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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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- 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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(141)
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 71)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
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
We use FullStory to understand how customers interact with our product, as well as to investigate technical issues that some customers face. We also use it to detect users' rage clicking and other customer behaviors that are important for us to optimize our happy flow, as well as edge cases.
- Records JavaScript console
- Records network requests
- Detects rage clicking
- Records sessions
- Allows sharing recorded sessions with team members
- Pricing, as compared to free competitors
- Tools for enabling/disabling session recording in certain domains and/or URLs
- UI for developers - JavaScript console and network request recorder
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.
March 14, 2023
10/10 meows from us!
We're Kitty Poo Club! Our most common use for Full story is the segment tool. The developer console and css selectors within the segment allow me to troubleshoot where errors on the site are occurring. This is especially important to catch errors that block customer experience, particularly with checkout. We also use it for it's ability to hone in a specific set of customers who take actions on the site, which is helpful to inform metrics over a given period of time.
- Customer Segments
- Metrics
- Error Alerting
- Clearer instructions on funnels
- Ability to sort segments by state and/or city
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 08, 2023
Amazing product features and customer support
We use FullStory for both analytics and debugging.
FullStory lets us build interactive dashboard that capture users' actions, events, and other data for business/product analysis.
Their Session Replay features lets us watch users' browsing activities for debugging purposes
FullStory lets us build interactive dashboard that capture users' actions, events, and other data for business/product analysis.
Their Session Replay features lets us watch users' browsing activities for debugging purposes
- Customer Support
- Session Replay
- Dashboard
- Funnel
- More granular metrics (e.g. hourly breakdown for a week)
- More "group by" capabilities for metrics without the need to first build out individual segments
March 08, 2023
Essential to getting the FullStory
FullStory is an essential part of our Marketing, and Product tech stack. We use it to look at data, funnel conversion rates, feature adoption, and much more because we all know it's hard to get the job done, without the FullStory.
- Funnel data
- Visual, data driven dashboards
- Conversion rates
- Watching user experiences on site
- Integrations - connect with more data
- Split funnels instead of having to create multiple ones
- A/B testing functionality
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
FullStory kept our ear to the ground
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.
March 07, 2023
Great product.
We use Fullstory to watch users utilize new features, measure funnels for trial sign up to paying customers, look for performance issues, recreate bugs, and more.
- Recreate Bug Steps.
- Measure performance on different browsers and device types.
- Provide real-world use and insights on new features after launch.
- Click from a heatmap number to a report behind the metric.
March 07, 2023
This tool offers value but requires you to work for it.
We use full story to view customer interactions with our commerce app. These interactions allow us to get an in depth view on customer flows and purchase funnels. This data allows the company to make decisions which could improve customer flows. It is a very manual but manageable process and worth the extra effort.
- Basic Product integration
- Easy to use interface
- Account support.
- Funnel creation is difficult
March 07, 2023
Wonderful tool to help understand your users.
We use FullStory in our organization to understand both the internal and external customers of our products. This allows us to handle an issue that comes up, whether the customer reported it or not, and to plan new features and improvements by watching how the users work today. Problems that led us to use FullStory, to begin with, were that even when a customer reported an issue, they weren't always sure what exactly was the process they performed before the issue occurred. FullStory helps with that and so much more.
- Record user sessions.
- Show metrics of many use cases in our product.
- Show insights from user sessions, including inspect mode and performance tools.
- UI takes time to load in recorded sessions.
- When searching for events, more grouping by a user can be helpful.
- Jumping between seconds in a recorded session is clumsy since it isn't accurate with the player tool. Even a second-by-second jump button can help with this.
- The search and filter can suggest more common options.
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.
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 use FullStory to view customer behavior and isolate any friction and then attempt to create more optimal solutions for our customers. We also use FullStory to view bugs and errors to then address them. We also use it to discover and visualize everyday customer journeys we weren't aware of. All this is for our website and mobile apps.
- A recreated DOM that looks as close to the end user's view.
- Collaborative tools to discuss the user problem and solutions in the context of the observed issue.
- It helps find technical errors, places the user tried clicking and got frustrated about, and rage clicks.
- Heat maps of engagement.
- Much better limits on recordings. We have to build this in-house, and it takes a lot of attention.
- Events are too expensive.
- Mobile should have everything visible by default and not vice versa.
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