Item: Fullstory
Rating: 7
Author: Jennifer Wilson Craven, PMP

Use Cases and Deployment Scope

Currently, we use it to track basic product usage (users and sessions) and to help provide additional engagement context for user experience/issues. We would like to continue surfacing user engagement metrics to improve product strategy, customer outreach, etc.

Pros and Cons

Event tracking
Customer Engagement
User behavior

Customer outputs (data exports)
Improved reporting/configuration for session playlists
Data lags/settling causing discrepancies in usage numbers tracked over time

Return on Investment

Improved bug identification and resolution
Improved business understanding of usage
Improved customer experience

Implementation Rating

We have a very responsive and helpful Customer Success and Sales account rep team, as well service desk team for diagnosing/resolving issues. However, implementation and scope of configuration support is constrained by plan/pricing. There are some good out-of-the box features, but others requiring time and system know-how.

Support Rating

Very responsive and helpful organization.

Alternatives Considered

WalkMe and Pyze

Key Insights

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

Likelihood to Recommend

Well suited for specific event tracking and understanding specific user behavior. Requires a good bit of configuration/system know-how to get certain features up and running. Less appropriate to use for foundational usage/audit logging and reporting that may be more appropriate to own in house.

FullStory Review

Overall Satisfaction with FullStory