Here on the FullStory blog, we spend a lot of time waxing poetic about the robust analytics power of Digital Experience Intelligence and how it can transform companies’ online presences. (And you can be sure we’ll keep it up, because DXI is pretty darn cool.)
But we want to take some time to recognize a group of people who are critically important to your organization’s success with FullStory but often below the radar— FullStory Admins.
For readers who are FullStory Admins, you’re well aware of the responsibility this role comes with: adding and removing users, configuring the all-important privacy settings, integrating FullStory with other tools, and much more. Along with that responsibility comes a familiarity with the platform, uniquely positioning you to help your business make transformative digital experience decisions.
Our team chatted with Tony, the Admin for one of FullStory’s largest customers, and he shared some valuable insights for other FullStory Admins, including:
Tips and tricks for overcoming common pain points
Where to start as a new FullStory user
What types of support an Admin receives from FullStory
Keep reading for five insights from a FullStory Admin.
5 tips from a FullStory Admin
1. First and foremost, being an Admin pays off
Sure, it’s a big responsibility, but for Tony, being the FullStory Admin for his organization enabled him to have a huge impact on the business—and his personal career.
“Because of FullStory, I’ve received internal awards, gotten a promotion, and identified several major fraud cases that were referred to investigators that we wouldn’t have found without FullStory,” said Tony.
And while being the FullStory Admin is a big job, it’s not nearly as big a job as it would be with other solutions, he said. “With our previous digital experience tool, we had three full time Admins. Now, being the FullStory Admin is about 30% of my job.”
Plus, Tony has enabled other teams at his company to save time.
“Recently, another team inside the company approached us to do some front-end work to fix a tricky user experience,” said Tony. “By looking in FullStory, we found that it was actually a bunch of backend errors that were causing the problem. That realization saved about 700 hours of proposed work.”
2. Start by asking questions
FullStory pulls in a lot of data—that’s the magic of it. But it can seem overwhelming for new users.
Tony’s advice? Start with a question.
“I start with a simple search based on a hypothesis like, 'I think people are behaving this way,'” said Tony. “Then I watch three or four sessions to get a feeling of how people are behaving. If that’s in line with my hunch or my question, I go from there. You have to remember that the whole picture isn’t created by individual sessions, but by the breadth of them.”
3. Find creative ways to spur adoption
Tony has found unique ways to get teams around his organization engaged with and excited about FullStory.
For instance, the company hosts weekly training sessions, where teams can give presentations on topics of their choosing. Tony has partnered with his FullStory Customer Success Manager (CSM) to give present sessions on different aspects of the FullStory platform, which has been highly successful, he said. (Another FullStory customer, Thomasnet, hosts similar educational sessions. Read about their approach here.)
Tony also hosts regular office hours where people can come and ask any questions they have about using FullStory.
Some teams at Tony’s organization host regular FullStory watch parties—where teams get together and review logged user sessions from FullStory’s Session Replay capabilities. This is a great way to spark ideas and conversations that lead to digital experience improvements.
For instance, one team at Tony’s company discovered during a watch party that a banner on the website wasn’t closing when it was supposed to. This led to tons of dead clicks on the banner and, understandably, lots of user frustration. Tony says that FullStory watch parties make it possible to find and fix issues like the buggy banner more quickly than they would otherwise.
4. Lean on the FullStory team
FullStory wants to make life easier for our customers—and teams like Tony’s have dedicated Customer Success Managers with them every step of the way. The FullStory CSM for Tony’s company hosts monthly touchpoints with the company’s leadership team to share usage statistics and identify areas to promote platform and feature adoption.
“With the FullStory onboarding team, our dedicated CSM, and the extensive Knowledge Base content, we’ve had tons of resources from the start,” he said. “Plus, the platform is just super easy to use.”
And while the platform is easy to use today, we're always enhancing our features to make FullStory Admins' jobs even more simple, enjoyable, and insightful.
5. Dive right in
Tony’s key piece of advice for new Admins or users is pretty simple: Just use the tool.
“Sometimes people come into FullStory, they see all the cards, and just feel overwhelmed,” he said. “Just like anything, the more you use it the more you’ll understand it. Luckily, FullStory is really intuitive to use, so people get the hang of it quickly.”
So, ready to dive in? Get a demo of FullStory.