Valuable software for product and support teams | TrustRadius

Use Cases and Deployment Scope

We leverage FullStory on the product team and on the support team. For support, FullStory makes diagnosing issues much easier. We're able to review the exact moment a customer gets an error or review the exact steps they took before submitting the ticket. A key is we're able to watch what they did, we don't have to read it or hope they describe every step themselves. For product, we're able to leverage FullStory to watch how users navigate or interact with our software. It adds a lot of clarity to our data and provides a quick way for us to validate hypotheses or add another layer to our data.

Pros and Cons

Data analysis
User feedback
Website feedback
Error tracking

Implementation can be fairly technical
Simplify the search capability

Return on Investment

Reduced the number of negative support tickets
Provided data that shaped our roadmap and improved our product
Saved time for support and product

Implementation Rating

8

I wasn't directly involved with the implementation but it was quick and I didn't hear anything negative.

Support Rating

9

We haven't had that many issues come up. Documentation is good and well structured.

Alternatives Considered

Pendo.io

Similar to Pendo.io in that it helps the product team make decisions. FullStory is more valuable to the support team.

Key Insights

Do you think Fullstory delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Fullstory again?

Yes

Likelihood to Recommend

I would definitely recommend FullStory. It helps answer a lot of questions you'd otherwise not be able to answer.