Understand your customers with empathy
May 28, 2021

Understand your customers with empathy

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

Overall Satisfaction with FullStory

There are three departments that use FullStory: engineering, marketing, and customer support. All three have unique use cases. For the engineering team, the most important business problem is finding the areas of our UX that cause our customers the most friction. This might be bugs or just places where it's not as intuitive as it could be. Watching customers go through the experience of using our site is extremely valuable. For the marketing team, they focus mostly on our conversion funnel, trying to understand how they can tweak and optimize conversion. For the customer support team, they use FullStory to be able to see what the customer saw and experienced to be able to better help them and give more specific and accurate support.
  • Identify users frustrated with their experience
  • Replay bugs and other issues for quick diagnosis
  • Gain empathy with the customer after having watched their experience
  • The pricing is very high; we often struggle to manage the usage vs. the cost
  • Rage click
  • Integration with existing events
  • Full session replay
  • Improved bug resolution time
  • Improved quality of customer support
FullStory appears to me to be the most full-featured offering

Do you think Fullstory delivers good value for the price?

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FullStory should be table stakes for any product/engineering organization. The "rage click" functionality is a game changer and helps us immediately identify areas in our application that need improvement. It's perfect for debugging. I can't think of any scenarios, from a product perspective, where FullStory isn't appropriate.