Item: Fullstory
Rating: 10
Author: karri parks

Use Cases and Deployment Scope

We implemented FullStory to complement our Google Analytics implementation. While GA was great at telling us what pages customers were visiting, we lacked details about what the customer was doing on each page. By adding FullStory, we were able to gain insight into our users activity and adjust our roadmap based on measurable customer behaviors. As a result, we were able to improve the customer experience, increase engagement and ultimately drove more revenue.

Pros and Cons

Easy implementation
Allows for the creation of segments
Ability to add a note to any session helped reduce MTR

The images/icons associated with each session should indicate customer sentiment

Return on Investment

Helped improve overall customer satisfaction, contributing to multiple JD Power awards
Helped improve conversion rates, which lead to increased revenue

Implementation Rating

You may discover opportunities with the way your site was built during the implementation. Which sometimes leads to some development work before you can actually get the most from the tool. While development is not "required" to implement the tool, expect you'll need development resources on hand unless you're implementing FullStory as you build a new experience.

Support Rating

There are a few handoffs from sales to implementation to long-term support. To add, there has been a lot of turnover with my specific account team. So the consistency of the support team could be improved.

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

Other Software Used

Google Analytics 360, MURAL, Jira Software

Likelihood to Recommend

Well suited for customer care escalations - you can easily find a customer's session to add context to customer escalations. Well suited for bug/feature prioritization - you can calculate the impact of a UX issue, which can make prioritization easier. Well suited for defect resolution - by showing the actual code causing the problem, developers can spend less time trying to find the root and more time addressing the problem.

FullStory helped to optimize our e-comm experience

Overall Satisfaction with FullStory