A useful session recording tool with troubling implications for privacy
June 29, 2021

A useful session recording tool with troubling implications for privacy

Thomas Knight | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with FullStory

We use Fullstory to monitor anonymized user sessions to identify any usability challenges that our customers might be facing. These challenges could be related to bugs or confusing design. Through these sessions, we are able to find out where customers are getting stuck and test and build improvements to streamline problematic parts of our site.
  • Session monitoring
  • Anonymized session recording
  • Identifying specific pain points for customers
  • We use Canvas JS in our app and it simply breaks FullStory. There are large portions of our app that are invisible in recording
  • I would like for there to be better disclosure and opt-out options for customers
  • Session recording
  • Automated session tagging and identifying customer pain points
  • Triage for front end bugs - FullStory can sometimes help you spot a bug in action much more quickly than trying to recreate it on your own
  • Observing customers use new features and understanding why a new feature may be performing better or worse than expected
I chose Heap and Tableau as two potential competitors because these provide a similar type of insight (how are customers experiencing your app) but from a different angle. In general I find the large scale, less personal data from these type of analytics vendors to be more actionable than what I get from FullStory, but there are times when the session-level insight of FullStory is valuable.

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FullStory is a very useful tool for watching customers use your app. It provides a large-scale, well-organized look into what is essentially unmoderated research. However, the privacy implications for me are troubling and I'm not sure I would use the software again. Additionally the amount of data provided by FullStory is overwhelming and it can sometimes take a long time to sift through everything.