Fullstory

Fullstory ushers in a new era of live data analytics

Comments: The ability to see exactly how your users are struggling with a particular element of your website whether in real-time or not makes this a truly revolutionary product. It's really easy to set up and has the added benefit of an API that we've recently incorporated into our admin portal to aid in diagnosing customer issues. Just a solid product all around.

Pros:

The first time you see a live view of a user browsing/struggling on your website is almost magical. It turns what could routinely be a maddening experience into a fun activity. It's very easy to filter out sessions to land on a particular session of interest and also allows you to save searches that you've identified for whatever reason. Analyzing the customer experience through Fullstory has almost replaced the need to give out giftcards at a random Starbucks to view customers in action.

Cons:

There's not really anything I can knock this product for. It's exceptional.

Great product for learning about your customer usage! Highly recommend for any product team!

Comments: Excellent, Highly recommend it to any product out there trying to understand their product and customer experience on the next level.

Pros:

Loved that you could review widget screen recordings for our app where other competitor products did not allow us to do this.

Cons:

Pricing was hard to understand initially but the excellent support team cleared this up for us. Thanks heaps [SENSITIVE CONTENT] 5 star support!

Alternatives Considered: Hotjar and Mouseflow

Reasons for Choosing Fullstory: Embedded/Widget recordings work through Fullstory but not Hotjar.

Switched From: Hotjar

Reasons for Switching to Fullstory: Great support and assistance from the Fullstory team.

Too pricey for the features and functionality it supports

Pros:

Gives a nice overview of how website visitors are browsing the site and how they are moving from one page to the next page. We can also see where they are clicking, where they are spending more time etc.

Cons:

For the price it demands, I feel the ROI is very low. Of all the features, I only found website session recording to be the only useful one. That too, after seeing a few sessions, you can get a sense of what to optimize. After that, more recorded sessions won't really help. Also, it's not practically possible to go thru all recorded sessions.

State of the art product, but poor customer service and retention, unjustified price increase

Comments: Everything about the software itself was great, unfortunately the service and pricing packages ruined my day.

Pros:

It was very easy to use, and very useful to debug issues, and trace or track usage abuse.

Cons:

Customer service was poor. Price for minimum package was increased from USD $199 to $899. When I raised a concern, that I have recommended a new client, they did not consider my case as an existing partner introducing a customer to them, did not make any adjustments or gave me the old price as a one-time exception. First, a price increase of 450% does not make any sense. Secondly, no exception granted from a loyal customer and partner.

Alternatives Considered: Hotjar

Reasons for Switching to Fullstory: It was easy to go onboard, and was able to identify users by passing in some parameters.

LOVE this tool, helps me be so much better at my job

Comments: I love it, it's been super helpful in troubleshooting with users, finding bugs, finding room for improvement with our product...etc. I Love the weekly reports and all the benefits that this tool has brought me as a product manager.

Pros:

I love the ability to go in and find specific user sessions on different products I'm working on and watch exactly what the users went and clicked, where they got stuck....etc. I also love seeing the dead clicks and the rage clicks...etc.

Cons:

The difficulty in trying to find the specific sessions I'm looking for, would love some AI integration where I could just say what i'm looking for and have AI find me sessions rather than having to build out a logic tree to filter into what i'm looking for.