Great if you know what you are doing.
Updated August 30, 2022

Great if you know what you are doing.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with FullStory

We use Fullstory to review user session recordings. It's useful to see what users are actually doing in our website, but observations always need to be supported by metrics to know the scale of the issue. The tool itself is both easy to learn and allows a great deal of control to create segments. However, it can become a rabbit hole if you dig into it without a hypothesis or explicit purpose. Some of the metrics are also not too intuitive and googling their definition has in many cases resulted in no explanation. Fullstory should invest more in the supporting literature because I find myself many times simply emailing support about how a metric is calculated. However, support is fantastic and answers questions very fast.
  • Session recordings
  • Full control over segmentation
  • Sharing clips and clip annotations
  • Manual of metrics and their definition, many are missing.
  • Many recordings are buggy. It's unclear whether some issues are on the website or Fullstory's side.
  • Ability to create my own workspace and element library.
I don't trust the metrics I see since I know many elements are miss tagged. The sessions are often buggy and whenever I review them it becomes this huge time sinkhole that might or might not result in useful insights.
Super responsive and attentive.

Do you think Fullstory delivers good value for the price?

Not sure

Are you happy with Fullstory's feature set?


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?


Perhaps you can provide smarter error and issue detection per type of website. For example, deadclicks and rage clicks are in many cases not helpful since the sessions have random clicks without much explanation. It's often unclear whether issues are on Fullstory's session recreation side or the user.

Also, please expand your user manual. Only the very basic metrics have definitions, everything else does not.

Fullstory Feature Ratings

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

Using FullStory

2500 - UX Research, Analytics, Business Analysts, Product Managers, UX Designers.
4 - Analytics & BI, CSS, HTML, Tagging
  • Watch sessions
  • Isolate problematic sessions
  • Pull metrics that other anlytics tools do not offer
  • Pulling sessions for A/B testings.
  • Triangulate sessions to customer contact info to interview them. However, we have not found an easy or reliable way to do this.
  • Easier access to PII for research teams to reach out and interview.
The metrics are hard to understand at times and inaccurate to the point of being unusable. I stopped pulling them and solely rely on Adobe Analytics for them. So far, I've only used FS to watch sessions and determine behaviors.