Item: Fullstory
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Our primary use case for Fullstory is to watch how our customers interact with our tools. It is very valuable to be able to see what a customer is actually doing with our tools. It helps us identify areas of friction and dropoff so that we can make plans to improve that are more informed than just our own opinions. We also use it to hunt for bugs and broken experiences.

Pros and Cons

Session Recording and Searching.
Simple Funnel Reports.
Highlighting problem areas (dead clicks, frustrated actions, etc).

Matching funnel fallout with sessions (like being able to see people that fall out).
More robust reporting.

Return on Investment

Increased conversion by 15%.
Sped up bug identification by 50%.
Facilitated defending against legal fraud.

Implementation Rating

I was not working for this company when we implement FullStory. We are a pretty early customer and have had the tool for almost 10 years. I have never heard anyone complain about implementing it or how hard it was, so I assume it was pretty easy. We've implemented it in a few tools and had no issues.

Support Rating

They have been overall pretty responsive and proactive. The tool is pretty straightforward to use. Most of the questions we have had to work with them on our how to use new features or adjust our integration to ensure we are gathering all the data from all of our tools.

Alternatives Considered

Pendo.io, Heap and Google Analytics

Fullstory is really the best at session recording. They are adding new and more features to become more competitive with other web analytics tools (like Pendo, Heap, and GA). But we ultimately keep them because they make it so easy to actually see how people interact with your site. It is one thing to see a report that says customers fall off a page, it is another thing to actually be able to watch what they do as they fall off.

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?

Yes

Did implementation of Fullstory go as expected?

Yes

Would you buy Fullstory again?

Yes

Likelihood to Recommend

Full story is as good as it gets for recording sessions. I love it. They are adding some good reporting and metrics tools that seem to have promise. However, you need to be ready to fork out a bit of dough. Their pricing is kind of confusing and has increased pretty substantially over the years.

Get some empathic insight with Fullstory.

Overall Satisfaction with FullStory