Fullstory

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.

• 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.

Jira Work Management, Sentry, Sumo Logic

We use Fullstory in our organization to identify pain points our customers are having, technical problems within the platform, and to track custom events like clicks and page views. The most helpful feature we utilize is the session replay where we can replay individual user interactions to see how they navigate our website, and then we can make suggestions to our engineering teams

• It has allowed our product and engineering teams to QUICKLY identify bugs
• Improved user experience when we can fix their issue in a short amouint of time
• Helpful to see how customers are reacting to our new onboarding product tours through A/B testing

ClickUp, Shortcut, Looker, Salesforce Sales Cloud

I use this to track how users interact with our product. It helps us to see how users actually use our product vs what we anticipated they would do and helps us to improve our offerings and update our products to be more intuitive and useful, as well as identifying bugs or things that don't work as they should.

• Definitely improved Bug identification.
• Improved the ability to dive in and figure out where a user is going wrong or doing something we didn't anticipate.
• Being able to get a lot more data more quickly without having to do as many 1-1 interviews which can be very timely.

Pendo.io and Adobe Analytics

productboard, Lucidchart, Atlassian Jira Product Discovery, Domo

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.

• 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.

Help Scout, Iterable, SurveyMonkey, Chargebee, OptinMonster, Looker, Amplitude Analytics

I completely require Fullstory to properly analyze user data when it comes to prospecting strategizing, customer success, and product knowledge. The data is imperative to identify what users were visiting which sites, when, and how easily they were able to access vs being frustrated with certain aspects of the site. It is also key to my ability to identify where usage may be higher or lower across various products.

• Easy-to-access end-user data points that are imperative to sales conversations.
• Increases the speed at which QA or customer success investigations can be completed.
• Improves visibility into product use.

Salesforce CMS, Outreach