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Understanding User Struggles
What do you like best about the product?
I like it's core feature to go through the sessions and provide a solution
What do you dislike about the product?
The reports can be a bit tricky to understand for a beginner
What problems is the product solving and how is that benefiting you?
It helps us understand user struggles, pain points, drop off points, hesitation, unclear member intent, and behavior patterns
Navigation is as smooth as butter
What do you like best about the product?
The software is easy to navigate, options and features are clear as well. I appreciate the additional search functions.
What do you dislike about the product?
The default retention for keeping session replays is short.
What problems is the product solving and how is that benefiting you?
Glassbox allows me to evaluate data, trends, and customer usage.
Exact user journey
What do you like best about the product?
I love that we can see the exact user journeys that generate errors and can quickly fix them, rather than hunt through all our codebase
What do you dislike about the product?
The onboarding can take some time - and it takes time to get to used to the GUI
What problems is the product solving and how is that benefiting you?
With analytics data we knew what was happening, but not why it was happening. With Glassbox we can quickly identify sub-optimal journeys for our customers, improve them and increase the conversion to sale for out core journeys
Experience with Glassbox
What do you like best about the product?
I think the most helpful thing about Glassbox is that it allows you to see more your customer is needing assistance with
What do you dislike about the product?
Sometimes glassbox is finicky. It can cause some frustration
What problems is the product solving and how is that benefiting you?
Glassbox is solving the barrier of not being able to see what the user is experiencing.
Diagnose
What do you like best about the product?
the ability to quickly find meaningful sessions to diagnose issues on our sites
What do you dislike about the product?
I would like to have more usage of the AI features
What problems is the product solving and how is that benefiting you?
when we detect an anomaly we are able to see the actual experiences customers are having
What the user says
What do you like best about the product?
Glassbox allows me to see exactly what the users saw. There's no more guessing or trying to blindly replicate an issue.
What do you dislike about the product?
on thinking about it - better access to the reports
What problems is the product solving and how is that benefiting you?
The issues I am solving are specific to healthcare providers. I verify that providers are utilizing self service options within the portal and that the information being supplied to the provider is accurate and transparent.
Great Reporting
What do you like best about the product?
Reporting mechanism, and liberty to create funnels for more personalized and detailed reports.
What do you dislike about the product?
Retention of session could be for longer and would help us as well
What problems is the product solving and how is that benefiting you?
Improving User experience and monitoring failure points.
Quick and easy
What do you like best about the product?
i love the fact that i can get a quick and easy read on my customers habbits and see if there is anything out of the ordinary at first glance
What do you dislike about the product?
More training and customer meetings to hear our feedbacks
What problems is the product solving and how is that benefiting you?
I workd for the fraud department so i can automatically see what provider my customers uses and if i see another country that is a bing indication that there was fraud activity
Insights that work!
What do you like best about the product?
Being able to see the full connections and their locations for our day to day role this helps us submit the correct response
What do you dislike about the product?
Would like more information on future releases and the expected functionality which is down the road
What problems is the product solving and how is that benefiting you?
Our team work in fraud so we are able to use glassbox to determine if a connection was made in a different state/country during the time of the upgrade that was being placed.
Easy tool to use
What do you like best about the product?
the ease of this tool - it is very apparent where everything is and how to use it - and the session details appear in context
What do you dislike about the product?
I would like to see more alerts which are connected to fraud or risk issues
What problems is the product solving and how is that benefiting you?
fraudulent activity /saving company money
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