FullStory helped to optimize our e-comm experience
December 28, 2022

FullStory helped to optimize our e-comm experience

karri parks | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with FullStory

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

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

Cons

  • The images/icons associated with each session should indicate customer sentiment
  • Helped improve overall customer satisfaction, contributing to multiple JD Power awards
  • Helped improve conversion rates, which lead to increased revenue
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.
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.

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

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 Feature Ratings

9.3
Product usage analytics
10
Customer experience dashboard
10
Customer journey mapping
8
9.5
Heatmap tool
Not Rated
Click analytics
10
Scroll maps
10
Form fill analysis
10
Conversion tracking
10
Goal tracking
7
Funnel Analysis
9
Session Recording and Replay
10
User Segmentation
10
10.0
Responsive Design for Web Access
Not Rated
Dashboard / Report / Visualization Interactivity on Mobile
10
Mobile App Analytics
10
Security and Administration ()
Not Rated

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