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FullStory of our customer support!
September 30, 2021

FullStory of our customer support!

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

Overall Satisfaction with FullStory

Contactually's support staff as well as our engineering team utilize FullStory for the sole purpose of tracking issues that turn out to be bugs according to customer usage. It solves the problem of having to check with the customers during troubleshooting, giving us some sort of ringside view as to how our app has been used.
  • Tracking user events during actual usage
  • Being able to monitor activity in real time
  • Identify web app errors due to console data
  • The ability to keep all past sessions
  • Be able to track other tabs during a browsing session
  • More metrics data
  • Number one on the list is improved bug analysis and identification
  • Improved support response times due to the decrease in user interactions
  • Higher CSAT ratings
Implementation was a breeze--something that we didn't have to concern ourselves about, this being an engineering act--although testing, familiarization during training, and full deployment were hurdles in their own right. Once they were all squared away, the pieces simply fell into place and despite occasional hiccups from time to time, we've found [FullStory] so important in our daily workflow.
Not being able to provide help/support during U.S. holidays can be a bit of a problem since our support team works even during those times, and it would actually be nice to have somebody to turn to when the application fails to perform the way we want it to.
FullStory seems a notch higher in terms of user-friendliness where non-technical users can easily navigate without major problems. It also has added flexibility with iOS and Android integration compared to LogRocket, which still struggles in those areas feature-wise. Despite being more expensive than LogRocket, the ease of use was the deciding factor here.

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?

Yes

Would you buy FullStory again?

Yes

FullStory can be invaluable for tracking user activity on web applications, having historical data to pull up for past sessions, and providing metrics on usage. It is less appropriate for simple users, where interpreting the log files can be challenging and confusing at best--something which is only useful to technical personnel.