# Fullstory Reviews **Vendor:** Fullstory **Category:** [Session Replay Software](https://www.g2.com/categories/session-replay) **Average Rating:** 4.5/5.0 **Total Reviews:** 1,049 ## About Fullstory Fullstory is a behavioral data and analytics platform that helps technology leaders and digital experience teams understand their digital story so they can drive better digital experiences. Customer-centric enterprises rely on Fullstory to uncover and eliminate the friction buried between clicks and across workflows, turning frustrated visitors and employees into unwavering advocates. From proactively highlighting areas for optimization to triggering real-time personalization that genuinely resonates, Fullstory’s behavioral data with agentic AI provides deeper and more immediately actionable insights beyond conventional web and product analytics. While other tools require extensive manual tagging that can lead to missed insights, Fullstory automatically collects, structures, and enriches the full spectrum of behavioral data from digital activities. Diagnostics on what users play and pause, what they copy and paste, where they zoom in & out, what apps are in use, then translates those behaviors into actions, insights, and recommendations, all aiding to improve customer and employee journeys. Agentic AI proactively highlights issues and provides recommendations to eliminate gaps in the digital experience, driving improved business outcomes. With a deeper understanding of customer and employee journeys, Fullstory provides the context needed to improve digital experiences, accelerate decision-making, and create human-centered experiences that drive revenue and reduce spend, faster. ## Fullstory Pros & Cons **What users like:** - Users find Fullstory's **ease of use** exceptional, enhancing their ability to analyze customer behaviors and insights effectively. (55 reviews) - Users value the **actionable insights** from Fullstory, enhancing understanding of customer behavior and improving CX strategies. (51 reviews) - Users value the **responsive and personalized customer support** from Fullstory, enhancing their overall experience and success. (45 reviews) - Users appreciate the **granular insights** provided by Fullstory, enhancing support and validating customer feedback effectively. (38 reviews) - Users appreciate the **granular data analytics** of Fullstory, aiding in understanding user interactions and enhancing product support. (36 reviews) - Users appreciate the **session replay feature** of Fullstory, enhancing insights into user interactions and improving support efficiency. (33 reviews) - User Behavior Tracking (30 reviews) - Analytics Expertise (29 reviews) - Users value the **insightful user behavior analytics** provided by FullStory, enhancing decision-making and optimizing experiences effectively. (28 reviews) - Features (25 reviews) **What users dislike:** - Users note a **significant learning curve** with FullStory, making initial navigation and setup challenging for newcomers. (25 reviews) - Users face **customization limitations** with Fullstory, making it challenging to tailor the tool to their needs. (24 reviews) - Users find **missing features** in FullStory's analysis capabilities limiting, affecting their ability to segment and review data effectively. (16 reviews) - Users find the **setup process challenging** , often needing additional help to maximize Fullstory's powerful features. (14 reviews) - Users express frustration over the **limited features** of Fullstory, particularly in data customization and sharing options. (14 reviews) - Users find Fullstory **expensive** , especially at higher account levels with additional costs for premium features. (12 reviews) - Users find the **steep learning curve** of Fullstory challenging, requiring significant time and training to master effectively. (12 reviews) - Users struggle with **data inaccuracy** , finding it difficult to extract actionable insights amidst overwhelming volumes of information. (11 reviews) - Complexity Issues (10 reviews) - Data Management (9 reviews) ## Fullstory Reviews ### 1. An useful tool to track your users' journey **Rating:** 4.5/5.0 stars **Reviewed by:** Federico M. | Senior Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2024 **What do you like best about Fullstory?** One of the things users particularly like is the intuitive user interface. FullStory is designed to be easy to navigate, which means even those without a technical background can quickly get to grips with it. This accessibility is a significant advantage, as it allows teams across an organization to delve into user behavior data without needing extensive training. **What do you dislike about Fullstory?** For very large websites, the sheer volume of data generated by FullStory can be overwhelming. Users sometimes find it challenging to sift through all the information to find actionable insights. This data overload can make it difficult to focus on the most relevant metrics and improvements. **What problems is Fullstory solving and how is that benefiting you?** FullStory solves the problem of understanding detailed user behavior by providing comprehensive session replays and analytics, allowing you to see exactly how users interact with your site. This benefits you by enabling the identification and resolution of usability issues, thereby enhancing the overall user experience and increasing conversion rates. ### 2. Helpful Support, Intuitive UI, and Powerful Session Summaries **Rating:** 4.5/5.0 stars **Reviewed by:** Matthew K. | Experimentation Lead, Enterprise (> 1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Fullstory?** The support and service teams have been very helpful and accommodating. They're always recommending opportunities and additional ways they can support without necessarily selling anything explicit. The UI/UX is fairly intuitive. You have some pre made reports and some more flexible dashboarding features. If you're coming from a GA4 background this should naturally make a lot of sense. The settings however if you're an admin can take a bit more time to understand. Integrates will with other tools like Medallia where survey responses can be linked back to sessions. Also, very simply implemented via tags on web. The capture on web is very capable and flexible for teams with varying levels of engineering access for post implementation support. The AI features are emerging however it has been very useful to have session summaries for large sets of sessions on segments. A regular piece of feedback from the piece is them having to watch tonnes of sessions can be a bit painful from time to time. **What do you dislike about Fullstory?** The app implementation has been a bit difficult. The heatmaps on app only allow you to see the users screen where it is captured i.e. you can't scroll up and down like you can on the web implementation. Having to use the API to define pages on app can be challenging for teams with limited post-implementation resources. **What problems is Fullstory solving and how is that benefiting you?** Primarily heatmaps and session replays, its bread and butter, are what are used in my organisation. It is our primary provider of these features and has a clear influence on our workflow. Furthermore, it is used to perform friction analysis; error clicks, dead clicks, network errors, etc. These have been finding their way into our analysis more and more as they tend to find 'silent' issues that aren't flagged by other tooling we have. Analytics tools might not have these instrumented and the in aggregate a network error might not be enough for our observability team to flag but is of note to a specific product team. ### 3. Strong analytics platform with a learning curve **Rating:** 4.5/5.0 stars **Reviewed by:** Aakash A. | Editor, Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2026 **What do you like best about Fullstory?** Fullstory is a product used for session replay and behavioral analytics, so what people usually like best about it is how clearly it shows what users are actually doing on a website or app. A good concise answer you can use is: “What I like best about Fullstory is its ability to visually replay user sessions and provide clear insights into user behavior, helping quickly identify issues and improve the overall digital experience.” **What do you dislike about Fullstory?** Fullstory is powerful, but users commonly mention a few downsides. A concise, balanced answer you can use: “What I dislike about Fullstory is that it can become expensive at scale, and the large amount of session data can feel overwhelming to filter and analyze. It also requires some time to learn how to use advanced features effectively.” **What problems is Fullstory solving and how is that benefiting you?** Fullstory solves the problem of understanding how users actually interact with a website or app by providing session replay, behavior tracking, and user journey analytics. This helps by making it easy to identify usability issues, detect where users drop off, and improve the overall user experience. It benefits me by saving time in debugging user flows, improving product decisions with real behavior data, and helping prioritize fixes based on real user impact rather than assumptions. ### 4. Excellent Customer Session Visibility for Faster Troubleshooting **Rating:** 5.0/5.0 stars **Reviewed by:** Stephen V. | Technology Operations Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 28, 2026 **What do you like best about Fullstory?** 1. Visual of the customer experience 2. All the technical information available in the background of the customers session that we can use for troubleshooting 3. The ability to identify if the issue is isolated or widespread and you can easily see all sessions or customers experiencing the same issue **What do you dislike about Fullstory?** It can sometimes feel overwhelming with the number of features exposed to you immediately, but once you learn what it is all about you feel more comfortable. **What problems is Fullstory solving and how is that benefiting you?** We never had a visual experience of what the customer was experiencing, with Full Story we are able to see exactly what the customer is experiencing along with all the technical information in the background that reduces the time needed to troubleshoot an issue. We were also not sure if an issue is isolated to a few people or widespread, Full Story gives us the ability to identify how widespread an issue is so we can assign the appropriate priority and resources to the investigation. ### 5. Essential tool for understanding real customer behaviour **Rating:** 4.0/5.0 stars **Reviewed by:** Lee A. | Head of Product - Managing, Mid-Market (51-1000 emp.) **Reviewed Date:** January 22, 2026 **What do you like best about Fullstory?** The session replay quality and filtering capabilities are excellent. Being able to watch actual customer behaviour at scale rather than relying on aggregated metrics has fundamentally changed how we approach UX research. The search functionality lets us quickly isolate specific user segments or problematic journeys, which is invaluable for both understanding friction points and reproducing bugs that customers report. **What do you dislike about Fullstory?** Honestly, our main limitation is that we're not fully utilising all the features available - that's more about our capacity than the tool itself. The platform has significantly more analytical capabilities than we currently leverage, though what we do use works very well for our needs. **What problems is Fullstory solving and how is that benefiting you?** We use Fullstory primarily for product/UX research and bug reproduction. It's transformed how we diagnose customer-reported issues - instead of trying to reproduce problems based on written descriptions, we can watch exactly what happened in their session. This drastically reduces time-to-resolution. For UX research, being able to observe actual user behaviour in booking flows at scale reveals friction points that don't show up in traditional analytics. It's particularly valuable for understanding drop-off behaviour and edge cases that affect conversion. ### 6. Insightful, User-Friendly Platform with Unparalleled CSM Support **Rating:** 4.5/5.0 stars **Reviewed by:** Shantelle L. | Optimisation Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2026 **What do you like best about Fullstory?** Fullstory is an insightful, user-friendly tool that has greatly impacted quoteline improvements at Everyday Insurance. We receive unparalleled support from the CSM team - shout out to Alana Martino-Burke for going above and beyond to help with configuration and analysis. There are always new features demonstrating that the platform is industry-forward and constantly reviewing its usability. I recommend Fullstory as a behavioural tool to improve product, optimisation, compliance and QA. **What do you dislike about Fullstory?** No way to capture exact screenshot of page, at the moment we have to keep refreshing the page capture until we receive the exact screen we want. **What problems is Fullstory solving and how is that benefiting you?** Finding bugs, optimisation improvement, product decisions and reflection ### 7. Invaluable Daily Insights for eCommerce—Big Picture Analytics with Nuanced CX Detail **Rating:** 5.0/5.0 stars **Reviewed by:** Edward F. | Digital Analytics Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 15, 2026 **What do you like best about Fullstory?** FullStory is an invaluable tool for our eCommerce and Digital Experience team. We use it daily for analytics, CX analysis, evaluating customer perception and acceptance of features, and analyzing our ongoing experimentation. This is an extremely rare SAS solution which allows you to both work simply with big picture ideas, and also subtle nuances only visible under microscope. Our FullStory representatives are outstanding. Our success manager and technical resource could not be better - they are responsive, thoughtful and fully engaged with us. **What do you dislike about Fullstory?** As with any system used for technical analysis, it's critical you maximize a thorough integration. The more insight you can give FullStory through your implementation, the better (and simpler) the results will be. This is less a dislike and more a recognition that we have to do our part too. **What problems is Fullstory solving and how is that benefiting you?** Understanding customer experience beyond the data. Analytics can often show us what is happening, but rarely why it is happening. FullStory unlocks the why through tools made to analyze and understand both large journeys and tiny CX moments. ### 8. Best-in-Class Insights on User Journeys, Backed by Fantastic Support **Rating:** 5.0/5.0 stars **Reviewed by:** Evan W. | Principal Digital Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 14, 2026 **What do you like best about Fullstory?** Think that FullStory offers a best in class product that allows me to get a ton of insightful information about my websites, including user metrics, customer journeys, and points of friction. On top of that, my contacts at FullStory (Eric Miller and Ana Herd) as well as the rest of the company are fantastic to work with. They are always quick to respond to questions, they work with me to on new ideas, and always there to help me troubleshoot issues when they arise **What do you dislike about Fullstory?** Not much to add overall. I just wish I could have multiple Orgs open at once, since I usually work on and look at several organizations over the course of the day. I’m sure there’s a technical reason that isn’t possible right now. **What problems is Fullstory solving and how is that benefiting you?** I use it for multiple purposes: customer service, customer insights, and validating OKRs/measuring KPIs. From a customer service perspective, session replays let me review a customer’s session(s) and see the exact issue they’re reporting. That makes resolution faster, clearer, and more straightforward. As a customer insight tool, FullStory is excellent for measuring how customers use our product through individual metrics, funnels, heat maps, and journey maps. I especially like that I can chain multiple sessions together within funnels, so I can see full conversion rates for processes that aren’t always completed in a single sitting. Finally, for validation and measurement, it helps me test my hypotheses and evaluate the effectiveness of an implementation in an easy, visual way. It’s also something I can present to stakeholders in a format that’s simple for them to consume and understand. ### 9. FullStory: Easy Session Replay, Fast Issue Resolution, and Outstanding Support **Rating:** 5.0/5.0 stars **Reviewed by:** Jarom G. | Director Product Management, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2026 **What do you like best about Fullstory?** Our company has been with FullStory for about 5 years, and we have ABSOLUTELY LOVED IT!! We tried multiple other tools before settling with FullStory. As Director of Product for our company, the tool is easy to use for myself and for our other Product Managers. We have integrated with our online customer feedback tool so that we can watch every session where a customer had left us feedback. All of our Customer Service Reps have access, and can easily look up sessions when someone calls-in, and this has helped us identify and resolve issues much more quickly. I have loved the support that we have from FullStory. Adam Pifer is our technical contact, and he is on a slack channel with our teams and he is super engaged, involved and responsive. I know he cares about FullStory and our company! I have loved the new AI features and improvements to FullStory. it makes it so much easier to identify issues and find relevant sessions that can help solve problems that our customers are having. I am in FullStory every day. Love, love, love FullStory!! **What do you dislike about Fullstory?** I have used other session replay tools, and none are as easy to navigate and find sessions, or set up analytics, metrics and dashboards like it is with FullStory. Amazing! **What problems is Fullstory solving and how is that benefiting you?** The biggest problem that FullStory helped us solve was to integrate it with our online customer feedback tool. We did that so we can watch every session where someone leaves feedback. We were getting generic feedback and wanted more context, and FullStory helped solve this problem. Feedback that says "your site is hard to navigate" with no context as to where they were in the process was not helpful. But with FullStory, we were able to close that gap and understand where they were, what they had done and begin to see why they might have left us this type of feedback. ### 10. Exceptional Support and Resources Make Fullstory Stand Out **Rating:** 4.5/5.0 stars **Reviewed by:** Hope B. | Senior Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** January 12, 2026 **What do you like best about Fullstory?** 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. **What do you dislike about Fullstory?** 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. **What problems is Fullstory solving and how is that benefiting you?** I always look at Fullstory as the solve for that gap between surface level metrics and actual user behavior. We can see basic page metrics from other web analytics tools but Fullstory provides that AND relays the user's behavior in between those actions for us - allowing us to see trends in frustration events, technical errors and any breaks in the expected user flow which will not always be communicated by the user themselves. Fullstory for us is where our analytics, operations and dev/IT team can meet in the middle with a common language and solve for problems proactively. Beyond troubleshooting, we also leverage it to measure true marketing campaign performance by tracking how different traffic sources engage throughout the entire user journey, not just at conversion points. ## Fullstory Discussions - [What does FullStory record?](https://www.g2.com/discussions/what-does-fullstory-record) - 1 comment, 2 upvotes - [What is FullStory used for?](https://www.g2.com/discussions/what-is-fullstory-used-for) - 1 comment, 1 upvote - [Is there a possibility to add videos or images to the popups?](https://www.g2.com/discussions/is-there-a-possibility-to-add-videos-or-images-to-the-popups) - 2 comments, 1 upvote - [What is Session Replay?](https://www.g2.com/discussions/what-is-session-replay) - 2 comments, 1 upvote - [Is there anything FullStory doesn't support?](https://www.g2.com/discussions/is-there-anything-fullstory-doesn-t-support) - 2 comments, 1 upvote - [View Fullstory pricing details and edition comparison](https://www.g2.com/products/fullstory/reviews/12224837?section=pricing&secure%5Bexpires_at%5D=2026-05-31+00%3A24%3A54+-0500&secure%5Bsession_id%5D=2481949a-37c4-4b7a-965b-d34a3322965e&secure%5Btoken%5D=2ada13b42c117c9275d84ef10586fec68965b3282c921a70a5bff4f54c97fa3e&format=llm_user) ## Fullstory Integrations - [Adobe Analytics](https://www.g2.com/products/adobe-analytics/reviews) - [Adobe Target](https://www.g2.com/products/adobe-adobe-target/reviews) - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Digistorm Funnel](https://www.g2.com/products/digistorm-funnel/reviews) - [Dynamic Yield](https://www.g2.com/products/dynamic-yield/reviews) - [Ethnio](https://www.g2.com/products/ethnio/reviews) - [Fin](https://www.g2.com/products/fin/reviews) - [Google Analytics](https://www.g2.com/products/google-analytics/reviews) - [Google Cloud BigQuery](https://www.g2.com/products/google-cloud-bigquery/reviews) - [Issue Templates for Jira Cloud | Jira Templates](https://www.g2.com/products/issue-templates-for-jira-cloud-jira-templates/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) - [Optimizely Web Experimentation](https://www.g2.com/products/optimizely-web-experimentation/reviews) - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) - [SalesHero.io](https://www.g2.com/products/saleshero-io/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [Survicate](https://www.g2.com/products/survicate/reviews) - [Tealium Customer Data Hub](https://www.g2.com/products/tealium-customer-data-hub/reviews) - [VWO Testing](https://www.g2.com/products/wingify-vwo-testing/reviews) ## Fullstory Features **Metrics** - Sessions - Digital Analytics - Engagement - Entry and Exit Pages - Standard Event Tracking - Custom Event Tracking - Retention - Return - Conversions - Funnels **User Identification** - Demographics - User Segmentation - Geolocation **User Behavior** - Click Tracking - Mouse Movement - Frustration Tracking **User Analysis** - Survey Implementation - Data Analysis **Product Analytics** - Account-Level Analytics - User-Level Analytics - Segmentation - Funnels - Alerts - Multi-Product Analytics - User Scoring - Integrations **Analytics** - Reports - Dashboard - Web Analytics - Campaign Tracking - Customer Demographics **Data Sourcing** - Data Enrichment - Expandability - Multiple Devices **Generative AI** - AI Text Summarization **Scalability and Performance - Generative AI Infrastructure** - AI High Availability - AI Model Training Scalability - AI Inference Speed **Agentic AI - Heatmap Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Decision Making **Agentic AI - SAP Store** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Reporting** - Real-Time Reporting - Trending - Retroactive Reporting - Segmentation - Mobile Reporting - Unification Across Devices - Custom Reports and Dashboards **Analysis** - Conversion Opportunities - Side-By-Side Analysis - Mobile Device Analysis - Data Quantification - Webpage Element Analysis **Tracking & Reporting** - Custom Event Tracking - Real-Time Insights - Attribution - Dashboard - User Path Tracking - User Activity History **Self-Service Experience** - Mobile Optimization - Personalization **A/B Testing ** - Error and Bug Tracking - Split URL Testing - Data Analysis - Notes **User Support** - User Segmentation - Multi-Language Support - Behavior-responsive Messaging **Administration** - Data Storage - A/B Testing - Integrations **Intelligence** - Marketing Metrics - Predictive Modeling - Recommendation Engine **Cost and Efficiency - Generative AI Infrastructure** - AI Cost per API Call - AI Resource Allocation Flexibility - AI Energy Efficiency **Agentic AI - Product Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Other** - User Data - Site Search Reporting - Load Time Monitoring - Campaign Tracking - E-Commerce - Promotional Messages - Administration Alerts **Metrics** - Engagement - Exit Tracking - Retention - Return - Conversions **Reporting** - Heat Maps - Session Replays - Monitoring - Data Segmentation **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Visitor Information** - User Identification - Search Box **Walkthrough Type** - Text Bubble Walkthroughs **Generative AI** - AI Text Generation **Integration and Extensibility - Generative AI Infrastructure** - AI Multi-cloud Support - AI Data Pipeline Integration - AI API Support and Flexibility **Behavioral Analytics - Product Analytics** - Multi-Product Analytics - User level Analytics - Account level Analytics - Segmentation - Funnels **Security and Compliance - Generative AI Infrastructure** - AI GDPR and Regulatory Compliance - AI Role-based Access Control - AI Data Encryption **Platform Basics - Digital Adoption Platform** - Integration - Communications **Agentic AI - Session Replay** - Cross-system Integration **Agentic AI - Digital Analytics** - Autonomous Task Execution - Cross-system Integration - Proactive Assistance - Decision Making **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - E-Commerce Analytics** - Multi-step Planning - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making **Platform Infrastructure - Product Analytics** - Cross System integrations - Alerts - Integrations **Usability and Support - Generative AI Infrastructure** - AI Documentation Quality - AI Community Activity **Analytics - Digital Adoption Platform** - Analytics **AI driven optimization - Product Analytics** - User scoring - Adaptive learning - Automated insights - Autonomous task execution **Functions - Digital Adoption Platform** - Customer self-service - In-app guidance **Agentic AI - Digital Adoption Platform** - Adaptive Learning **Administration** - API / Integrations - QA Testing - Performance and Reliability - User, Role, and Access Management **Variation Testing** - A/B Testing - WYSIWYG Editor - Conversion Goal - Percentage of Traffic - Confidence Level - Multivariant Testing **Reporting** - Segmentation - Reports and Dashboards **Personalization** - Standard Targeting - Custom Targeting - Data Segmentation **Administration** - API / Integrations - QA Testing - Performance and Reliability - User, Role, and Access Management ## Top Fullstory Alternatives - [Glassbox](https://www.g2.com/products/glassbox/reviews) - 4.9/5.0 (788 reviews) - [Heap](https://www.g2.com/products/heap/reviews) - 4.4/5.0 (1,074 reviews) - [Smartlook](https://www.g2.com/products/smartlook/reviews) - 4.6/5.0 (837 reviews)