Fullstory does exactly that...provides you with the fullstory!

was not involved in the imp process, only used after implemented

have not used

It allows us to understand the actions taken by the customer, and identify if the user is making an error, the system is the error, or it's a product limitation. This allows the csm team to quickly identify if the client is blocked from using our product, if it is a issue with our social partners or if the client is just not taking the best steps fo the best experience - it also saves time as we don't need to go to the client to ask for examples or hop on a call to reproduce the issue - rather, we can operate independent of the client which allows them to have a better overall customer support experience