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Not as advertised
What do you like best about the product?
There are a ton of features embedded into Glassbox, down to the level of things like which Ajax calls are being sent when, and where exactly in the user journey errors are happening. The problem is - they spend too much time focusing on adding sexy new features and not enough time just getting the platform to work.
What do you dislike about the product?
I came to leave this review because Glassbox employees pointed me here to view all the great reviews of Glassbox, but it seems to me like they must have been planted.
First and foremost, I dont trust any of the data I see in the portal. For example - I would filter down to a certain parameter on a certain day, see some users, but then expand my date range to a week and see no users - how can there be fewer users in the whole week than just on Tuesday?
When I brought up all the bugs I was finding, the answer was frequencly "we're not sure" and then I would never hear back. They gave me 4-5 people to regularly talk to, but none of them seemed to actually do anything and I never even knew who to reach out to.
Getting set up was harder than it should have been - I didnt need any custom integrations, but somehow just adding the base script to my site didnt work and they had to do a ton of work to get my integration working. I run a simple php site and every other script I have used works fine out of the box (facebook pixel, hotjar, google analytics, etc).
I couldnt even add my own team members to the account - I had to contact them for this even though I had the seats - and more than once got locked out of my own account.
Seems more like vaporware to me.
First and foremost, I dont trust any of the data I see in the portal. For example - I would filter down to a certain parameter on a certain day, see some users, but then expand my date range to a week and see no users - how can there be fewer users in the whole week than just on Tuesday?
When I brought up all the bugs I was finding, the answer was frequencly "we're not sure" and then I would never hear back. They gave me 4-5 people to regularly talk to, but none of them seemed to actually do anything and I never even knew who to reach out to.
Getting set up was harder than it should have been - I didnt need any custom integrations, but somehow just adding the base script to my site didnt work and they had to do a ton of work to get my integration working. I run a simple php site and every other script I have used works fine out of the box (facebook pixel, hotjar, google analytics, etc).
I couldnt even add my own team members to the account - I had to contact them for this even though I had the seats - and more than once got locked out of my own account.
Seems more like vaporware to me.
What problems is the product solving and how is that benefiting you?
My main goals using Glassbox were to get in depth session replay where I could analyze journeys but also explore errors that certain users were facing (but most of the time I was never able to filter and find the issues I was looking for).
I also wanted to see user journey mapping, but turns out this is an expensive add on.
I also wanted to see user journey mapping, but turns out this is an expensive add on.
unparalleled digital experience
What do you like best about the product?
The solution offers unparalleled digital experience analytics and provides insights into user behavior across web and mobile applications.
What do you dislike about the product?
there's room for improvement in the documentation and more comprehensive guides.
What problems is the product solving and how is that benefiting you?
I use Glassbox to understand and solve reasons behind low conversion and customer abandonment
Seeing in Real Time
What do you like best about the product?
Being able to see what my customers do real time lets us resolve customer complaints as they happen
What do you dislike about the product?
The ease of search and speed there are many parameters and its hard to know which one goes where
What problems is the product solving and how is that benefiting you?
Getting a better customer experiance and resolving issues with our support team much faster
Ability to review sessions
What do you like best about the product?
The funnels have this invert search feature which allows us to create funnles from the augmented joruney map
What do you dislike about the product?
I really appreciate the funnelss and how they work, although I think you can improve on the funnel feature. Today I can generate random samples (5 at most) out of the step selected in the funnel. It would be great if you could add a tool where we can input the session URL and check if the URL is included or part of the step selected. This way, even without looking at other samples to check if they went the same way or encountered the same error, we can be confident that the URL we are investigating follows this step in the funnel.
What problems is the product solving and how is that benefiting you?
Wtih Glassbox we have been able to reduce the errors in our website and give our customers a better experiance when they arrive at our digital assest
watch user expierance
What do you like best about the product?
The ability to watch a user experience session and understand the pain points
What do you dislike about the product?
Sometimes it gets difficult to understand what a user was exactly trying to do
What problems is the product solving and how is that benefiting you?
diving into our app and site to find and eliminate all errors and better production support
great heat maps which work!
What do you like best about the product?
Able to see heat maps of key site pages which gives us a better view of our customer preferances
What do you dislike about the product?
not very user friendly, quite confusing understanding the filter options
What problems is the product solving and how is that benefiting you?
choosing a better site and better page design for our customers and better conversion
Session Replays are usefull
What do you like best about the product?
session replays are useful to see what users are doing especially layered with the technical, struggle issues so that we can go straight to the part of the replay were they occurred. We recently integrated with AB tasty and that's going to be super useful.
What do you dislike about the product?
reports are overly complicated to set up. Seems difficult to find the metrics to add to the report and the language used in the report builder is necessarily complicated. Often when creating a report, it will just say no data.
What problems is the product solving and how is that benefiting you?
This works very well with our A/B testing so that we can see the reasons behind why some tests work better for some users
Able to analyze
What do you like best about the product?
I'm able to analyze in detail how a specific page is doing
What do you dislike about the product?
I wish the icons were a bit more intuitive - maybe this can be fixxed
What problems is the product solving and how is that benefiting you?
Becuase I can see how a specific page is doing - I can perfect its performance and any JS errors it may have
See the user paths
What do you like best about the product?
I appreciate the options provided; I can drill down into each page and see the user paths that I want to see. I actually enjoy seeing the spots where our customers are having trouble, and figuring out what it takes to alleviate those pain points.
What do you dislike about the product?
I know that on my first visit, it wasn't clear where I needed to go to find what I was looking for. I was entering URL paths and coming up without results; it took me a few sessions to get comfortable with how to navigate.
What problems is the product solving and how is that benefiting you?
Quitting and leaving our site is always an issue when we cant find the reason behind it. we use Glassbox to locate those areas and reduce the customer abandonment
Helps is debugging Errors
What do you like best about the product?
it help in debugging error and replicate failures in my system
What do you dislike about the product?
i wish it would a bit simpler UI it can take some time to get use to it
What problems is the product solving and how is that benefiting you?
going around our site without knowing where the problems are can take a long time - so lucky we have Glassbox for this
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