Rich features, easy to implement and use, but pricing is steep
March 10, 2022

Rich features, easy to implement and use, but pricing is steep

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with FullStory

We had to implement this for one of our clients to track user behavior and also debug issues that arise when users are lost or in a problem.
  • User interface is pretty easy to use
  • Has some cool features such as JavaScript console and debugging
  • Reports are very detailed and supports identification of different users
  • Pricing is a bit steep. They used to be fine, but increased by more than 2x on contract renewal, and told us they could not offer old price anymore.
  • Most SaaS continues to offer old pricing or special offers on contract renewal. Unfortunately, they didn't budge a bit. They forced us to move on with LiveSession (competitor).
  • User support is not as impressive as I thought. There is no online 24/7 support
  • Offer affiliate discounts. We felt left out, as a consultant, to recommend FullStory.
  • Improved bug identification
  • Improved overall customer experience
  • Increased app robustness and stability
Implementation was relatively very easy, even for identifying users and tracking specific elements. The documentation was very clear, and I had no issues with using advanced features in FullStory.
Low score for the rigid customer support, and not instant response, plus the surprising price increase.
Actually, I selected FullStory because LiveSession did not exist back then. It has done a great job, and I never knew about LiveSession until FullStory, in my opinion, backstabs at me on the pricing.

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If budget is not an issue, just need to get all the features of a Video analytics tool; this is the best one around. It has a variety of features and really well-generated reports and filtering functions. If price is an issue (which in most cases it is), then don't go with them!

FullStory Feature Ratings

Product usage analytics
Customer experience dashboard
Customer journey mapping
AI-powered recommendations
Not Rated
Multi-channel customer feedback collection
Heatmap tool
Click analytics
Scroll maps
Form fill analysis
Conversion tracking
Goal tracking
Funnel Analysis
Session Recording and Replay
User Segmentation
Responsive Design for Web Access
Mobile Application
Dashboard / Report / Visualization Interactivity on Mobile
Mobile App Analytics
Not Rated