Item: Fullstory
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use the service integrated with ZenDesk to review clients' actions and troubleshoot issues in UI.

Pros and Cons

Monitor multiple sessions.
Provide accurate information on users.
Allow comments on sessions to share with the team.
Allows set up of segments for easy monitoring.

The pricing is a bit high.
Better communication with users on updates.

Return on Investment

Improved customer service communication.
Allows service to be accelerated.
Improved bug identification.

I was not part of the implementation but was told that it was fairly straightforward. We did need to update the snippet at some stage which was a bit disappointing. The dev team does this fairly straightforwardly.

Support Rating

Fairly good and fast support, although we have not needed to contact them much.

Alternatives Considered

Hotjar

Fairly much the same

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?

Yes

Would you buy Fullstory again?

Yes

Other Software Used

Zendesk Support Suite

Likelihood to Recommend

Great to use for monitoring and learning about updates in the system and how users are utilizing them. The support team is able to get additional information that the users have left out in their tickets and see what they were going through before submitting a ticket. The marketing and product teams can monitor pages with ease.

Great tool with all you need.

Overall Satisfaction with FullStory