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Easy to view
What do you like best about the product?
I like the easy-to-view and understand charts. Some solutions give the information in a very complicated way which is hard to digest and share with counter pats in the org. With Glassbox the information is easily digestible
What do you dislike about the product?
Frankly, I cant think of any ways or specific problems at this point. Glassbox does as it promised when first deployed and the work with the business insight team has exposed to many opportunities
What problems is the product solving and how is that benefiting you?
We are using Glassbox to identify issues in the customer's booking journey in our website. We can see the paths they take between point A and point B and better understand if there are any complex stages and bugs
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The page analysis dashboard.
What do you like best about the product?
In Glassbox, the feature and, from my perspective, the critical capability would have to be the page analysis dashboard.I find it very easy to have an overview of how pages are performing
What do you dislike about the product?
Page previews and recordings don't always relate to the page which I'm analysing, which makes me believe page grouping is a bit off at times. I understand there is some AI grouping but its bumpy
What problems is the product solving and how is that benefiting you?
We are using Glassbox to help our customers with the booking process and looking into their journey so that we can better identify the friction places in their session where they have a clunky experience
I like the Page Journey
What do you like best about the product?
I like the Page Journey feature and the functionality to see recorded sessions. The good thing is that we can navigate from the node in the page journey to the specific sessions
What do you dislike about the product?
Ease of use - even when using the page Joruney, there are so many indicators for abandonment and of struggles you need to focus on what you need; otherwise it can be overwhelming
What problems is the product solving and how is that benefiting you?
Moving from the view of all our customer sessions in the augmented journey map and navigating to the actual sessions where there are struggles so such as zoom in and out and screen rotation
Like the conversion funnels
What do you like best about the product?
The conversion funnels and reports are by far the best capability of Glassbox. I use the funnels to filter sessions that are of business interest in terms of the user activity and engagement.
What do you dislike about the product?
We have had the case where the session recordings get stuck a lot in the middle of the playback - this could be because of the session length and the possibly the Internet connection
What problems is the product solving and how is that benefiting you?
Increasing the conversion rate of our customers and enabling to perform all the actions they wish to take digitally on the website or mobile app so that there are no issues
Recording Interface of GB
What do you like best about the product?
The Recording UI and UX is quite intuitive. The Session Replay gives us the option to speed up sessions so that we do not waste any of valuable time on watching the mundane data, but rather we can jump directly to the places of interest for us
What do you dislike about the product?
Integration with Other tools like Qualtrics to GB integrations or Adobe to GB integration. It seems that there could be more value here which we are not getting
What problems is the product solving and how is that benefiting you?
looking into the customer sessions and filtering them based on customer struggles and bugs. we then input this information to our Dev-Ops teams and they can quickly reproduce the issues and have them resovled
insight into our user behaviour
What do you like best about the product?
The recorded sessions that give us an insight into the user behavior help to show where our customers are moving between the pages on our site. We can see where they zoom in and out and where there are dead clicks
What do you dislike about the product?
The user interface is tough to comprehend..so a better, more intuitive UI is needed. It can honestly take me some time to understand what to do first in the system
What problems is the product solving and how is that benefiting you?
Minimizing the calls into our contact center as a result of people getting frustrated with the digital experience and calling in the contact center for manual assistance
Study the customer journey with Glassbox
What do you like best about the product?
I like that Glassbox allows me to gain valuable insight into the customer journey and how page design flaws affect consumer behavior. By using the Trip Maps, I am able to measure our site's Core Web Vital (CWV), specifically the Largest Contentful Paint, which is a critical part of determining SEO placement on mobile devices. In addition, using GlassBox gives us visibility into user-generated data, such as correlating CWV score with revenue, so we can explain certain tasks with value and why investing in website improvement should be prioritized within projects.
What do you dislike about the product?
I appreciate the connection between Glassbox and Google Data Studio, but I think it could be improved. While adding difficulty ratings to our site's dashboards through Google Data Studio is valuable, users should also have access to this information when they come to us from various forms of ad clicks without having to manually search for it in third-party applications.
What problems is the product solving and how is that benefiting you?
By using Glassbox technology, we are able to more quickly identify and resolve any issues within our website or mobile application.
The Page Journey
What do you like best about the product?
The journey map of glass box gives us an accurate picture of all our customer sessions in our website and the reason behind their abandonment - so if the are a chunk of sessions which left, we can tell where and why
What do you dislike about the product?
Overall, the interface could be more intuitive. Including an AI-driven Insights tool would be useful. I understand this is something which is being worked on as well
What problems is the product solving and how is that benefiting you?
Reducing the number of customers who leave our website due to a technical issue such as it not loading fast enough or having other problems in their journey, which we can now see
Great session recording platform to understand how your customers actually engage with your site!
What do you like best about the product?
Great session replay and user analytics that provides insight from improving UX and Product decisions. See what users actually do instead of what they say to drive more acquisitions, conversions, and engagement on your site.
What do you dislike about the product?
There are some privacy concerns around what information is captured and how securely it can be stored for companies such as ours that may need to capture PII information for customer onboarding flows.
What problems is the product solving and how is that benefiting you?
With a lean team, we needed insight into what our users are doing on our site and where they are dropping off - beyond just looking at bounce rates we needed to understand where to improve the user experience and where their attention was.
In depth details
What do you like best about the product?
The in-depth detailed analysis and freedom of choice on what to track/monitor and analyse. The insights we get from the solution regarding struggles and failure have saved a great deal of time and money
What do you dislike about the product?
So far I have not seen anything I have complaints about
What problems is the product solving and how is that benefiting you?
Promoting our digital site and have our customers use it rather to go in store - so that the digital adoption is at a much higher level and customers are happy about their experience.
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