Finding customers who ran into issues


Which of my customers encountered that nasty bug we discovered last week?

When you hear from one customer about something that is broken on your site, it can sting a little. What you don't know is how many customers had the same experience and didn't speak up, possibly leaving your service forever. Use FullStory to find a list of customers who experienced a known issue on your site so that you can follow up with them and make amends.



  1. Search for users who clicked on your broken link or button. In our example, we'll call it the "Login button".Screen_Shot_2022-07-08_at_8.24.45_AM.png
  2. Scope down the time of your search to the period of time that the button was broken.
  3. Save your segment and watch sessions to understand the scope of the issue. If you are identifying users, you may consider a Segment Export to proactively reach out to impacted users. 

Similar recipes you can cook up in FullStory:

  • How many customers abandoned cart after clicking on that button?
  • Did my customer leave the app after encountering a bug?
  • How many first time visitors encountered this bug?


Need to get in touch with us?

The FullStory Team awaits your every question.

Ask the Community Technical Support