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Troubleshoot in real time
What do you like best about the product?
I like that I can troubleshoot real time issues customers are facing by seeing where they are clicking and what errors they are getting
What do you dislike about the product?
there is a lot to do on the site and it can be overwhelming at first. Having a video with instructions for the best way to find the page you are looking for or an easy way to filter for pages that exist
What problems is the product solving and how is that benefiting you?
Troubleshooting our customer issues which they encounter and helping them in their journey. This helps us in being more productive in our work
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Deep linking from quailtrics
What do you like best about the product?
The Deepl linking from Qualitrics allows us to navigate from a feedback directly to the session
What do you dislike about the product?
The issue I have are with the Support responses and datadog integration
What problems is the product solving and how is that benefiting you?
Using Glasbox for customer support and navigating from CS requests to the specific sessions
Strong AI
What do you like best about the product?
struggle scores and the AI stuff which helps us pinpoint areas of focus
What do you dislike about the product?
its not super intuitive how it all fits together -may be a long learning campagin
What problems is the product solving and how is that benefiting you?
Looking at the user sessions and seeing the reasons behind them abandoning their sessions such as experience issues and dead clicks
Session Recording and Replay
What do you like best about the product?
The session recording and replay is very powerful. while using it we can see IP locations and points of frustration in our customers sessions
What do you dislike about the product?
I would be very glad if you were to make the solution more user friendly - so that people could get up and running much faster
What problems is the product solving and how is that benefiting you?
Looking into the customer sessions and seeing them according to IP locsations and devices so that we can see if there are errors which are specific to certain areas
What's happening
What do you like best about the product?
The visibility into what's happening on the app and how people are using it.
What do you dislike about the product?
I don't think I've gotten deep enough to make recommendations yet. =) all looks good at this stage
What problems is the product solving and how is that benefiting you?
looking for any place where a user might be getting annoyed because our site failed to work
Session Replay Rules
What do you like best about the product?
Glassbox most powerful feature is the session replay it has all details of a users session and doesnt miss any event
What do you dislike about the product?
It would be most helpful if the system had more intuitive tool for javascript debugging
What problems is the product solving and how is that benefiting you?
Debugging our website and reducing time to fix
multiple options
What do you like best about the product?
The ability to have multiple options to view customer journeys, heat maps, recordings etc..
What do you dislike about the product?
Some recording issues and stutters, but unsure if that is from your end or my workplace
What problems is the product solving and how is that benefiting you?
We look into the customer journey in our website and see the areas where they are having the most pain
Actual session recording
What do you like best about the product?
Glassbox's best feature is the actual session recording which we use a lot to identify users' behavior, how they are interacting with the site, what are the struggles users are facing, etc.
What do you dislike about the product?
Having the capability for the new attributes or actions to be retro-active.
What problems is the product solving and how is that benefiting you?
Probing into sessions of users to see and locate the issues which may be occurring on the site's domain
Providing Alerts
What do you like best about the product?
The exposure maps - scroll depth and fold line shows us where the people are spending their time and effort on the site
What do you dislike about the product?
Providing alert/error feedback more. For example, if I enter a date range which is too big, I'm not told that specifically. It just says a generic message.
What problems is the product solving and how is that benefiting you?
Searching for playbacks on the web visits and validating there are no errors for customers
Defined Pages Are great
What do you like best about the product?
Interaction Maps and Defined Pages work very well and reveal to us our customers experiance
What do you dislike about the product?
Zones and names of elements on the right hand side on Interaction Maps - are not always accurate four us to make conclusions
What problems is the product solving and how is that benefiting you?
We are looking into seeing where our customer leave the site or contact us because it is not working properly
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