Item: Fullstory
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

I use it for a multitude of use cases: design & UX research, troubleshooting issues, data analysis, product health, services health, and customer experience research. For research, we use FullStory to help prioritize product enhancements and program objectives and to determine the priority of which enhancements would be the most beneficial to various user groups. For troubleshooting, we find sessions that match the reported issue and use dev tools to dig further into the technical issues. Or, we use the replay functionality to visualize a reported issue. We can also determine metrics of how many people are experiencing the problem to report. For data analysis, we use Journeys, Funnels, and Segments to determine user patterns, identify opportunities for improvement, and also help address questions raised by our stakeholders.

Pros and Cons

Customer Support from all FullStory teams.
User research to have questions answered and insights discovered.
Insightful functionality that helps users quickly determine meaningful insights.
Data analysis from minute details to large-scale questions.

The ramp-up time to learn the entire product can take a little while. There are just so many absolutely wonderful tools and different ways to look at the same type of information that it can take a new user a few weeks to understand and then more time to master. However, FullStory has a ton of training resources to help with that! A lot of my own teammates have taught themselves FullStory through those training resources.
The UX of the product is totally wonderful, but there are tiny things that make getting to certain parts of the product slightly more challenging (like clicking into a modal in a modal). Sometimes buttons or links are placed out of my field of view, but those are minor things I notice because I work in UX.

Return on Investment

We reduced our payment error rate by 20% using FullStory.
Our product design team is able to get initial designs approved 95% of the time using FullStory data in order to explain to our stakeholders the reasoning behind decisions. We also do a before-and-after analysis, and we either net out the same with the new designs (just improved visuals) or improve the metric of whatever was designed. More often than not, we improve the metric.
We decreased the time to A/B testing insights by 50%.
We can usually visualize a production issue via FullStory within 10 minutes.

Implementation Rating

I will skip this question as I was not involved in the implementation.

Support Rating

FullStory support is truly exceptional. They are all friendly and incredibly informed. We have asked them for help on questions our own team could not figure out, and they were either able to solve the problem or set us up with enough information to be able to eventually figure it out on our own. Sometimes, it required some development work to capture additional insights they were not able to set up, but in the end, FullStory Support has directly answered all of our questions or helped us solve our problems 100% of the time. My favorite thing is that they always follow up no matter what to make sure we have what we need. They keep us informed throughout the whole process, and I really appreciate all of their talents!

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?

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?

Yes

Other Software Used

UserTesting, Jira Software, Atlassian Confluence

Likelihood to Recommend

Personally, I don't have a scenario where I think FullStory is less appropriate. For my day-to-day, it is the tool I use the most, by far. If there is ever a question of how many people do x, I can ascertain that information within 10 minutes usually, with a lot of different ways to visualize the data and group based on various categories (like elite status member, age, etc.). Dev Tools is a powerful way for my team to detect browser-specific / user-specific errors that we can then use to try to recreate the problem. Tech teams and product teams alike really rely on that particular functionality for troubleshooting. For figuring out drop-off points, Funnels and Conversions are invaluable. Both really specifically illustrate where in the journey our customers struggle or succeed! Dashboards is probably the most powerful product in the FullStory package since it combines almost every other product into one super detailed view where you can learn practically anything in one place--all you have to do is set it up! The only downside is that data export is not always in the exact formatting I need or would like, but that is actively being worked on by the team.

All you need is FullStory.

Overall Satisfaction with FullStory