Fullstory has made customer detectivework EASY!
March 07, 2023
Fullstory has made customer detectivework EASY!
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.
- 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.
- 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.
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