Item: Fullstory
Rating: 9
Author: William (Matt) Wood

Overall Satisfaction with FullStory

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

Click Tracking
User Navigation
Data Analysis
Frustration Tracking/Scoring

Cons

Date/time an action occurs
Slow response times/rendering sometimes
Overabundance of features (not necessarily a bad thing)

Return on Investment

Decreased support response times
Increased NPS score
Product alignment on key elements that need to be updated/addressed/developed

Implementation Rating

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.

Support Rating

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.

Key Insights

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

Likelihood to Recommend

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

Users and Roles

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.

Support Headcount Required

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.

Business Processes Supported

Customer Retention
User Flows
Gauging Product and Feature Usage
Alleviating Pain Points and Frustration Through Identifying Sub-optimized Features

Innovative Uses

Increase in Customer Satisfaction and Retention
Enhanced and Streamlined User Journeys
Validating Product Initiatives

Future Planned Uses

Identify Potential Roadmap Features
Continuous Identification of Optimized User Flows
Surface Unknown Points of User Frustration & Contention

Likelihood to Renew

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

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

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.

Implementation Issues

Product Adoption and Learning by End Users
Adequate Training Resources and "Hand Holding" from Onboarding Team
Fundamental Understanding of Product Purpose and Tech Fit

Comments

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A Must Have for any SaaS Provider