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See what customer is seeing
What do you like best about the product?
What I like best is the recorded sessions to see exactly what the customer is seeing. This is especially helpful in identifying bugs/poor user experience which helps us taking our business further
What do you dislike about the product?
I'm not the most trained in Glassbox so this might just be a user issue/need more training. It's not intuitive how to set up reports, funnels, etc. Most of the time I need to copy someone's previous report and learn backwards how to setup. Also for recorded sessions, there are confusing gaps in the customer experience that I don't know if it's due to masking because of personal info, timeouts, etc.
What problems is the product solving and how is that benefiting you?
We are using Glassbox to better look into the areas in our customer joruney where our customers have a poor experiance or where the websites and app have bugs inside them
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Traffic Flow
What do you like best about the product?
The traffic flow feature is really well done, especially the ability to add ""dimensions"" and see metrics for a page relatively to its position this helps us on goingly
What do you dislike about the product?
Keeping the same filters (and applications) between tabs would be great, it's really error-prone right now what this means is that we need to create them again which can take time
What problems is the product solving and how is that benefiting you?
Looking into the sessions of our users and customers and checking how the trffic flows thorigh our site to see where our customers are having the pain points and reducing them
Glassbox Helpful but Needs Work
What do you like best about the product?
Ability to watch how users are interacting with the platform. This can help catch things that other datapoints and other product monitoring tools are not capturing.
What do you dislike about the product?
The user interface on the website is not very intuitive, sometimes watching replays is slow, and sharing session replays within the company doesn't always work.
What problems is the product solving and how is that benefiting you?
Identifying exactly what the user experienced in the app/on the platform.
How users feel
What do you like best about the product?
The fact that you can see exactly how the users interact with your website. gives us the ability to improve our services and provide a better usage of our system to our customers
What do you dislike about the product?
Show data older than 30 days. right now our retention policy does not allow me to extend beyond the 30 day period so there is a lot about the customer sessions which i cant see
What problems is the product solving and how is that benefiting you?
reducing the errors counts on our suite and upping the performance of our core web vitals in terms of system responsiveness we can also check JS errors and long CSS load times and AJAX failures
love the reports
What do you like best about the product?
I like the REPORTS tag best of all and it is my most highly used section of the tool. I appreciate how I can build and then automate the reports that I need to monitor. This feature makes my job a lot easier.
What do you dislike about the product?
I use Glassbox mostly to review web sessions in a specific area of our site. Sometimes it is difficult to navigate to the specific date/time a session occurred. I would like to see the search functions improved.
What problems is the product solving and how is that benefiting you?
viewing the web sessions of customers and seeing the trend of customer issues which they have such as errors or too long or not enough time spent in the site. we can see all of this and take the corrective action in our dev ops team
Great UI
What do you like best about the product?
The Glassbox User Interface is very powerful and give us the opportunity to quickly navigate through the tool and see where in our customer sessions to we need to pay our attention.
What do you dislike about the product?
The connection between the SESSION and the reports. It has not been clear to me how I we are required to navigate between the reports and the seperate sessions which we need to replay
What problems is the product solving and how is that benefiting you?
providing our customers and users with a good experience in the site so that they can see their service and open cases and take the right action with no human involvement required
wow - the heatmaps!
What do you like best about the product?
The glassbox heatmaps are wonderful and give me the opportunity to understand in the most granular manner how and where my customers are interacting on my webpage
What do you dislike about the product?
Propose more sessions to screen - propose a link to AB test that works. to many times we have these issues that these links dont work for us the way they should and take us to the wrong place
What problems is the product solving and how is that benefiting you?
verifying a happy customer joruney interacting with our web site and mobile app and addressing any issue we might have in speed time for the benefit of our customers
transparent monitoring
What do you like best about the product?
we are usingGlassbox today to better understand the places where our customer are encountering frictions in their mobile app or web site. once we find the issue we can replay the session and solve the problem
What do you dislike about the product?
I would be happy if Glassbox would have some more AI in the system which would do more predictive analytics on the customer journey. what they have today is great - but would be happy for more
What problems is the product solving and how is that benefiting you?
We are monitoring the user sessions and debugging all the problems we have in our website. we can today quickly trouble shoot the problems as we see them and in real-time and pay a better service to our end users
Meaningful UX
What do you like best about the product?
The user experience the solution provides me with is great . what works for me is that I can share the sessions with my teammates so that we can both work on a single source of truth
What do you dislike about the product?
Better tracking of the journey. Not all pages are mapped in the system and then it becomes challenging to follow after a customer's journey in our website and see exactly what was done
What problems is the product solving and how is that benefiting you?
Closing tickets much quicker and lowering the cost of fixing them as we can see where the errors are instead of spending so much time on reproducing them. the events also show what the issue was - so that great as well
I can see the customer experience
What do you like best about the product?
The place where Glassbox hits it home is in the accurate expression of our customer experience during their session in our site. The playback runs at different levels of speeds so we can jump to the issues which are in question very quickly
What do you dislike about the product?
In the expiring session, instead of getting that the session expired in 30 min it would make much more sense if you do it basis on the activity of the user in the system
What problems is the product solving and how is that benefiting you?
Playback of the sessions n viewing the heat maps of our pages and by this we can see where our customer spend their time and see if in general, there are areas which are problematic for our customer
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