Item: Fullstory
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Helps understand edge cases and bad product behavior for our end users. Also assists in recreating temporary complaints and gaining useful metadata around them. Very specifically when users encounter different errors with system inputs and therefore results in apparent user behavior (multiple refreshes, rage clicks, trying to navigate to different screens, etc.)

Pros and Cons

Captures the user experience well.
Good filters.
The interface is decent.

Session breakdown and result view can be easier to use.
More free seats.
Easier understanding of what the user has done in different session aspects/colors.

Return on Investment

It helps give better support to our customers.
It helps us improve product behavior.
Lets us track issues and log them with a Slack integration.

Implementation Rating

n/a

Support Rating

n/a I never used fs support.

Key Insights

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?

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

Slack, Zendesk Explore, Zendesk Support Suite

Likelihood to Recommend

Great for identifying end-user behavior trends and bugs. We use it to track specific user journeys from sign-in to set-up problems where they claim to see a certain problem, but we don't see it in our system logs - so FS helps us determine a certain level of truth. This is especially helpful with getting timestamps of certain issues we can correlate internally.

FS is great!

Overall Satisfaction with FullStory