Fullstory

Score9.1 out of 10

150 Reviews and Ratings

Community insights

TrustRadius Insights for Fullstory are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

FullStory is a versatile tool that is relied upon by various teams, including customer support, product management, engineering, and sales, to track user interactions, identify pain points, troubleshoot issues, and improve the overall user experience. Customer support teams find FullStory helpful in investigating and understanding customer experiences on their websites or apps. The software's segmentation feature allows users to assess user interactions with web pages and identify areas for improvement. Product managers depend on FullStory to understand how users interact with features and identify pain points. Engineering teams benefit from FullStory's console events tracking feature when resolving bugs. Additionally, FullStory complements Google Analytics by providing detailed insights into user activity on each page, enhancing the customer experience. UX researchers utilize FullStory's heatmapping feature to gain a comprehensive understanding of how consumers interact with experiences. Overall, FullStory is a valuable tool that empowers businesses to improve customer experience and optimize their product offerings.

Reviews

72 Reviews

FullStory helps us understand our user behaviors and identify bugs!

Rating: 10 out of 10

Incentivized

June 25, 2024

Use Cases and Deployment Scope

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

Pros

Session Replay
Error tracking
User insights

Cons

sometimes users are hard-to-find
some sessions don't get recorded
live viewing doesnt always work for me

Likelihood to Recommend

Fullstory is well suited for any tech platform that wants insights into how their users are using the website. Sharing a fullstory link via integrations or through URL links makes it easier for our product and engineering teams to identify common issues and implement solutions more quickly. It is not suitable for org's that handle highly sensitive customer information unless there are strict controls within the organization.

Verified User

Analyst in Customer Service (501-1000 employees)

Vetted Review

2 years of experience

Good for observing weird user behavior

Rating: 6 out of 10

Incentivized

May 23, 2023

Use Cases and Deployment Scope

We use it to diagnose user problems

Pros

Helps trace weird corner cases
Can visually see how users move
Provides logs

Cons

Better UX to help navigate for new users. Its complex

Likelihood to Recommend

Helpful if you have diverse users and corner cases to try and track down, where just having server logs isnt enough

Verified User

Former Employee in Product Management (51-200 employees)

Vetted Review

2 years of experience

Great solution with good features with pricing that might consider rethinking

Rating: 7 out of 10

Incentivized

April 20, 2023

Use Cases and Deployment Scope

We use FullStory to understand how customers interact with our product, as well as to investigate technical issues that some customers face. We also use it to detect users' rage clicking and other customer behaviors that are important for us to optimize our happy flow, as well as edge cases.

Pros

Records JavaScript console
Records network requests
Detects rage clicking
Records sessions
Allows sharing recorded sessions with team members

Cons

Pricing, as compared to free competitors
Tools for enabling/disabling session recording in certain domains and/or URLs
UI for developers - JavaScript console and network request recorder

Likelihood to Recommend

It's a great solution, but their pricing options need improvement, especially when free options exist. Great integration with Segment and similar tools.

Verified User

C-Level Executive in Research & Development (11-50 employees)

Vetted Review

4 years of experience

Integral Tech Support Tool.

Rating: 9 out of 10

Incentivized

March 14, 2023

Use Cases and Deployment Scope

Describe how you use FullStory in your organization. To troubleshoot CX support issues. What are the business problems the product addresses, and what is the scope of your use case? We are a technical support team, and being able to assess agents' interactions with our SaaS platform really helps us to get to the bottom of issues more swiftly.

Pros

Tracking custom events like browser or connection errors.
Support dashboards - to track common errors.
Sharing evidence of issues with our Engineering + Product Teams.

Cons

Overages are not well managed by FullStory - especially for contractural-based agreements.
There should be options to avoid tracking certain parts of our portal - which in turn would reduce our fees - we do not need to track 100% of the session data we see via FS.

Likelihood to Recommend

FullStory is the best support tool I know of.

Alexander D. Webber

Office Support Manager in Customer Service at Gladly (51-200 employees)

Vetted Review

2 years of experience

View profile

FS is great!

Rating: 8 out of 10

Incentivized

March 14, 2023

Use Cases and Deployment Scope

Helps understand edge cases and bad product behavior for our end users. Also assists in recreating temporary complaints and gaining useful metadata around them. Very specifically when users encounter different errors with system inputs and therefore results in apparent user behavior (multiple refreshes, rage clicks, trying to navigate to different screens, etc.)

Pros

Captures the user experience well.
Good filters.
The interface is decent.

Cons

Session breakdown and result view can be easier to use.
More free seats.
Easier understanding of what the user has done in different session aspects/colors.

Likelihood to Recommend

Great for identifying end-user behavior trends and bugs. We use it to track specific user journeys from sign-in to set-up problems where they claim to see a certain problem, but we don't see it in our system logs - so FS helps us determine a certain level of truth. This is especially helpful with getting timestamps of certain issues we can correlate internally.

Verified User

Manager in Customer Service (51-200 employees)

Vetted Review

3 years of experience

10/10 meows from us!

Rating: 10 out of 10

Incentivized

March 14, 2023

Use Cases and Deployment Scope

We're Kitty Poo Club! Our most common use for Full story is the segment tool. The developer console and css selectors within the segment allow me to troubleshoot where errors on the site are occurring. This is especially important to catch errors that block customer experience, particularly with checkout. We also use it for it's ability to hone in a specific set of customers who take actions on the site, which is helpful to inform metrics over a given period of time.

Pros

Customer Segments
Metrics
Error Alerting

Cons

Clearer instructions on funnels
Ability to sort segments by state and/or city

Likelihood to Recommend

Full story is very well equipped to handle debugging on the go, as I can set an alert for customer Segments to bring attention to any site issues that may occur. It also is used by our customer support team to help customers troubleshoot issues with their account and subscription. It's less applicable towards metrics that rely on a third party referral source, such as Facebook or Instagram. That tunnel can be hard to follow.

Adrienne Bienapfl

QA Engineer in Quality Assurance at Kitty Poo Club LLC (11-50 employees)

Vetted Review

2 years of experience

Seamlessly scaling the User Behavior Analytics for a High Growth Startup

Rating: 9 out of 10

Incentivized

March 8, 2023

Use Cases and Deployment Scope

In our industry, the business is seasonal hence some quarters are heavier than the others. We love full story as it scales across all the features seamlessly and enables cross-functional teams to see the process, measure the outcomes, and narrow down the user behavior in a super simplified way. I led the FullStory implementation at my previous company and brought it to my team at a new company based on my delightful experience.

Pros

User behavior Tracking
Easy to create multiple dashboards
Insightful heat maps

Cons

User Session videos are long. Ability to tag a section such that it can be shared cross functionally
Ability to select a few sessions and provide a comparison based on the click maps. It has to be done manually today
Setup Alerts based on the user activity

Likelihood to Recommend

Fulltstory is greatly suited for the product teams that are growing and have web or mobile apps. The biggest challenge that it solved for us is that we don't have to worry about creating customer events tags and embedding those inside the code to measure the user behavior. And the complexity of scaling the analytics as more and more feature experimentations are done is hugely simplified.

Verified User

C-Level Executive in Product Management (51-200 employees)

Vetted Review

3 years of experience

Amazing product features and customer support

Rating: 9 out of 10

Incentivized

March 8, 2023

Use Cases and Deployment Scope

We use FullStory for both analytics and debugging.
FullStory lets us build interactive dashboard that capture users' actions, events, and other data for business/product analysis.
Their Session Replay features lets us watch users' browsing activities for debugging purposes

Pros

Customer Support
Session Replay
Dashboard
Funnel

Cons

More granular metrics (e.g. hourly breakdown for a week)
More "group by" capabilities for metrics without the need to first build out individual segments

Likelihood to Recommend

FullStory is an excellent tool that helps debugging. However, it might sometimes be blocked by adblockers that some sessions are not recorded.

Verified User

Employee in Engineering (501-1000 employees)

Vetted Review

1 year of experience

Essential to getting the FullStory

Rating: 10 out of 10

Incentivized

March 8, 2023

Use Cases and Deployment Scope

FullStory is an essential part of our Marketing, and Product tech stack. We use it to look at data, funnel conversion rates, feature adoption, and much more because we all know it's hard to get the job done, without the FullStory.

Pros

Funnel data
Visual, data driven dashboards
Conversion rates
Watching user experiences on site

Cons

Integrations - connect with more data
Split funnels instead of having to create multiple ones
A/B testing functionality

Likelihood to Recommend

If someone is using their site to monetize, and or have a product/software, then FullStory can be tremendously helpful. It's also helpful to understanding an overall customer experience.

Verified User

Professional in Marketing (51-200 employees)

Vetted Review

2 years of experience

Love the Full Story that Fullstory brings.

Rating: 10 out of 10

Incentivized

March 7, 2023

Use Cases and Deployment Scope

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.

Pros

I really like the dead click feature.
It's easy to find sessions on specific pages I'm looking at.
It's awesome to actually watch what each user did in that session through video.

Cons

more plain speak and less code talk (the "if/then" stuff just let me type out what I want and you understand it.
Hard to sometimes find the right starting point or page where I need to begin a search.
Sharing with others is cool but would be cooler to interact on the website as a whole rather than sharing a link to a session, have like a shared stuff on the site (maybe that already exists?)

Likelihood to Recommend

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.

Kyle Crowther

Product Manager in Product Management at Christopherson Business Travel (201-500 employees)

Vetted Review

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