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Straight forward
What do you like best about the product?
Straight forward and easiness of different types of reports (eg. interactions maps or recorded sessions).
What do you dislike about the product?
It could be super useful to have estimations of sales uplift or conversion uplift depending on which elements do you want to improve (clicks on specific buttons will increase x % of sales)
What problems is the product solving and how is that benefiting you?
taking away or at least lowering the frustration and pain from customers who wish to use our app or browsing our webstie getting better CX KPI
Showcase the results
What do you like best about the product?
Recorded sessions are wonderful. I love that I can go back, based on a certain URL and timeframe and find user sessions that showcase pain points (rage clicks or multiple clicks) and can save those sessions to notate for my team. I also love using the interaction maps.
What do you dislike about the product?
I definitely think there are ways to simplify the platform for use when setting filters. It can get confusing on what everything means or how to apply the filters. I've also run into issues with sessions not loading or the application crashing. Thankfully, I've run into that issue less frequently in the last year.
What problems is the product solving and how is that benefiting you?
Taking the customer joruney and learning from it so that can deliver a better service by reducing the pain points
Interaction Maps
What do you like best about the product?
I am very fond of the Interaction maps which show me where my customers are spending their time in our site
What do you dislike about the product?
Glassbox is really great from a high level review. no problems or issues to report upon
What problems is the product solving and how is that benefiting you?
Looking into how our users are interacting with our site and where they are spending there time helps us in building better contnet.
Session Replay
What do you like best about the product?
I love the session replay tool, it has very detailed infomation about the customer activity and experiance
What do you dislike about the product?
Would be very helpfull if I was able to search by text in the UI
What problems is the product solving and how is that benefiting you?
Not being able to see where our customers were being held due to the site not working for them was preventing us giving them the experianced they were entitled to, No we can!
Privtae Investigation
What do you like best about the product?
Glassbox is very powerfull for investigations which we need to perform on our site
What do you dislike about the product?
The UI could be simplified to make it easier to use particularly for new users who are unfamiliar with the product
What problems is the product solving and how is that benefiting you?
Searching the various directions our customers may be taking on the quest to provide a better exp as part of our service. with a much better opp efficiency.
Reduce potential errors
What do you like best about the product?
the ability to view what our members see online, for potential errors
What do you dislike about the product?
providing more than 90-days worth of search history. having more APP sessions recorded.
What problems is the product solving and how is that benefiting you?
Optimizing our site for our customers and reducing the number of defects in it so that the service we provide is of a great value
Great for understanding CX
What do you like best about the product?
Glassbox is great for understanding our users experience. We can see if our changes have the impact that we expect by walking through their session with them.
What do you dislike about the product?
The filtering UI is not always intuitive. If the filters were showed explicitly (like in Datadog) then users of Glassbox can quickly understand the view they are looking at (this could be super when sharing views as well!).
What problems is the product solving and how is that benefiting you?
We fix the bugs and erros our customers expiernace and give them the best joruney they could wish for!
Powerful Strategic Tool
What do you like best about the product?
The various ways to search for sessions is useful. The ability to pin sessions and save them for later access is also appreciated.
What do you dislike about the product?
Would like the ability to access sessions further back in time. For my purposes, I sometimes need to access older sessions from maybe 1 or 2 years ago as part of the investigatino.
What problems is the product solving and how is that benefiting you?
Viewing customer sessions for looking for friction points across their joruney and solving them
Great app!
What do you like best about the product?
Easy platform, i can navigate quick, elaborate on things, add filters and more
What do you dislike about the product?
Nothing currently, everything works well
What problems is the product solving and how is that benefiting you?
Good view on user activity
Tracking conversion pathways
What do you like best about the product?
I like being able to track user conversion pathways, see moments of struggle in the UI, and build a narrative around user needs based on real interactions.
What do you dislike about the product?
I'm getting into reporting directly in Glassbox so I'd like to see more ready-made report options.
What problems is the product solving and how is that benefiting you?
Tracking the conversion paths enables us to focus our efforts on resolving errors in the most meaningfull paths for our customers
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