Auditing & Analysing Customer Error Messages

I have recently started using Fullstory Metric CSV extracts to audit all the error messages that customers see, both on web and app. This has helped me uncover simple things like misspellings and poor grammar, and more interesting issues such as error messages in random languages, or in some form of unreadable code. These text extracts eventually get refined, grouped ,and fed back into Fullstory to perform more granular and targeted revenue loss reporting, most frequently using Defined Events in custom Conversion Analysis. 

I will focus on the Export part for now and maybe come back and write about the revenue loss use case in another post..

The good news is that exporting data is really easy to do in Fullsory. In the UI alone there are many different opportunities to export data, and in many different formats.  In this case, I used the Metric Export as CSV avenue.  If you want to know how I did this, read below…

You will first need a Watched Element on your error/alert modals. From that, you can create a dimensionality (table) metric and ‘group by’ Text. Then, simply click the Export button and select CSV (see image below). Its that simple.

From there you can use your preferred tool to search and manipulate the file. 

You can also also use that file to select, organise and group specific messages of value as mentioned above. They can then be easily entered as event refinement criteria using the Bulk Edit functionality to create the Defined Events I mentioned earlier. Leave me a comment - let me know your thoughts, and/or if you want me to write a post about how I Define Events using the new Data Studio feature in Fullstory.

Thank you for reading… and good luck.