mapping
50%
5.0
Results and Analysis (7)
100%
10.0
Heatmap tool
100%
10.0
Click analytics
100%
10.0
Scroll maps
100%
10.0
Form fill analysis
100%
10.0
Funnel Analysis
100%
10.0
Session Recording and Replay
100%
10.0
User Segmentation
100%
10.0
Mobile Capabilities (4)
N/A
N/A
Responsive Design for Web Access
N/A
N/A
Mobile Application
N/A
N/A
Dashboard / Report / Visualization Interactivity on Mobile
N/A
N/A
Mobile App Analytics
N/A
N/A
Security and Administration
N/A
N/A
  • Bugs are typically solved within 24 hours now, vs. 3-5 days before
  • CS is able to use the FullStory sessions to advocate for changes
Implementation took...maybe an hour? It was incredibly simple to get it going. It's also been easy to customize later (for example, there are some regions of the world we don't want to track in FullStory, so we have blocked customers from those regions on the FullStory dashboard). It's also great to have a tool that's so visual because it really makes a strong case when changes are needed.
We have never needed to use FullStory support thanks to their robust help center and FAQs. Our account managers have all been responsive and easy to work with, and they haven't pressured us to upgrade to whatever their newest and most expensive product is. It's actually amazing that such a complex product is so easy to use.
20
Currently, we have members of Customer Service, Engineering, Product, Marketing, and User Experience using FullStory. Customer service and Engineering primarily use it to see what is happening to customers when they experience bugs. The Product and UX teams use it to see how customers are interacting with the site and where rage clicks are happening. The Marketing team's usage is similar: they can see how customers are interacting with special landing pages or new site features.
We have about five users with admin access and one account owner. We don't have someone who "supports" FullStory on an ongoing basis because it's easy to use! If we need to add it to a new page someone with access can grab the necessary code and send it to our website team. Everyone is comfortable creating segments, etc.
  • Bug triage
  • User Experience
  • Deep customer knowledge
  • Confirming hunches
  • Identifying when our site is down in different markets
  • Content Design
  • Identifying improvements after beta launches
  • Identifying customers to contact about product or site interviews
  • A/B site tests
  • Heat mapping
It's been a phenomenal tool for us; every department that uses it has found something new and unexpected that it can do that they're really excited about. Even if we *only* used it for bug triage, it would be worth our time and money. The fact that we can use it for so many other things as well--gauging how customers interact and use our site, identifying UI problems, etc.--is above and beyond.
  • Implemented in-house
No
Change management was a minor issue with the implementation
One change we had to incorporate was training our support agents on how to incorporate FullStory sessions into their bug reporting and UI feature requests. There were several agents who didn't take to this quickly--they didn't like searching for FullStory sessions and actually let a couple of bugs go unreported because they didn't want to deal with it. What we ended up doing was having a FullStory demo at each customer support team meeting for a couple of months, followed by more in-depth training to get those agents on board. Everything is smooth and easy now!
  • Getting FullStory onto *all* of the parts of our website where we wanted it
  • Training CS agents and other stakeholders on how to incorporate FS into their work
  • Getting developer time--the implementation involved small tasks but they're always swamped
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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
FullStory 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, FullStory 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 FullStory running on all the time, so your data is skewed because when you run out of sessions, the recording is turned off.
Customer experience management (1)
70%
7.0
Product usage analytics
70%
7.0
Results and Analysis (9)
71.11111111111111%
7.1
Heatmap tool
80%
8.0
Click analytics
60%
6.0
Scroll maps
80%
8.0
Form fill analysis
70%
7.0
Conversion tracking
70%
7.0
Goal tracking
60%
6.0
Funnel Analysis
70%
7.0
Session Recording and Replay
100%
10.0
User Segmentation
50%
5.0
Mobile Capabilities (2)
60%
6.0
Responsive Design for Web Access
60%
6.0
Mobile App Analytics
60%
6.0
Security and Administration
N/A
N/A
  • We've been able to save time on identifying bugs before we released the feature to the public, so we saved time on having to deal with customer support and were able to be proactive in fixing the issues
  • Saving time for our support team to identify bugs when customer complaints come in
  • The quality in design has gone up, as we can actually see exactly what the customers are doing as they interact with the user interface
From what I can tell, implementation was very easy for our developers as Full Story integrates nicely with Google Tag Manager, which we used to integrate full story on our website.
Whenever I've reached out to Full Story support, they've always been professional, helpful and replied in a timely manner.
Smartlook seemed very early in its stage, so there seemed to be plenty of bugs with how it worked. FullStory just seemed a bit more put together and ready to service a bigger company like ours. The breadth of features also seemed to be favoring FullStory over Smartlook.
15
I see Full Story being very useful to a lot if not all teams within a SaaS business to a certain extent. In our organisation the following teams are finding Full Story useful: Product design team, product management team, development or engineering team, customer support team, account management team, onboarding team and quality assurance team.
3
The team leads or more specifically, product design and development leads in our organisation play an on-going supporting role of Full Story. I wouldn't say you need any specific skills apart from understanding the basics of an online tool such as the subscriptions and answering questions on using the tool. Full story has very good documentation to guide you through all the steps including setup and and using the tool.
  • Being able to see exactly how our users are interacting with our platform
  • Easily being able to filter sessions by a number of parameters
  • Setting up events that you can track without the need to get developers involved or knowing how to code
  • Being able to identify bugs in our product releases before we release to the public
  • Developers being able to easily pinpoint why a customer is seeing an error using the dev tools that comes with Full Story
  • Quickly answering questions such as what are the most common behaviours on mobile devices
  • Get it installed on our native apps so that we can see how those customers are interacting with our product
  • Setup metrics to help us measure how successful our future product releases are
  • Utilise the Full Story dashboards feature to build dashboards that keep everyone on the team aligned on how we're tracking
Because Full Story has delivered everything we expected and more. We've been able to see the value in being able to improve our product based on the qualitative data that we get from seeing exactly how customers use our product. On top of that, Full Story always seems to be improving with something new added every other week I login.
No
  • Product Features
  • Product Usability
FullStory appealed to us as it had the most intuitive user interface that made it easy to onboard other team mates and help them get value from Full Story with the need to have extensive training. A great example of this is the search functionality with suggestions that allow you to quickly find what you're looking for.
If we had to do it again, we would probably explore the market more to see if we can identify any potential competitors that may offer the same solution for a more reasonable price. At the time when we chose FullStory, they were one of if not the only ones doing session replay.
  • Implemented in-house
No
Change management was a small part of the implementation and was well-handled
  • There were no issues encountered during implementation
  • No Training
Full story was super easy to learn without any training as the user interface is easy to understand and the sections are easy to read and navigate
I think the configurability is just right
The help docs and video are very helpful in learning more about getting the most out of Full Story
No - we have not done any customization to the interface
No - we have not done any custom code
We didn't do any additional configuration or customization
I don't think we purchased premium support as the normal support did the job for us
No
One time when I didn't know how to hide certain segments we don't use anymore, I reached out to support and they helped me immediately with my issue.
Because everything seems to be easy to find and it doesn't take long at all to learn how to use the product
  • The search functionality as it gives you suggestions for the type of things you can find
  • The navigation
  • The session replay
  • The happening now section on the home screen as Full story isn't on all the time for us to sometimes that is showing nothing
Full story was easy to scale with the growth of our teams and organisation
We've never had issues with availability
It seems the performance is really good and always loads quickly
  • Google Tag Manager
  • Heap
It seemed simple to integrate and didn't take too much time
  • Segment
Not sure
I don't think so
It seemed easy for us to integrate Full Story with Google Tag Manager
If you're already using other systems that Full Story integrates with, I'd recommend integrating to get the full value from Full story.
Everyone was helpful and easy to work with
Have always kept us in the loop to make sure we're getting the most out of the tool
We were able to get more favourable pricing
You never know unless you ask.
No
  • Not sure
  • Not sure
No
Yes
Because we need to use more of the features only available on the other editions
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