Fullstory Reviews & Product Details

I personally derive a lot of confidence and enjoyment in any tool or software from the support made available to me and I feel that the Fullstory team, especially in the more recent years, has provided that. Not only in the form of a consistent, reliable space for communication with their technical support team but also in their provided resources available online. This is an instant stand-out for me in today's market. Review collected by and hosted on G2.com.

The lack of customization available in reporting, but more importantly how difficult it is to share data from within the tool to someone outside the tool. The data is highly interactive within Fullstory itself with hover states and dynamic elements, but when you export dashboards or reports as PDFs, you lose that interactivity and much of the data simply doesn't display or gets cut off since it was designed to be viewed in the tool. Review collected by and hosted on G2.com.

The team is the best. Everyone is so responsive to questions and concerns we have as well as the feedback we give. The tooling is interesting and important to understand customer journeys and behaviors - the new heatmap demo is the step in the right direction to further make the tool more valuable and easy to use. The functionality of customer journey is very easy to understand and segment. Review collected by and hosted on G2.com.

The manual nature of building metrics and funnels are pretty difficult. I think there could be more AI tooling to help create funnels and metrics here and remove some of the manual inputs on the users end. From a ecommerce perspective, would love to see tooling more related to the customer shopping journey from a PDP and PLP perspective or if the tooling already exists, would like to see stronger use cases in trainings. Review collected by and hosted on G2.com.

What I like best about Fullstory is how well it helps validate and bring customer survey feedback to life. Survey data tells us what customers are frustrated with, and Fullstory lets us see the why by watching real behaviors in context. It’s been especially valuable for pressure-testing whether an issue is truly systemic, understanding where customers get stuck, and adding credibility to CX insights when sharing them with partners and leaders.

I’ve also really enjoyed working with Gardner and Ashley—they’re incredibly responsive and provide thoughtful, personalized support. Whether it’s helping us troubleshoot a question, refine how we’re using the tool, or think through new use cases, they’re always quick to jump in and genuinely helpful. Review collected by and hosted on G2.com.

What I find most challenging about Fullstory is the learning curve. The tool is very powerful, but that also makes it harder to master—especially when trying to do more advanced analysis independently. It can take a lot of time and trial-and-error to figure out the right way to build views, interpret signals, or confirm you’re looking at the “right” data.

Because of that, progress can sometimes feel slower than expected unless you already know exactly how to approach a question or have guidance. Once you get there, the insights are strong, but getting there can be time-intensive. Review collected by and hosted on G2.com.

I greatly appreciate Fullstory for its ease of setup, where our developers only needed to insert a single line of code into our website. This simplicity allowed us to get started without any hassle. Fullstory has significantly enhanced our understanding of user interactions across our website, from initial engagement on marketing pages to the experiences of paid users. It has provided insights into common drop-off points and reasons behind them, enabling improvements that have boosted our conversion rates. I value how Fullstory has dramatically improved the efficiency of our customer support team, reducing our response and resolution times. The ability to see user sessions without needing to coordinate with them directly, along with the developer tools for sharing reproduction steps and error logs, has been transformative. The session recording replays, customizable data dashboards, and performance analytics are particularly useful features that I frequently use. Fullstory's integration capabilities with software like Intercom, Slack, and HubSpot have further streamlined our operations. Overall, it has been instrumental in growing our revenue and reducing internal costs by saving time for both customer support and development teams. Review collected by and hosted on G2.com.

I would like lower pricing and better entry points for startups. Review collected by and hosted on G2.com.

I love the support I get from my partners at Fullstory. Brooks and Visa are always SO responsive and helpful. Visa is literally magic when it comes to creating the most inuititve and helpful dashboards. Brooks couldn't be more supportive in wanting to hear our goals and coming up with creative ways to help us. We've never once felt like a bother or that we're asking too much. Truly a dream team. Review collected by and hosted on G2.com.

(full disclosure I think this has a lot to do with our data...) sometimes it's hard to self serve because finding the right metrics, etc. to filter on or pull in can be challenging. It can be easy to hit a brick wall then get discourage and distracted and lose track of where you were. That's typically when I call in Brooks and Visa and they save the day! Review collected by and hosted on G2.com.

What I appreciate most is their capability to track virtually anything on our site. Love the UI, once you know how to use it it really is such a powerful tool. Review collected by and hosted on G2.com.

Like with any new tool, there is a bit of a learning curve, but their customer service team is very helpful and always ready to assist with any questions or concerns. Review collected by and hosted on G2.com.

FullStory is a great product for not only getting quantitative analysis about what users are doing on your digital properties, but going deeper into the customer experience with replays. It's a great tool for making data driven decisions on new features and improvements to existing features.

Also, the people that work there are great to work with! Review collected by and hosted on G2.com.

The UI is a little clunky for new/novice users, but they are working on changes that will make using the tool easier. Review collected by and hosted on G2.com.

That ability to dissect user experiences to get at the heart of friction points is an obvious and always noteworthy callout; however the support of the customer success team is the stand out for me. Best in class hands-down. Review collected by and hosted on G2.com.

I don't have a dislike so much as a note for folks considering tools in this space, not just Fullstory. You need to make sure that you budget time and energy for identifying and providing descriptive attributes to the key data point within the mountains of data that these tools collect, especially if you are a highly data democratized org. Review collected by and hosted on G2.com.

Fullstory gives us a clear, visual understanding of how users interact with our product. The session replay feature is especially helpful for identifying pain points and validating feedback from users or support teams. It’s also easy to share recordings across teams to drive alignment and prioritization. Onboarding and integration was super simple and the customer success team made any hurdles we encountered easy to overcome. Review collected by and hosted on G2.com.

The amount of data available to you once you get started can be a bit overwhelming at first, especially for new team members who aren’t familiar with behavioral analytics. However, the Fullstory team has helped make sure our internal teams have the tools to get the most out of the product! Review collected by and hosted on G2.com.

The product is easy to use. The people help along the way. Review collected by and hosted on G2.com.

After using it for some time, no immediate dislikes come to mind. Review collected by and hosted on G2.com.