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.

Pros

  • 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

Cons

  • 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.

Do you think Fullstory delivers good value for the price?

No

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?

Yes

Would you buy Fullstory again?

No

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

6.0
Product usage analytics
8
Customer experience dashboard
8
Customer journey mapping
6
AI-powered recommendations
Not Rated
Multi-channel customer feedback collection
2
6.1
Heatmap tool
4
Click analytics
8
Scroll maps
7
Form fill analysis
5
Conversion tracking
2
Goal tracking
2
Funnel Analysis
7
Session Recording and Replay
10
User Segmentation
10
1.7
Responsive Design for Web Access
1
Mobile Application
1
Dashboard / Report / Visualization Interactivity on Mobile
3
Mobile App Analytics
Not Rated
Security and Administration ()
Not Rated

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