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

FullStory makes it easy to empathize with our customers

Anonymous | TrustRadius Reviewer
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.
  • Tracks customer issues
  • Enhances understanding of customer problems
  • Shows UX and engineering teams exactly what changes are needed
  • 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
Implementation took...maybe an hour? It was incredibly simple to get it going. It's also been easy to customize later (for example, there are some regions of the world we don't want to track in FullStory, so we have blocked customers from those regions on the FullStory dashboard). It's also great to have a tool that's so visual because it really makes a strong case when changes are needed.
We have never needed to use FullStory support thanks to their robust help center and FAQs. Our account managers have all been responsive and easy to work with, and they haven't pressured us to upgrade to whatever their newest and most expensive product is. It's actually amazing that such a complex product is so easy to use.

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 is great for troubleshooting customer issues, especially when your customer base is in another time zone or composed of people who speak another language. It's also great for UI/UX projects, since you can see exactly what a customer is doing on your site and how they're interacting with your content.

Fullstory Feature Ratings

8.3
Product usage analytics
10
Customer experience dashboard
10
Customer journey mapping
5
10.0
Heatmap tool
10
Click analytics
10
Scroll maps
10
Form fill analysis
10
Funnel Analysis
10
Session Recording and Replay
10
User Segmentation
10
Not Rated
Responsive Design for Web Access
Not Rated
Mobile Application
Not Rated
Dashboard / Report / Visualization Interactivity on Mobile
Not Rated
Mobile App Analytics
Not Rated
Security and Administration ()
Not Rated

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
It's been a phenomenal tool for us; every department that uses it has found something new and unexpected that it can do that they're really excited about. Even if we *only* used it for bug triage, it would be worth our time and money. The fact that we can use it for so many other things as well--gauging how customers interact and use our site, identifying UI problems, etc.--is above and beyond.

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