Featured: FullStory—Understand your customer's experience like never before through pixel-perfect playback, advanced search, instant analytics and more
almost 7 years ago from Max Lind, sometimes Maxwell
almost 7 years ago from Max Lind, sometimes Maxwell
Wow, three detailed point by point endorsements on a sponsored post. Either a great product or something fishy...?
We use inspectlet which starts at free and has a paid plan at 39$. Their UX is pretty crap but it suits the job. We limit the sessions to specific design research projects and I guess Fullstory wants to save all your user sessions, which could be helpful for support. The pricing is a bit too steep for my taste.
Either a great product or something fishy...?
The first one. I open Designer News once a day as it is one of my browser's open at startup tabs. I usually don't comment. I just check out the news. When I saw Full Story, I had to comment. Because we love the product. I guess when you are sponsored you always hover at the top and there is a greater possibility of some happy user seeing it and posting a comment on it.
Yes, the price is steep especially if you have busy site like we do.
My sentiment is the same as Aytekin. The product is great, and I'm a fan of Atlanta-based companies.
I did mention in my review that price and number of users were the two hesitations I'd have when adopting the product.
If a lot of people really like the project, great! Just wanted to share that I always feel a bit sceptic when a sponsored post is greeted with point-by-point product endorsements.
Anyway, thanks for the effort of posting a review of this product!
I wonder how they handle privacy issues if it's recording people entering personal data. I suppose a company has that data anyway if they built the app, but this makes it more readily accessible to employees on both sides.
I know this is a sponsored post, but I have to say FullStory really shines in two areas—Support, and User Research.
Support is absolutely the number one reason to use FullStory. I used to handle support support tickets for my startup, and I'd get a ton of emails that would say "It wont work" or something equally vague and unhelpful. I could just take their email and look back through their videos to see what, exactly, they were trying to accomplish.
User Research is probably the second best reason to take a look at FullStory. Spending some time in the evenings looking through videos and trying to decipher what customers are trying to do when nobody is directing them is incredibly informative.
Two things I would address: I think there is more value to the tool if you have fewer, higher value customers than more free or low-value customers. Navigating can be a bit of an issue in that case.
The other is the cost. The tool is definitely on the high end, but I'd say if you can afford it. It's worth the expense.
At JotForm, we use FullStory every single day. It is an amazing product. We are paying $850/month for it. I don't think we pay so much for another product. But, they deserve it because they save so much time to our developers and designers.
What makes it so great?
1. Bug Watching and Inspection:
When someone reports a bug, in the past it took long time to find out what the hell was going on. Now, our developers can just watch the user and see what happens.
Not only that you can watch while the problem is happening, you can even use Inspector and Console output to find out what happened.
2. New Feature Feedback
You've just introduced a new feature or improved an existing feature, what is next? In the past we had to wait for user's to manually send us feedback or try to come up with good user testing scenarios who would then be executed by someone who is not an actual product user. We can now instead of just watch real users really using the real product and see how they are using it. That's big!
3. New Feature Design
When we are considering updating an existing feature, we do not just do it blindly. In addition to looking at the usage data, we also watch some people using the existing feature. That will tell us if we are planning to mess up an existing good feature, where people are getting stuck on the existing feature.
When someone reports a problem, you can go back and find out what they have been upto. Most of the time, people will provide vague support questions, or they will not describe the problem. We have not been using Full Story for support yet, we are planning to also utilize it in the support team in the near future.
Fullstory is a great tool, I adopted them when they were in closed beta and didn't regret it at all. If I was them I would review the pricing model, they should incentivize teams to have more people accessing the tool and charge for recordings or some other economic unit, we had to reduce seats in our case and that made them less "top of mind" than they could have been.
We've been using Fullstory for some time now, too. Definitely recommended.
This changed the way we work at Entelo. We've had it in production for 2 or 3 months now and cant live without it.
It is strange to comment on a sponsor but we've been using Fullstory in our company and I am excited by this product. They offer the easiest and cheapest form of user research. If you don't know it, you should definitely check it out!
1.) You get recordings of people using your app or website and this will help you to understand them.
2.) The technology behind the recording is by far the best I've seen - I tried Inspectlet, Mouseflow, Hotjar and all had problems with single page/JS apps (you know SPAs are the future! ;)
3.) Very detailed filtering by default - you can filter people by geography specifics (city, country,...), technology (device, OS, browser, resolution,...), events (clicked button, last visit ...), behaviour (rage clicks, session time,...).
4.) Easy integrations with third-party services. We use Intercom and Trello.
5.) For every recording you have an access to people's console - this is great for our front-end developers - they see the problems as they happen and are able to replicate them easily.
6.) They have an API so you can connect it with your application and see particular users with name, e-mail and so on.
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