FullStory makes it easy to empathize with our customers
Updated December 13, 2022
FullStory makes it easy to empathize with our customers

Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with FullStory
I manage a Customer Service department, and FullStory has become an integral part of our support operations. Before we used FullStory, if a customer encountered a bug or problem on our website we had to try to coax them into sharing details so that we could quickly resolve the issue. These tickets often died on the vine when customers didn't care to spend time describing things for us, and our engineering team often couldn't recreate what was happening. Now, we can simply look up the user's FullStory session and submit that with bug and UX tasks. It's basically magic.
Pros
- Tracks customer issues
- Enhances understanding of customer problems
- Shows UX and engineering teams exactly what changes are needed
Cons
- Setting up segments can be tricky
- Our Zendesk integration has never worked
- The data dashboard is probably due for a refresh
- Bugs are typically solved within 24 hours now, vs. 3-5 days before
- CS is able to use the FullStory sessions to advocate for changes
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?
Yes
Did implementation of Fullstory go as expected?
Yes
Would you buy Fullstory again?
Yes
Fullstory Feature Ratings
Using FullStory
20 - Currently, we have members of Customer Service, Engineering, Product, Marketing, and User Experience using FullStory. Customer service and Engineering primarily use it to see what is happening to customers when they experience bugs. The Product and UX teams use it to see how customers are interacting with the site and where rage clicks are happening. The Marketing team's usage is similar: they can see how customers are interacting with special landing pages or new site features.
We have about five users with admin access and one account owner. We don't have someone who "supports" FullStory on an ongoing basis because it's easy to use! If we need to add it to a new page someone with access can grab the necessary code and send it to our website team. Everyone is comfortable creating segments, etc.
- Bug triage
- User Experience
- Deep customer knowledge
- Confirming hunches
- Identifying when our site is down in different markets
- Content Design
- Identifying improvements after beta launches
- Identifying customers to contact about product or site interviews
- A/B site tests
- Heat mapping
FullStory Implementation
- Implemented in-house
Change management was a minor issue with the implementation - One change we had to incorporate was training our support agents on how to incorporate FullStory sessions into their bug reporting and UI feature requests. There were several agents who didn't take to this quickly--they didn't like searching for FullStory sessions and actually let a couple of bugs go unreported because they didn't want to deal with it. What we ended up doing was having a FullStory demo at each customer support team meeting for a couple of months, followed by more in-depth training to get those agents on board. Everything is smooth and easy now!
- Getting FullStory onto *all* of the parts of our website where we wanted it
- Training CS agents and other stakeholders on how to incorporate FS into their work
- Getting developer time--the implementation involved small tasks but they're always swamped
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