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Great addition to Adobe
What do you like best about the product?
I LOVE the ability to actually watch sessions to see what customers are doing on the app or website. adobe works in aggregate but you miss the insights for WHY the customer is dropping off. seeing them struggle on certain features or designs lets us focus on the right thing.
What do you dislike about the product?
ere's my ask for a fix: i cannot easily find pages within the experience and watch issues on them. it's a pain in the ass - and if it were easier my team and i would use glassbox a TON more.
What problems is the product solving and how is that benefiting you?
My team primarily uses glass box for troubleshooting and prioritizing fixes. Frequently we'll get qualitative feedback around an issue, but customers don't have the right words for what's actually broken. we tie the sesssion to feedback and use that to watch what's actually happening. this also acts as 'evidence' for the engineering teams to diagnose what calls are failing etc.
AI Filters
What do you like best about the product?
The thing I like the most about glass box is the ability to easily search for sessions using ai filters. This makes navigating sessions much easier
What do you dislike about the product?
It seems when I enter a query that the ai doesn't like for filtering it just says request failed with no context, cleaning that up may be beneficial and saying why the request failed
What problems is the product solving and how is that benefiting you?
Going after the customer problems in the site and solving them this also has a positve impact on our customer support team
Very Insightful
What do you like best about the product?
I love how I can see what the time was for each page the card member was on. Also I love the efficiency of Glass box. I also like the pause and play feature. Also the fact that you can share the session. Glass box makes my day and job so much easier. i love Glass box!
What do you dislike about the product?
Very powewful tool which helps me in my day to day
What problems is the product solving and how is that benefiting you?
I solve problems for customers everyday using Glass box. Customers face many problems every day. Some problems they face is the fact that they are alone and don't have any one to assist them. By using glass box, I am able to give the customer an extra pair of eyes on the situation at hand. Using glass box allows the customer to have help in a new innovative way.
Love it!
What do you like best about the product?
love being able to understand our customers and how the interact with the website/app. Allows to implement new ideas to create a more frictionless and seamless experience
What do you dislike about the product?
takes time to get familar with the solution
What problems is the product solving and how is that benefiting you?
Finding where our customers are having pain and struggle points across the funnel.
Great Filters
What do you like best about the product?
The best part is being able to filter down recordings to watch on site interactions that are relevant to what i'm looking for
What do you dislike about the product?
Our glassbox will not load previous sessions for more than past week. If we do more than past week it glitches. If we could improve this, it would help me alot
What problems is the product solving and how is that benefiting you?
Keeping track of where customers are having issues with their bookings and clearing the path for them so that they can be self sufficient
Clear Design
What do you like best about the product?
I really love the clear design of the Glassbox interface which enables me to quickly understand where I need to focus
What do you dislike about the product?
We still require our APM tool as Glassbox does not provide us with inisghts on our server performance
What problems is the product solving and how is that benefiting you?
Helping customers by seeing what is happening on their end, and what they happen to be clicking on. It truly makes it easier when you can see what's going on instead of the customer telling you , when they may not even know what they are talking about.
Simple
What do you like best about the product?
I like how simple it is to use and find sessions
What do you dislike about the product?
A great deal of data which can sometimes be overwhelming
What problems is the product solving and how is that benefiting you?
I am solving log in problems and account navigation and making sure our customers get a good expereriance
determine customer pain points
What do you like best about the product?
I like viewing the Recorded Sessions as I'm interested in the customer journey for my product and want to use this tool to determine customer pain points and frictions
What do you dislike about the product?
Solution works as described and nothing out of the ordinery. It provides us with insights on customer friction points
What problems is the product solving and how is that benefiting you?
I want to better understand what customers see on MBOL and CBOL on various flows, such as credit card application, making a payment, redeeming ThankYou points, or taking a lending product
Quick Visuals
What do you like best about the product?
I really like the
Quick visuals of where people are clicking. This helps us to identify any friction between their experience and how the site is operating
Quick visuals of where people are clicking. This helps us to identify any friction between their experience and how the site is operating
What do you dislike about the product?
Would prefer if there was a roll up of where struggles are happening or calling out those people so we could dive deeper. Also a recording that pulls multiples together/journey
What problems is the product solving and how is that benefiting you?
Searching for the friction points and solving them and finding how we can provide our customers with a better experience
Easy developer tool
What do you like best about the product?
The easeness of review the data and how organized every tab is.
What do you dislike about the product?
There is no tutorial videos for better understanding of the information.
What problems is the product solving and how is that benefiting you?
Showing me the flows in different paths we handle in the company
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