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Rating

5/5

Summary

A free analytics suite with a focus on user privacy and data security. Optimize the customer journey where it was previously impossible.

The only digital insights platform that gives you complete understanding of your customers’ digital journeys, so you can quickly improve conversion, retention, and customer delight.

Fullstory is a digital experience analytics platform that combines session replay, product analytics and AI-generated insights, with a permanent free plan.

Pros

Ease of use
Great authorisation management
Packed with features
Community forum
Intergrated tag & consent management

It is easy to implement
It has data science capabilities
Reports are easy to build
Interface is user-friendly

Permanent free plan with session replay
Choice of EU or US data center
SOC 2 and ISO 27001, 27701 and 42001 certifications
Warehouse sync to BigQuery, Snowflake and Redshift

Cons

No progressive payment plan
Ecommerce reporting can be improved

Tech support is quite basic
Difficult to share dasboards
Onboarding could be improved

Paid prices not published
Dashboards and StoryAI not in the free plan
Alerts and retention reports need an Advanced or Enterprise plan
Moving to the EU data center means opening a new account

Pricing information

Starting Price

Core - 500k	€35 p/m
Enterprise	€366 p/m

Free	Free
Growth	On req.
Pro	On req.
Premier	On req.

FullstoryFree	Free
Business	On req.
Advanced	On req.
Enterprise	On req.

Free trial period

Free plan

Account Management

Trackable Items

10 sites or apps (free) Unlimited (Enterprise)

User Seats

Unlimited

10 on FullstoryFree, paid plans not published

Account Security

Single Sign-on
Two-factor Authentication

Single Sign-on
Two-factor Authentication

Single Sign-on
Two-factor Authentication

Data Processing

Data Center Locations

European Economic Area (EEA)
United States

European Economic Area (EEA)
United States

European Economic Area (EEA)
United States

Software Hosting

Public Cloud
Private Cloud
On-Premise

Public Cloud
Private Cloud
On-Premise

Public Cloud
Private Cloud
On-Premise

Data Ownership

You

Data Freshness

30 min

Realtime

Data Retention

Up to 25 months

12 months

12 months on FullstoryFree, paid plans not published

Data Sampling

By default Piwik does not sample data

Data Import

Import cost data, search keywords, user/client ID and audience data

Browser and Server APIs, Segment and Tealium integrations

Data Export

As CSV, XML, JSON, or via an API

Via CSV or API

Anywhere Warehouse (hourly sync to BigQuery, Redshift, Snowflake), add-on

Compliance

GDPR
CCPA
HIPAA
LGPD
ePrivacy
PECR

GDPR
CCPA
HIPAA

GDPR
CCPA

Cookieless

Piwik features a cookieless tracking option

Heap relies on first-party cookies

Capture needs the first-party fs_uid cookie

Alerts & Automation

Custom Alerts

Email alerts based on thresholds

Via Slack or email

Metric, segment and opportunity alerts by email, in-app, Slack, Teams; Advanced and Enterprise

Email Reports

Daily, weekly or monthly reports

Schedule regular emails for important charts

Reporting

Trend Reporting

Metric trends

Device Reporting

Device breakdown

Funnel Reporting

Detailed funnel report up to 5 steps

With quantitative measurement of user friction & step suggestions

Funnels and conversions

User Flow Reporting

Standard, transition & reverse Sankey charts

Sankey chart with path comparison

Journey maps, page flows

Segmentation

Unlimited segments

Quickly identify patterns in user behavior

User segments

Cohort Reports

Retention Reporting

Customer loyalty eCommerce report

Advanced and Enterprise

Attribution Reporting

Multi-channel attribution with 98% accuracy

Track UTM parameters or initial referrer sources

Ecommerce Reporting

Overview, order list, product, days and sessions to purchase & customer loyalty

Easy setup with eCommerce Activation Kit

Order Completed and Product Purchased events

User Experience Features

Heatmaps

Create an overlay with the site inspector Chrome extension

Click and scroll maps

Session Recordings

Automatically filters relevant replays

Session replay, included in FullstoryFree

A/B Testing

A/B experiments in Guides and Surveys add-on; Optimizely integration

User Feedback

Track NPS score events in surveys

Guides and Surveys add-on

Customizability

Custom Properties

200 slots for each scope and they can't be removed

Custom event and user properties

Custom Metrics

Also called Calculated metrics

Custom calculations

Custom Reports

Dashboards, paid plans

Custom Events

Include category, action, and optionally name and value

Annotations

Add to any graph or include them in scheduled reports or alerts

Support

Support description

Piwik Pro offers extensive documentation and video tutorials. They have support offices for different regions which can be contacted by email and phone.

Heap offers extensive documentation and access to their in-depth collection of Heap University courses to get up and running. Need more help? Join the community or contact their knowledgable support staff through email.

Support is by email and support ticket during regional weekday business hours, with a help center and community forum. Free plan tickets have a 2 business day response target, paying customers 1 business day. A Premium Support add-on gives 24/7 critical support. The FullstoryFree help article lists email support as a paid plan feature, while the support hours article lists a response target for free plan customers.

Support Options

Phone
Email
Live Chat
Ticketing system
Knowledge base
Community

Phone
Email
Live Chat
Ticketing system
Knowledge base
Community

Phone
Email
Live Chat
Ticketing system
Knowledge base
Community

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