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Pause & Rewind
What do you like best about the product?
I like that you can pause, rewind or fast forward the session without it starting over completely. this saves us a great deal of time when we are looking into the sessions
What do you dislike about the product?
Finding the actual video. sometimes the loan number works most of the times it does not. I have to go into another source to grad the interaction ID and use that without the loan number, sometimes you need both. Using the email address that the client uses to log into would suffice.
What problems is the product solving and how is that benefiting you?
Looking for the loan numbers and replay the sessions to look for potential customer problems in the loan which they were facing , then wecan take care and fix the problem for the future
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Love the heat maps !
What do you like best about the product?
heat map discussions with my product team. These productive and fruitful discussions help us in focusing our attention on what needs to be developed in our app. for our customers
What do you dislike about the product?
There is an issue with the mobile app visibility. lots of blank screens which means we cant see many of what our customers are going though. this raises its own problems
What problems is the product solving and how is that benefiting you?
Developing our mobile app so that it is engaging for our customers. introducingnew capabilities on a continous basis which our customers can engage with and have value from them
Solid Session Replay
What do you like best about the product?
I am really happy with the session replay capability the Glassbox solution has to offer my company and the way we use is giving us value in supporting our customers
What do you dislike about the product?
The Interaction Maps could be better as they can be confusing to use and dont show always the exact picture that our customer has and this is sometimes an issues for us
What problems is the product solving and how is that benefiting you?
Supporting our customers and reducing the time is takes us to solve customer frustrations with our site so that they enjoy where they are coming to and visit us again
The functionality
What do you like best about the product?
the functionality of being able to use and see so many categories at once which helps us in getting to the issues we are trying to address much quicker as we can see the right sessions
What do you dislike about the product?
Make it so we can get results for more than just a month in the past. This could be a retention issue but is very important to us and it would be great if it could be solved.
What problems is the product solving and how is that benefiting you?
Locate the places in the website which are hard for customers to interact with and fix them. keeping our customers engaged and providing them with the information they need
Powerful API Responses
What do you like best about the product?
I like being able to see the API responses to that I get a better understanding of what is happening on our site when a user takes an action. this can aid me in perfecting our site
What do you dislike about the product?
it's hard to get a straight answer when there's a technical issue relating to why glassbox isn't doing something we expect it to this can sometime cause frustration
What problems is the product solving and how is that benefiting you?
Identifying API errors and fixing them seeing where AJAX errors are holding back the performance and the experience of the site and of our customers and having a better engagement
Good Navigation to sessions
What do you like best about the product?
Glassboxgive us a customer experience analytics platform that allows us to gain insights into how our customers interact with our website or mobile app. One of the key features of Glassbox is its navigation capabilities, which provide powerful tools for us to understand and optimize our customer journey.
What do you dislike about the product?
One of the key features of Glassbox Analytics is its ability to capture and replay customer sessions, allowing us to see exactly how customers interact with their site or app. This level of visibility can help us to identify areas where users struggle or experience friction, enabling them to make targeted improvements to improve the overall user experience. I would be happy if there more analytics
What problems is the product solving and how is that benefiting you?
We use Glassbox to understand how our customers are using our website and where they have problems in completing forms and other issues which they may have, it takes us less time to find issues
Range of data and perspective
What do you like best about the product?
I really like the range of data that is returned. It allows me to make accurate decisions after analyzing the data returned and based on that give my customers a better
What do you dislike about the product?
I would love easier column management/reorder ability. it takes me long time to order and sort the columns of data so that I get the results I need and the understadning of what needs to be done
What problems is the product solving and how is that benefiting you?
We seek out the sessions where our customers have had bugs and not achieving what they wanted to do as part of their booking process this helps us in providing them a better experience
Everything about your customer experience !
What do you like best about the product?
Glassbox is a powerful tool for businesses and we use it to gain insights into our customer behavior and optimize their digital experiences. Its ability to capture every user interaction on a website or app, including mouse movements, clicks, and keystrokes, allows us to understand user behavior in detail. I addition and identify pain points in their digital experiences.
What do you dislike about the product?
While we use Glassbox as a powerful tool for our businesses to gain insights into customer behavior, there are some areas where its reporting capabilities could be improved. One potential improvement could be to provide more customizable reporting options for us. Currently, Glassbox offers pre-built reports that provide us with those valuable insights into our user behavior, unforuntatle our business has unique reporting needs that require more flexibility in how data is presented and analyzed
What problems is the product solving and how is that benefiting you?
One way to use interaction maps is to identify patterns in user behavior. By analyzing the way our user works on the site - via the map, we can identify the most common paths that users take on their website or app, as well as any dead-ends or areas where they are dropping off. This information can be used to optimize the user experience and improve conversion rates.
Looking at customer web sessions
What do you like best about the product?
I can look at customers' web sessions, which allows us to see if they made a mistake or if it was on our end. We can then decide what needs to be fixed - our site or helping the customer
What do you dislike about the product?
Perhaps a bit more in terms of user-friendliness. That said, I haven’t received any proper training from my company and only used glassbox for very limited purposes.
What problems is the product solving and how is that benefiting you?
I use glassbox to support or web surfing customers who go into our online website and are can not or have difficulty in performing what they came for - I can see what the issue is that they are encoutnering
Page Journey Rocks!
What do you like best about the product?
page journey map & ability to set up bespoke reports, which are then used by our teams to capture those places in the page from where our customers are coming from
What do you dislike about the product?
More use case examples as part of onboarding and training so that we can get to be affiliated with the product faster rather than this trial and error which takes us time
What problems is the product solving and how is that benefiting you?
Getting to better understand which pages and journeys do our customers go through and where they spend the bulk of their time and our site - this helps us to better design our site
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