Fullstory has made customer detectivework EASY!
March 07, 2023

Fullstory has made customer detectivework EASY!

Alice D'Orlando | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with FullStory

We mainly use Fullstory for customer support. It helps us do the detective work to understand a customer's full online experience [and where they might have gone wrong on our website]. We also use Fullstory's segmentation to assess how users are interacting with our web pages and where there's room for improvement.

Pros

  • Tracks users' online experiences from start to finish.
  • Makes it easy to share a customer's experiences with the rest of my team.
  • Allows me to use different methods to find evidence of a customer's experience.
  • Shows page insights via segmentation that help me know where to improve my site.
  • Tracks error clicks and dead clicks for quick insights into site improvements.
  • Integrates with HelpScout for easy access to customer problem-solving.

Cons

  • Sometimes it seems like we're missing sessions even before we've passed our quota.
  • Would be nice to get notifications regarding large dead click areas and insights on what to change.
  • Would be cool to have suggested people. For I.e. if a user comes in with one email but complains to us via another, it can be hard to find them. Can Fullstory connect the dots so we don't have to?
  • Pricing is pretty high. We'd like to get more sessions but it's too much $$$.
  • Improved customer retention.
  • Improved bug identification.
  • Improved customer experience.
  • Time-saving around customer detective work (i.e. if a customer complains, finding out what went wrong).
  • Page success tracking.
Did not participate in implementation.
I've only worked with Fullstory support a few times but each time it has been great really personalized and helpful, and quick to respond.

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?

I wasn't involved with the implementation phase

Would you buy Fullstory again?

Yes

In my experience, Fullstory is super well suited for targeting a specific user's mistakes/struggles in their online sessions. For example, troubleshooting issues that customers complain about. It's also helpful to look at page success as a whole (for example, watching multiple customer journeys on a new website page to see if it's being used as planned). I think it is less suited for marketing insights, but maybe we just haven't explored much with that.

Fullstory Feature Ratings

7.2
Product usage analytics
7
Customer experience dashboard
7
Customer journey mapping
8
AI-powered recommendations
7
Multi-channel customer feedback collection
7
8.7
Heatmap tool
Not Rated
Click analytics
7
Scroll maps
Not Rated
Form fill analysis
Not Rated
Conversion tracking
Not Rated
Goal tracking
Not Rated
Funnel Analysis
Not Rated
Session Recording and Replay
10
User Segmentation
9
Not Rated
Responsive Design for Web Access
Not Rated
Mobile Application
Not Rated
Dashboard / Report / Visualization Interactivity on Mobile
Not Rated
Mobile App Analytics
Not Rated
Security and Administration ()
Not Rated

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