Contentsquare vs. Fullstory

It is well suited to businesses with a full time web analyst that will be using the tools to create actionable reports that drive action in the company. It is less appropriate where companies are just looking for some new tools and it will be forgotten soon after implementation. If a website is critical to your business and you have dedicated resources or consultants to help you understand the data, then it is invaluable. I love it.

It was extremely useful in identifying places in our product where things weren't functioning, or where it looked like action was available to the end user but in reality, it was not and therefore caused lots of confusion. It doesn't help as much in other scenarios to see what catches a user's Eye or where they go if they leave our application as well as an actual in-person interview would help with eye-tracking software.

Incentivized

• The qualitative aspects of user experience are very well captured by ClickTale. We can get solid actionable insights through the various dashboards which track mouse movements, clicks, scrolls, etc.
• The visual conversion funnels give a very good high level view of landing page performance and how they work together.
• The video recordings are especially helpful. The user behavior captured is especially helpful in making decisions about user interface - form fields, call to actions, etc.

• 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.

Incentivized

• Looking at isolated recordings without creating a segment, we still have to use the old interface
• User interface has been massively improved but there are a few nags here and there that still need to be addressed
• Mobile and desktop should be shown side by side and not separately

Incentivized

• Can be a little confusing to know the exact time something happened, in local time or customer time? That's helpful for engineering to look into log files.
• When looking for a specific session, it would be nice if you have a easier list of sessions with a little more info to choose from
• It would be nice to be able to save flagged sessions and annotations under my profile to reference later

Incentivized

For small companies with limited user testing budgets, ClickTale serves as a useful user testing tool. When I cannot get the funds for in depth user testing, I always know that I have a baseline of information I can rely on

The metrics are hard to understand at times and inaccurate to the point of being unusable. I stopped pulling them and solely rely on Adobe Analytics for them. So far, I've only used FS to watch sessions and determine behaviors

Incentivized

I had some issues interacting with viewing recordings of a specific page by many users but my impression was that this was going to be fixed.

Because everything seems to be easy to find and it doesn't take long at all to learn how to use the product

Incentivized

We've never had issues with availability

Incentivized

It seems the performance is really good and always loads quickly

Incentivized

Yes, that is correct. FullStory has a dedicated support team that is available to assist with any issues or questions. The team is known for being responsive, knowledgeable, and helpful, and they are committed to ensuring that users get the most out of the FullStory platform. They helped us a lot to implement it with our web app

Incentivized

I was not involved in the initial implementation, but I have found it easy to pick up and use without any guidance, so it's very user-friendly, intuitive, and not difficult to get a sense of use, though it may be more difficult to master (I am not a Fullstory master... yet!).

Incentivized

ContentSquare [(Clicktale)] is going deeper on UX understanding than traditional web analytics tools. You can truly understand how a page is used (where users click or even miss click, on which part of the page they are spending most of their time, if some links are clicked but bad positioned on the page...), and that's a thing you can't really measure trough a traditional web analytics tool.

Incentivized

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.

Incentivized

Full story was easy to scale with the growth of our teams and organisation

Incentivized

• I learned how effective some of our image carousels were. How only 10% of a page visitors were being exposed to only the first slide. People were scrolling down or leaving the page without ever being exposed to 90% of the content. Once I provided this input to stakeholders it was an easy sell to redesign this aspect of the page.
• I used the mouse-move heat map to analyze user interaction with the footer. Showing stakeholders the before and after redesign heat maps did wonders for improving my credibility as an usability analyst.
• We used Clicktale to help analyze our 404 error page effectiveness. Our redesign gave us a 14% lower bounce rate on our redesigned 404 error page. Stakeholders appreciated a quantitative measure to gauge the success of that project.

• We reduced our payment error rate by 20% using FullStory.
• Our product design team is able to get initial designs approved 95% of the time using FullStory data in order to explain to our stakeholders the reasoning behind decisions. We also do a before-and-after analysis, and we either net out the same with the new designs (just improved visuals) or improve the metric of whatever was designed. More often than not, we improve the metric.
• We decreased the time to A/B testing insights by 50%.
• We can usually visualize a production issue via FullStory within 10 minutes.

Incentivized