The full story on FullStory
February 10, 2023

The full story on FullStory

Brian Revels | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with FullStory

We have an online application that allows our customers to design and layout their yearbook. We have FullStory implemented to help us see areas of improvement, as well as be able to troubleshoot customer issues by seeing the customer's playback. So, this works both as a support tool, but also something to do with user research and user experience.

Pros

  • FullStory has "heat" maps (really click maps) that allow us to see where customers focus the most page by page.
  • FullStory has session playback where it's able to take the actions of the customer and piece them together into a video format to see what the customer did and what they actually saw.
  • FullStory has integrated tools for easily pulling up data and being able to compare that data to others and the app/site itself.
  • Some of the data FullStory provides is things like page load times and other performance analytics, which make it easy to understand if there are problems on your site (or for a particular customer) or not.

Cons

  • I think it would be good to be able to configure what libraries are available. For instance, Retention is a new area... but it's not applicable to our site/app. It would be nice to be able to configure for that to not show as an option (same with Conversions).
  • Heat Maps are not really heat maps. So, maybe calling them something more specific would be best?
  • Being able to configure rage clicks, or dead clicks, is not the most intuitive. I had to try 3+ times, different elements, to be able to have the feature ignore something to keep from reporting it as a problem.
  • Data is historical, no matter what. So, in the above example... I am not able to delete or ignore that this one thing was thought to be a rage clicked item or dead item. So, this thing that is not a problem, remains at the top of the list (and probably will for a while) because of how substantial the tool thought this was a problem.
  • Better data analytics
  • Improved troubleshooting for supporting customers who have a problem, but don't remember the steps to replicate (or are not truthful about the steps).
  • improved overall customer/user experience
I did not participate in the implementation of this product.
The Reps we have have been great at answering questions and explaining things thoroughly.
none

Do you think Fullstory delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Fullstory again?

Yes

Retention and Conversions seem to less appropriate for an application site, but are more geared toward e-commerce sites. But all of the other features in FullStory seem to be warranted and provide wonderful analytics.

Fullstory Feature Ratings

8.3
Product usage analytics
9
Customer experience dashboard
8
Customer journey mapping
8
7.2
Heatmap tool
6
Click analytics
7
Scroll maps
6
Form fill analysis
8
Conversion tracking
6
Goal tracking
6
Funnel Analysis
8
Session Recording and Replay
9
User Segmentation
9
8.0
Responsive Design for Web Access
Not Rated
Mobile Application
Not Rated
Dashboard / Report / Visualization Interactivity on Mobile
Not Rated
Mobile App Analytics
8
Security and Administration ()
Not Rated

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