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A Must Have for any SaaS Provider
Updated January 10, 2023

A Must Have for any SaaS Provider

William (Matt) Wood | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with FullStory

FullStory provides us with insight into our user behavior and intent as they navigate our product. It is most heavily used by our Support team for debugging issues with the user experience, layout, and general navigation throughout the platform. Truly an invaluable tool that is relied on to expedite remediation on support issues.
  • Click Tracking
  • User Navigation
  • Data Analysis
  • Frustration Tracking/Scoring
  • Date/time an action occurs
  • Slow response times/rendering sometimes
  • Overabundance of features (not necessarily a bad thing)
  • Decreased support response times
  • Increased NPS score
  • Product alignment on key elements that need to be updated/addressed/developed
It was a simple implementation that didn't take very long (to my understanding - it was implemented prior to me joining the organization and using the product). We have relatively low complaints from the general Support team regarding its functionality and usage. Since it is layered on top of our product there is little maintenance and nearly zero impact of the services we provide.
I have not had the pleasure of interacting with their support team but this is a good thing; it means that the product is working as designed and providing value to our organization. The less interaction I have with a support team means that it's a rock-solid SaaS offering and it serves it's purpose as intended.

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?

I wasn't involved with the implementation phase

Would you buy Fullstory again?

Yes

If you own a SaaS product then purchasing this to compliment your Support team is a no-brainer. It provides valuable insight into the user journey from the emulated perspective of them. You can see exactly what they clicked on, where there was hesitation/frustration, key metrics around consumption and usage, among a slew of other features.

Using FullStory

30 - The primary users of FullStory are in our Support and Technical Support teams. Some additional users are part of our Product and Development teams, however, they are only leveraging this feature after the due diligence has been performed by the previously mentioned Support teams. A few edge case uses are by our Solutions team.
10 - I would estimate that around 10 people have the necessary skills required to support FullStory. The number goes up substantially for qualified users of the product but in terms of maintenance, deployment, and advanced knowledge of how to maximize the product is more limited in scope.
  • Customer Retention
  • User Flows
  • Gauging Product and Feature Usage
  • Alleviating Pain Points and Frustration Through Identifying Sub-optimized Features
  • Increase in Customer Satisfaction and Retention
  • Enhanced and Streamlined User Journeys
  • Validating Product Initiatives
  • Identify Potential Roadmap Features
  • Continuous Identification of Optimized User Flows
  • Surface Unknown Points of User Frustration & Contention
I believe the consensus of the team is that FullyStory is a valuable tool and addresses the uncertainty of user's recollecting their exact steps in our software. We all know how difficult it can be to trace a user journey and this product provides absolute transparency into what went well and what went wrong. I have no doubt that our team will renew our subscription with FullStory.

FullStory Implementation

  • Implemented in-house
Change management was minimal - Change management was not an integral issue when it came to implementing FullStory. Whenever a new product is introduced into a tech stack there are going to be early adopters, pack followers, and those hesitant to change. After the integration and implementation of FullStory into our product we saw the majority of our users fall into the first two categories.
  • Product Adoption and Learning by End Users
  • Adequate Training Resources and "Hand Holding" from Onboarding Team
  • Fundamental Understanding of Product Purpose and Tech Fit