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Clean UI
What do you like best about the product?
Have only been using Glassbox for a few days now but love how clean the user interface looks. It's easy to navigate. Also love how clicking certain element will automatically set desired filters, very user friendly
What do you dislike about the product?
Again, have been using Glassbox for a couple of days now, but have some issues with the Journey Map and getting meaningful analysis out of them. I woulud like an easier way to zoom in on specific URLs. Searching for them in the search does not seem to do the trick now
What problems is the product solving and how is that benefiting you?
we are able to reduce the frustration levels with our digital customers becasue we can fix any friction points on their joruneys before they turn in real and worthy problems
See exactly what is happening
What do you like best about the product?
I love being able to see exactly what the customer is seeing as well. Makes it easy to debug. This then gives us the option to fix the bugs and deliver a better digital experience to our customers
What do you dislike about the product?
Mobile reply sessions are challenging to replay sometimes. this could be an availability issue or maybe because the retention period has expired, on the other hand we do have the crash analytics which is great
What problems is the product solving and how is that benefiting you?
You can tell that the mobile app gives a higher level of engagement to our customers because of Glassbox. The UX and UI we now design and release is far better and give us better exposure
See what customer is seeing
What do you like best about the product?
What I like best is the recorded sessions to see exactly what the customer is seeing. This is especially helpful in identifying bugs/poor user experience which helps us taking our business further
What do you dislike about the product?
I'm not the most trained in Glassbox so this might just be a user issue/need more training. It's not intuitive how to set up reports, funnels, etc. Most of the time I need to copy someone's previous report and learn backwards how to setup. Also for recorded sessions, there are confusing gaps in the customer experience that I don't know if it's due to masking because of personal info, timeouts, etc.
What problems is the product solving and how is that benefiting you?
We are using Glassbox to better look into the areas in our customer joruney where our customers have a poor experiance or where the websites and app have bugs inside them
Traffic Flow
What do you like best about the product?
The traffic flow feature is really well done, especially the ability to add ""dimensions"" and see metrics for a page relatively to its position this helps us on goingly
What do you dislike about the product?
Keeping the same filters (and applications) between tabs would be great, it's really error-prone right now what this means is that we need to create them again which can take time
What problems is the product solving and how is that benefiting you?
Looking into the sessions of our users and customers and checking how the trffic flows thorigh our site to see where our customers are having the pain points and reducing them
Glassbox Helpful but Needs Work
What do you like best about the product?
Ability to watch how users are interacting with the platform. This can help catch things that other datapoints and other product monitoring tools are not capturing.
What do you dislike about the product?
The user interface on the website is not very intuitive, sometimes watching replays is slow, and sharing session replays within the company doesn't always work.
What problems is the product solving and how is that benefiting you?
Identifying exactly what the user experienced in the app/on the platform.
How users feel
What do you like best about the product?
The fact that you can see exactly how the users interact with your website. gives us the ability to improve our services and provide a better usage of our system to our customers
What do you dislike about the product?
Show data older than 30 days. right now our retention policy does not allow me to extend beyond the 30 day period so there is a lot about the customer sessions which i cant see
What problems is the product solving and how is that benefiting you?
reducing the errors counts on our suite and upping the performance of our core web vitals in terms of system responsiveness we can also check JS errors and long CSS load times and AJAX failures
love the reports
What do you like best about the product?
I like the REPORTS tag best of all and it is my most highly used section of the tool. I appreciate how I can build and then automate the reports that I need to monitor. This feature makes my job a lot easier.
What do you dislike about the product?
I use Glassbox mostly to review web sessions in a specific area of our site. Sometimes it is difficult to navigate to the specific date/time a session occurred. I would like to see the search functions improved.
What problems is the product solving and how is that benefiting you?
viewing the web sessions of customers and seeing the trend of customer issues which they have such as errors or too long or not enough time spent in the site. we can see all of this and take the corrective action in our dev ops team
Great UI
What do you like best about the product?
The Glassbox User Interface is very powerful and give us the opportunity to quickly navigate through the tool and see where in our customer sessions to we need to pay our attention.
What do you dislike about the product?
The connection between the SESSION and the reports. It has not been clear to me how I we are required to navigate between the reports and the seperate sessions which we need to replay
What problems is the product solving and how is that benefiting you?
providing our customers and users with a good experience in the site so that they can see their service and open cases and take the right action with no human involvement required
wow - the heatmaps!
What do you like best about the product?
The glassbox heatmaps are wonderful and give me the opportunity to understand in the most granular manner how and where my customers are interacting on my webpage.
What do you dislike about the product?
Propose more sessions to screen - propose a link to AB test that works. Too many times we have these issues where these links don't work for us the way they should and take us to the wrong place.
What problems is the product solving and how is that benefiting you?
Verifying a happy customer journey interacting with our website and mobile app and addressing any issues we might have in speed time for the benefit of our customers.
transparent monitoring
What do you like best about the product?
we are usingGlassbox today to better understand the places where our customer are encountering frictions in their mobile app or web site. once we find the issue we can replay the session and solve the problem
What do you dislike about the product?
I would be happy if Glassbox would have some more AI in the system which would do more predictive analytics on the customer journey. what they have today is great - but would be happy for more
What problems is the product solving and how is that benefiting you?
We are monitoring the user sessions and debugging all the problems we have in our website. we can today quickly trouble shoot the problems as we see them and in real-time and pay a better service to our end users
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