Necessary app for verification and security as well as liability
Updated September 14, 2021

Necessary app for verification and security as well as liability

Ephraim Mandel | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with FullStory

FullStory is used by many departments for various reasons. My department uses FullStory to better understand customer engagement and interactions on our site. Often, we'll get a complaint from a customer or vendor about what they saw on our site and in order to verify what they're seeing, I check their session on FullStory. What I find is fascinating is how I can precisely follow a customer's journey through our site and see exactly what they clicked and looked at. It greatly increases our ability to discover pain points and help our customers.

Pros

  • Searchable terms: you can search for a variety of actions.
  • User information: easily find users and all of their sessions to find the one you need.
  • Search function: it's amazing that you can narrow down the results by adding search terms.

Cons

  • Typing in a partial URL sometimes give more information and options as opposed to typing in a full URL.
  • It doesn't always pick up every session, making it very difficult to find the information I need.
  • It tends to assign users multiple IDs (which I don't think is their fault), making it hard to find a specific session from one user.
  • We've been able to verify information at the time of purchase to confirm that our site was functioning and displaying the proper information, saving us money.
  • We've been able to find high-friction areas on our site and improve them by finding these sessions.
I have not needed to use FullStory's support, so I guess that's a good thing! There was only one time that I couldn't log into the FullStory app and I quickly contacted them, to which they responded that it was a known issue and that it would be up and running within a few hours (which it was).
I am not aware of other companies that do what FullStory does.

Do you think Fullstory delivers good value for the price?

Yes

Are you happy with Fullstory's feature set?

Yes

Did Fullstory live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Fullstory go as expected?

I wasn't involved with the implementation phase

Would you buy Fullstory again?

Yes

FullStory is really excellent as a verification app. We use it all the time to see where we went wrong, or where a customer got confused or, unfortunately, lied to try and take advantage of our generous policies. I wouldn't recommend advertising or otherwise informing customers that you use FullStory because they might be a bit weirded out, but it's a great tool to use to verify claims and interactions that customers have on your site.

Using FullStory

20 - There are multiple departments that use FullStory, including traffic, verification, customer support and customer service, as well as my department, customer community. I am not aware of the frequency of each department in terms of their use, however I can confidently say that my team uses it quite often. And even if we don't use it that often for a week or so, when we do use it, it's 100% necessary and crucial to performing our jobs effectively and efficiently.
1 - We have a small team that handles third-party apps. Supporting and maintaining FullStory falls to that team and then ensure that everything is running smoothly and that the users who have logins are using the software properly and regularly. I often inform this team when there is an outage or if I need other help with regards to the software/website.
  • Verification
  • Customer Journey
  • Diagnosing Website Issues
  • Customer Support
  • We've been able to find issues or problems with our UGC based on FullStory sessions
  • We've been able to find issues with our website that were not readily apparent before using FullStory
  • We've used FullStory to track certain users and detect fraud
  • Customer journey and being able to better to predict it
  • Testing without needing the infrastraucture to support large scale deployments
I would give it a 10 if it was up to me, however the cost is a big concern for our company. There are many people that don't see the value in FullStory, but I always make a large effort to explain the many use cases it has, especially within my team. Many of the tasks we perform would literally not be possible without FullStory. Additionally, the amount of time and money we save by using FullStory to detect and prevent future fraud is incalculable, thereby offsetting the cost as far as I'm concerned.

Comments

More Reviews of Fullstory