Item: Fullstory
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use FullStory in our organization to understand both the internal and external customers of our products. This allows us to handle an issue that comes up, whether the customer reported it or not, and to plan new features and improvements by watching how the users work today. Problems that led us to use FullStory, to begin with, were that even when a customer reported an issue, they weren't always sure what exactly was the process they performed before the issue occurred. FullStory helps with that and so much more.

Pros and Cons

Record user sessions.
Show metrics of many use cases in our product.
Show insights from user sessions, including inspect mode and performance tools.

UI takes time to load in recorded sessions.
When searching for events, more grouping by a user can be helpful.
Jumping between seconds in a recorded session is clumsy since it isn't accurate with the player tool. Even a second-by-second jump button can help with this.
The search and filter can suggest more common options.

Return on Investment

Improve bug identification by 30%.
Quick bug understanding- a substantial improvement.
Overall customer experience improvement.
User was hesitant at first when found out about implementing this product. Assuring it's only for handling issues really helped.

Implementation Rating

Implementing FullStory was fairly quick, to begin with. It took a while before we figured out everything that we could do with this FullStory to know exactly what else to implement and where, but once that was done- things started running smoothly, and very quickly, we started seeing helpful results.

Support Rating

Have never contacted support.

Key Insights

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?

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

Jira Work Management, Sentry, Sumo Logic

Likelihood to Recommend

FullStory is well suited for recording user experience sessions and providing metrics on that. Imagine if your customer says, "I clicked on this button, but then a, b, c happened," but they didn't realize that the button that they clicked on 3 minutes before then caused that issue. FullStory is perfect for such a scenario. It's also relatively easy to implement FullStory in your code to support it.

Wonderful tool to help understand your users.

Overall Satisfaction with FullStory