FullStory

FullStory


4.5 / 5
31 reviews

Who Uses This Software?

FullStory's target markets range from support agents to product teams to growth hackers to engineering. FullStory empowers everyone in an organization to help build the best online experience.


Average Ratings

31 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $199.00/month
  • Free Version
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
  • Support
    Online

Vendor Details

  • FullStory
  • www.fullstory.com/
  • United States

About FullStory

FullStory takes a fundamentally different approach to understanding your customer experience. One tiny script unlocks pixel-perfect playback, automatic insights, funnel analytics, and robust search and segmentation all without the need to manually tag your sites code.


FullStory Features

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis

Vendor has not completed this information.


FullStory Reviews Recently Reviewed!


Capterra loader

Fullstory ushers in a new era of live data analytics

Jan 28, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

FullStory allows me a window into the unknown. A must have for research!

Dec 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Where to start! FullStory allows me to be able to look into a place and the mind of a user. It allows me to really dig deep without having to ask too many initial probing questions for customer support.

Seriously, being able to look at what someone is doing and how they may be misusing or simply misunderstanding something is a godsend. I am able to understand and help a user that much quicker by getting in their mindset!

Cons: The interface leaves a little bit to be desired and does have some quirks but overall this is a minor issue as the software really outshines this small issue.

Overall: I would recommend FullStory to anyone who is looking to understand their users and their issues and take them seriously. It offers a window of insight few applications give.

The must-have analysis tool

Sep 18, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's just perfect! You can do so many things with this application and the team keeps adding functionalities continuously.

What is different and is the real value added is that you have the events connected to the videos. In this way you don't need to watch hours of videos, but you can directly go to the interesting point and also filter to show only the interesting videos.

Cons: I really struggle to find problems. Maybe sometimes the speed of the platform is a bit slow and takes time to load a video but as said, it's really a minor thing.

Overall: We needed a tool add another feedback channel to our product. This application gives you basically video testing of your product when you want.

Capterra loader

Fullstory offers real time information, automated screen capturing of system issues, and analytics

Apr 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Rich visualizations while providing accurate data and allowing the admins to comb through data, view problem areas, as well as exactly what some of our client's were doing. This is tremendous from a support stand point, giving us the ability to view the exact actions/keystrokes the end user took.

Cons: No real qualms. Sometimes what the system deems as a 'Rage Click' can be inaccurate. I have investigated a large number and do not have full confidence in the accuracy.

Overall: Being able to better aid support departments by viewing exact client actions as well as providing product teams, better understanding of platform usage/problem areas.

Better User Insight Made Easy

Feb 05, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: FullStory makes it extremely easy to find specific sessions from Google Analytics, or other analytics platforms.

You can dig through page flows in Google Analytics or you can just watch the users actual interactions to better understand how and why they converted (or didn't)

Cons: For whatever reason, the email lookup can spotty. Sometimes I can find someone's email in the search function easily other times, not so much.

Overall: This is a great tool that I recommend for every website large or small. It can help you better understand users and identify frictions points that lead to more conversions.

Capterra loader

If you're a startup - this one's for you!

Nov 14, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Fullstory makes it easy to watch sessions recording over your website or product. We tried the other most recommended softwares that do just that, but Fullstory is much more user friendly, smart, easy to use and capable. We use it on a daily basis and it helped us improve so much in our product, I can't stress it enough. Highly recommended!

Cons: I wish there was a more friendly mobile experience.. an app or a responsive mobile website. That said, if I must watch something on the mobile web browser it will get the job done, but can get a bit better.

Capterra loader

DON'T BE A FOOL; get the full story

Oct 17, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I can not only see everything a customer did, I can track past visits off their IP, Cookie, etc and keep a trail

Cons: I personally find it a little clunky. But that's just me

Overall: When a Customer sends a feedback to us about problems during their visit, such as not being able to find where a feature should have been out is ordinarily easily located, I can see exactly what happened to him or her when it should have worked

Amazing insights

Jan 08, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This tool is wild. I never knew something like this existed. Our software has some problems and we often rely on clients reporting to find little bugs. This tool has revolutionized how we see what they see. Makes it a lot easier for us to prove user error over product error

Cons: Getting the product integrated with our site was not an easy goal. Our development team was able to get this integrated and going, but the regular guy off the street would not be able to.

Capterra loader

Unbelievable what this thing can do

Aug 02, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: They give you such good bug tracking tools. You won't regret the purchase just because of how powerful their tools are

Cons: They're expensive. For a young company growing quickly, it's hard to keep up with the sessions counts that they base price on. Maybe different pricing structure?

Fabulous product for keeping track of what your users are doing and improving your UI/UX

Apr 10, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money

Pros: Love the live view that lets us track users behaviour immediately after we release a new product or version.

Cons: It can be overwhelming the number of sessions and being able to sort through the chaos at times but all in all its a great piece of software.

Great customer insight and support

Nov 28, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: You can view almost anything about your site visitors using this tool. It allows you to view their sessions, view heatmaps and clickmaps, and analyze funnels. It's particularly helpful when a customer calls in with an issue and we can look up their session and see them experiencing the issue instead of trying to recreate it.

Cons: I wish there was a way to see what actions most people took after viewing a specific page via their funnel tool. For example, instead of having to input each page in the funnel you are looking at, it would be nice to put a page in and then see which pages most people tend to visit after that initial page.

Overall: FullStory has transformed the way our dev team handles website issues. We've used it to analyze conversion rate issues and it has provided invaluable insight. The FullStory support team is a dream to work with - they are responsive and go above and beyond to help out.

Good software but not intuitive

Oct 09, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Fullstory is great for what its made for, gathering data on users coming across your site and watching their interactions with your site. Its very helpful for UX designers to see how users are interacting with their designs.

Cons: Its not very intuitive to search. There are many different variables you are able to customize for the search but its not clear how at all to bring up the results you want. It takes practice to figure out what you need to type in to get the search results you want. Also it would be SO helpful if there was a visual indicator on videos you have already watched so you don't waste time rewatching.

Capterra loader

Feature Packed and Expensive

Jan 09, 2019
4/5
Overall

2 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: You can do soooooo many things with this software it is incredible.

Bug tracking is fantastic.

Cons: Sometimes it won't load sessions it seems like this happens when you need it most.

Their support isn't the greatest.

They are ridiculously expensive.

Great way to backtrack a customer journey

Jan 08, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Amazing for customer support. The ability to video replay a client's session UI/UX as soon as he opens a trouble ticket and immediately understand what exactly happened is invaluable.

FullStory is relly well thought out, it seems to already have everything we ever think of, and in the right place.

Cons: Still trying to figure out what may be the flaws in Fullstory. Video playback could be smoother sometimes.

Overall: Pays itself just for using it for customer support, but every department is using it now (marketing, product management, R&D, ...)

The Fullstory - Super indepth view of customer data and actions

Dec 30, 2018
5/5
Overall

2 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: The ability to find customer actions by searching with various filters and specific parameters. As a support agent, I'm constantly figuring out how my customers encountered problems and bugs, fullstory helps bring that to life by showcasing those actions through their tremendous search.

Cons: Getting help to use the product better is hard. There is a lot you can do and it's not necessarily aimed for support agents like me. More simple guides and maybe tutorials would really go a long way.

Capterra loader

Crazy helpful

Feb 01, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Fullstory is amazing. I can go in and see everything I need to know about our web app. I work with a team of developers and as a designer, I can pin point exactly where the issues are and more credibly give recommendations.

Cons: The filtering system is super cool. It lets me see exactly what I want to see, but sometimes it can be a bit confusing. It will take some time to get used to.

Overall: Overall though this has been extremely helpful in fixing bugs, and improving the design of our web app.

Nice to have

Dec 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability to see exactly what the customer is seeing, despite browser differences or hardware.

Cons: It's a bit expensive, but the expense makes sense.

Overall: It's a good tool, since it can be a bit expensive we only turn it on when it is absolutely necessary and a customer is running into a problem that we can't understand through screenshares.

Capterra loader

Extremely effective way to dive into issues with your product and fix what is broken

Jul 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Super easy to use and get started! I love how quick it is to find out the customer segments you are looking for. This is super important when QA-ing software.

Cons: Right now there seems to be an issue on on side with how we coded our software so we cant use the click maps feature to the best of our advantage, but it is being looked at and hopefully we'll get it working properly.

Overall: QA teams, Product Teams, Research Teams, Customer Support Teams - everyone!

Capterra loader

We use FullStory to get an idea of our users experiences on our website.

Jul 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: FullStory allows us to look for errors and hiccups on our website and web forms. It allows us to dig deeper into user's experiences on different web browsers and devices

Cons: Overall it's a great product. I haven't run into any issues with it yet. I like how it helps us and it is very easy to use.

Overall: Gives my company the ability to see what the users experience is like.

Capterra loader

Truly Understand How Users Are Interacting With Your Site - You Might Be Surprised!

Jan 13, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to set up (Just add the tag to your GTM) and the videos start accumulating. Easy to filter, easy to watch and is a great addition to the data you get from google analytics.

Cons: Would be great if you could somehow turn the video's and user patterns into data so it would be easier to roll-up and make decisions with.

Overall: Great product. We use it to compliment Google Analytics as although we track data such as scroll depth, and menu clicks, it's great to be able to segment in full story to see how users interact with a particular landing page, or if conversion rate is low and users aren't scrolling down the page, what they are doing instead.

Capterra loader

New Users To Full Story But See The Immediate Benefit

Nov 16, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We are fairly new to Full Story but have seen an immediate benefit being able to watch videos on how our users interact with our website. The platform also is easy to navigate and makes it easy to build reports and segment specific data as needed.

Cons: Full Story offers a lot of benefit to our business, but could be even more effective with an additional function that would allow us to monitor who these visitors are and provide contact information associated with them.

Overall: We have the ability to successfully track website visitors and watch videos on their journey across our site.

FullStory

Nov 29, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: The data which we see on the website due to this software gives full information of every action that user does, one can even know where the user clicks on the screen and when for example user clicks on a link which does not work, thus one can know that there is a bug on the website and get the HTML code of that bug!

Cons: The only thing which lacks this software is that sometimes it doesn't give an information with all possible data when searching, for example it gives an information by user's ID but does not give an information when searching by user's email.

Too pricey for the features and functionality it supports

Aug 18, 2017
3/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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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.

Great Analytics Software

Feb 21, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: My co-worker and I have been comparing a digital analytics and recording platforms, and Full Story is great. Very easy to use with tons of data.

Cons: It is a bit expensive, but once over the sticker shock, you'll quickly see the value exceeds the costs.

Allows us to easily identify an error on our application or improve user experience

Apr 16, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

2 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is easy to integrate with and works as expected for the need that this software fits into it. The user experience and look and feel of an application itself is very good.

Cons: I do not see any issue with this application. They must get trying to understand what new features could help us on our organization

Overall: Allowed our design team to be more efficient and identify possible issues on the application, earlier than the customer complains about it.

Capterra loader

A beautifully designed experience

Jun 05, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Where other competitors in this space are usually date and clunky, Fullstory is very thoughtfully designed and developed. It has all the basic features you would want from a product like this but also has some other useful tricks up its sleeve like smart searching (searching for elements based on the text in them or its .class or #id name).

Sometimes I like to start one screen capture and watch several in succession. Grab some popcorn and you've got a good time.

Cons: It is orders of magnitude more expensive than its competitors. Hopefully your budget supports that!

Also, their smart search features using class name or id don't work very well if you have scrambled, minimized, or auto-generated CSS. Not very easy to search for [.ng-ghost-h25].

Ability to see how users are interacting is invaluable

Mar 09, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

Pros: I enjoy being able to use the site to verify visitor activity when a customer says they experienced an issue on our site. I also like how easy it is to use. There are many other search filters, but the information I'm looking for is not as difficult to find as it could be.

Cons: The UI can be a little over whelming - lots of detail that probably could be simplified. Playback isn't always smooth and the timeline on the playback isn't always clear.

It helped us to understand our customer patterns of user experience and improve it.

Mar 26, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money

Pros: It keeps tracking of all the user iterations over our site and application so we managed to identify patterns of use and improve our application usability.

Cons: Some administration features are not easy to understand and configure but after some research we have managed to set all the environments as we need.

just another great software that we use.

Jan 11, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: its just very much helpful when we wanna check the bugs that user faced, following their journey which is the key to very business for making product bug free.

Cons: the user data that we get very less some more details if we get that will be much convenient and helpful.

Capterra loader

Allows you to track workflow and usage of your users

Dec 06, 2017
3/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

Pros: It's great when you want to reproduce bugs or issues a customer/user is having problems with. We are able to see the exact steps a user takes when something happens.

Cons: Sometimes, certain user sessions are unavailable. We don't rely too heavily on the product simply because we can't be sure it's capturing everything.

The coolest way to map traffic on your site and view in real-time!

Apr 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: I love the face that FullStory gives such an easy and intuitive way to track your site and how people are interacting with your interface. It helps nab problems right away, but also gives you valuable data and insights to act on!

Cons: I am not sure if there are any cons that I can think of, but I would say that it is kind of costly, but it is SO WORTH IT!