What do you like best?
Our company saves time using Fullstory's session replay for bugs. Before Fullstory, we would have to recreate bugs, or assume what the error was. Now with session replay, we simply watch the users experience to identify the issues.
I like the data from our custom segments. I can easily create a segment to measure engagement, friction, and the overall UX of a specific page or function.
The zendesk integration is one of the biggest perks. We can easily see the users session within zendesk and choose the one to watch. often times the users cannot fully describe their issues, having the sessions to refer to have been a game changer for us.
What do you dislike?
Fullstory almost does TOO much. One can get lost in a data rabbit hole. It is hard to identify who the users are.
Search function can be improved. I often cannot find users I know have sessions recorded.
Dissecting data by month, day, etc. can be improved. It was difficult to get year end totals. More filters would be helpful.
You need to have a high level of software knowledge to use Fullstory. It is not easy to use, and the demos are not personable enough. It would be helpful if the agents took time to understand what our business does, and show us how Fullsotry can help our specific needs.
I do not like the setup of this survey. It provides the questions in small bunches, should be able to see the entire survey and the requirements for a attributed/complete review. My input may be useless at this point because I am just typing to get the required word count.
Recommendations to others considering the product:
Make sure you have a developer on staff or someone with high level of tech savyness.
Know what you are trying to uncover. You can get lost in a rabbit hole. Have an understanding of your company's goals and KPIs.
understand the nuances or the data and how it is tracked. It took my company a year to get this right.
Get as much help/support as you can from the Fullstory team. They are always available for demos, but beware, it always leads to a sales pitch. Be sure about what you need and what you don;t need. may take a while to figure it out.
view data often, and record your metrics outside of fullstory as the data changes by the second.
What problems are you solving with the product? What benefits have you realized?
saving time by easily identifying friction with session replay and custom segments.
Marketing funnels are now being utilized by my company. Allows us to see if the user is doing what we want them to do, or if our flow needs to be updated.
Allows us to understand where traffic is coming from and where our focus needs to be driven.
Provides valuable consumer insight without having to ask the consumer.
More data than we had previously allowed us to see what our users where doing and using the most. This allowed us to prioritize upgrades/projects.