FullStory ushers in a new era of live data analytics that makes you question how you ever managed without it.
May 16, 2019

FullStory ushers in a new era of live data analytics that makes you question how you ever managed without it.

Frank Ramirez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with FullStory

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.
  • While difficult to quantify in some sense, it's pretty obvious that FullStory is a huge timesaver for one. On the customer servicing side, it allows our representatives to more quickly identify customer service issues rather than going around in circles with customers on the phone.
  • FullStory allows engineering to easily identify site errors so that they can be addresses. Many of these would potentially go unseen without an alternative.
  • Funnel analysis allows growth hacking teams to identify friction points, so they can more quickly iterate on user flows.
FullStory takes the best parts of session recording tools and analytics services. While it may not go as deep in the analytics area, it nonetheless provides a good suite of tools to work with. If all you need are the session recording capabilities, then there are few tools that combine the power of FullStory with its ease of use.
FullStory is adaptable to a host of scenarios, from customer service to growth hacking and sales teams to engineering. I often feel we only use half of the functionality it offers. Therein may lie one of its weaknesses. It just does so much that it may be difficult to use it to its fullest potential. Having said that, the UI/UX is thoughtfully developed with an eye to surfacing features you may not have known about.