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Good for event tracking
What do you like best about the product?
the granularity of the event tracking. It means I can track specific issues by user level and that helps me generalise later if there are issues
What do you dislike about the product?
The tool is great would love to see more customer activiites if possiable
What problems is the product solving and how is that benefiting you?
onboarding issues. This includes from first app open all the way to account created and first funding event. Also some things after the onboarding to check specific events from the user but it's minor.
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Easy way to analyze
What do you like best about the product?
Glassbox provides an easy way for me to analyze sessions where fraud occurs. This gives us invaluable insight into how fraudsters behave and also assists us in coming up with new strategies to combat unauthorized activity.
What do you dislike about the product?
Extended retention and addtional customer training and visibility into roadmap
What problems is the product solving and how is that benefiting you?
We are using Glassbox to view historical sessions for our customers in occurrences where they have had an account takeover. We are able to solve account takeover problems by placing strategies based off of the fraudster behavior.
Insights from our customers
What do you like best about the product?
The ability to review recorded sessions and create funnels which we can then use to montor if an issue a customer is experaining is happening more than it should
What do you dislike about the product?
The recorded commonly do not display page CSS/styling correctly, which makes it very hard or impossible to understand the user journey.
What problems is the product solving and how is that benefiting you?
Going into the customer sessions we can see the cause of their frustration and fix it
Easy to skip inactivity!
What do you like best about the product?
Love the ease of skipping inactivty! We use many Glassbox reports to understand our customers and now with GIA for reports it's become easier than ever to understand the highlights and key takeaways of these reports. Previously it would days to analyze a report and decide on action items, now it can take just a few minutes
What do you dislike about the product?
It can take time for the sessions to load and replay
What problems is the product solving and how is that benefiting you?
Help you understand where customers faced problesm digitally to then take these problems and uild a solution for it.
Great visualisations
What do you like best about the product?
The visualisations of different data that I can collect from live websites. I don't have to actively recruit but can use data that is already available to answer my research questions. GIA keeps getting better and better. We loved using it for session summaries and now we can't stop using it to summarize mobile reports - instead of spending hours analyzing these reports, we can get a relevant summary in just seconds.
What do you dislike about the product?
Would be happy if the retention period could be extended and more customer facing education series
What problems is the product solving and how is that benefiting you?
Difficult to say since we do UX research over several products for a large international company. Generally, I would say understandind user behaviour to improve their experiences.
Love this tool!
What do you like best about the product?
We love that everyone in the company can access Glassbox and now with the Glassbox AI Assistant (GIA) being available on reports, it's easier than ever for any team member to view a report and quickly understand the highlights. I like the possibility of checking what user has seen when they faced any issue, to find actual end user side issue. also monitoring and reporting feature would help to have some application usage metrics and pain points of end users.
What do you dislike about the product?
would like to have some performance improvements and interface improvements. also would be useful to have the ability to check API calls from UI.
What problems is the product solving and how is that benefiting you?
Resolving all customer digital issues as they interact with our website. This can now be done very quickly
Powerful session replay
What do you like best about the product?
Love the session replay and its AI by which I can search for sessions without creating comlex filters
What do you dislike about the product?
I would like more details on the crash analytics report
What problems is the product solving and how is that benefiting you?
Checinking on customer journey so that we can imporve any defects in it
Easy to use and very helpful
What do you like best about the product?
East way to assimilate and separate data.
What do you dislike about the product?
I would be happy if the data retention would be longer
What problems is the product solving and how is that benefiting you?
Confirming location of where changes to policy were made and where individual phone was at time of application opened. Helps confirm the facts.
Very useful tool
What do you like best about the product?
Interaction maps is a very useful tool as it allows to understand how users are browsing, what they display and what they don't. The feature I use the most specifically is exposure maps. User journey is also a useful feature to map how users navigate through the website
What do you dislike about the product?
Data accuracy is always the biggest topic when discussing about Glassbox. I know that sessions are sampled, but sometimes questions about reliability might occurr, especially when the delta between GA sessions and glassbox sessions becomes very high. Also, in the interaction maps section sometimes the page loaded has empty slots and it's a bit harder to understand what's behind
What problems is the product solving and how is that benefiting you?
Reduce the churn of our customers from the website - and enabling to make the purchase
Great data masking
What do you like best about the product?
Filtrer on OS and data masking where is it critical to save this is what i like
What do you dislike about the product?
More filters and more options to have high leve details
What problems is the product solving and how is that benefiting you?
taking away the friction points out of using our website and mobile apps
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