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The most well-rounded session replay service on the market!
Updated September 14, 2021

The most well-rounded session replay service on the market!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with FullStory

We use FullStory to understand a user journey or to see what a user was doing when they encountered an error. FullStory is being used by our product, development, engineering and support teams. Specifically, on the support side, we use FullStory to validate what a user did or was seeing when they encountered an error. It allows us to more quickly and efficiently replicate issues and lessen the engineering time to fix them because we have more data to present to the development teams.
  • It's always on and monitoring, no need to enable and replicate, the data is always available.
  • Quickly search for a "story" by a number of unique identifiers.
  • Although the search is thorough, it can sometimes be daunting to find the right moment you're looking for.
  • Not all journeys or workflows are captured it seems.
  • FullStory has allowed us to reduce the turnaround time on certain support tickets because of how quickly we can replicate issues using data available in FullStory console.
  • FullStory has given our engineering team a huge edge as it allows them to quickly see what a user was doing when they ran into an issue, understanding the user journey is critical.
Support has been exceptional even though we haven't had to use it often. In the few instances that we did have to use it to help find sessions or ensure data was being recorded, the support team was responsive and provided quality responses which showed us that our questions were being thoughtfully read and understood.
We evaluated several tools when it came to selecting Session Replay and it came down to FullStory and Smartlook. Overall, we found the interface on FullStory to be cleaner and more intuitive and we received input from engineering and support teams that the sessions were easier to locate using FullStory, this gave it a distinctive edge over Smartlook.

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?

Yes

Did implementation of FullStory go as expected?

Yes

Would you buy FullStory again?

Yes

I'm giving the tool a 9/10 because although powerful, it takes time to learn how to effectively use it. The fact that it is always on means that it is silently listening, this means that when our teams receive a report and need to quickly review what a user was doing or seeing, we can do so without the input from the user. We can usually quickly use unique identifiers to find the story and pinpoint the issue. This data is then used to replicate this story internally to generate console logs or we export the story and send it to the engineering team.

Using FullStory

25 - Most FullStory users in our organization are either on our Support Team or the Engineering and Development Team. The Support Team works with both customers and end-users. In contrast, the Engineering and Development Team supports the Support Team in delivering technical and administrative help on our software and services.
2 - We have engineers on our team who work to support the integration of FullStory with our cloud-based software. The implementation and ongoing support and maintenance are the responsibility of the engineering team. Our developers use Ruby On Rails and have a mix of experience in front-end work, markup languages, etc...
  • Being able to see what actions customers and/or end-users took on our site when logs can't explain what happened
  • Being able to visualize how customers use our product
  • Giving our support team the ability to historically see what customers have done to use as educational teaching moments
  • Giving our product and engineering teams better insight into how customers use our product
  • We brought in FullStory for troubleshooting purposes but our product team has found it to be quite useful to understand how customers and end-users interact with our product.
  • We brought in FullStory for troubleshooting purposes but our product team has found it to be quite useful to understand how customers and end-users interact with our product.
We brought in FullStory to our platform to help and Support and Engineering team with diagnosing and troubleshooting our software but its use has grown internally and now our product and customer marketing teams have adopted it. They find it very useful to understand how customers use our product natively and how they "hack" it, this allows us to make changes to our product that we'd otherwise not have known about.