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The fast track investigation
What do you like best about the product?
Its a quick and instant fast track for an investigation of a customer's session with real-time data. The proof here is in the pudding as we can replay a session and prove the issues a customer may be experiencing as part of their journey
What do you dislike about the product?
It would be great to be able to see data/stats on a more extended period of time. Being able to compare months over months or even year over year. For example, how many errors did users get in 2022 compared to 2021.
What problems is the product solving and how is that benefiting you?
Improving our web site in terms of its usability and the stability that it provides our customers. it now takes less time to reproduce errors of all kind and when we show this to the DevOps they can quicly take action
Great features
What do you like best about the product?
I like the new features and also the carryover from legacy capabilities. The replay feature is the most critical one because it shows us the locations of the customer struggles in the sessions which we can jump to
What do you dislike about the product?
An improvement could be the ability to do monitoring and other capabilities by specific user id. That would be critical so that one can truly understand what a specific customer experienced especially if that customer is being used as a primary example for a use case.
What problems is the product solving and how is that benefiting you?
Monitoring the experience of users and understanding the impact errors have on our user behavior mean we can better prioritize our work and resources so that we don't waste any time
The user's perspective
What do you like best about the product?
The thing about Glassbox which I appreciate the most, is the ability to watch the web and mobile sessions from a user's perspective. this means we can see exactly what the user intended to do in our app and develop a next version to better answer his or her requests in the future
What do you dislike about the product?
what I would be happy to see in the future in the Glassbox tool is that when we are making a funnel, you could easily copy and page segments it would be really helpful. maybe this is something which could be done in the funnel stuido
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What problems is the product solving and how is that benefiting you?
Looking into the intentions of our customers and better getting a grasp on their digital behavior means we can create and introduce new features in our digital assets which would make their life easier.
Ability to Gain Insights
What do you like best about the product?
I like having the ability to gain insights by watching how users navigate our web pages. Specifically, I like being able to use the filters to watch the specific actions and pages that I want to see used.
What do you dislike about the product?
Onboarding and learning how to navigate the site can be difficult. You do a good job of helping with the onboarding process and being available to teach us how to use it, but it is rather complicated and difficult to understand initially.
What problems is the product solving and how is that benefiting you?
Glassbox is being used to validate our assumptions about where our site is suffering from errors due to slow page load time or becasue there arebugs which are across the site and prevent our customers in doing what they want
Detailed Reporting
What do you like best about the product?
Detailed reporting, including the performance reports, shows me the response time of my web pages and the performance of the core web vital metrics and their attachment to revenue
What do you dislike about the product?
The color coding in the reports can be improved currently it is ambiguous in some time so its hard to determine what needs our attention right now and which errors can wait for later
What problems is the product solving and how is that benefiting you?
on-boarding of customers to their policy in their site can take time as customers are not quite sure how to navigate this digital asset ( this is true with seniors as well) with Glassbox you can better understand where people get stuck
Super Interface
What do you like best about the product?
The heatmaps allow us to compare different views in a side-by-side mode. We can also see the revenue opportunity of dropoff so and where our user is having trouble in obtaining information
What do you dislike about the product?
The historical retention of the data of the sessions and interactions is something that is somewhat of a problem for us. This is because we like to look back into sessions in the past to understand changes in the customer behavior
What problems is the product solving and how is that benefiting you?
we use solve the lead cost and optimization of our campaigns so that we get the right people landing on the right places in our website and they have a sessions which is not powedered with errors and bugs
i love the interface.
What do you like best about the product?
The glass box interface makes it easy to quickly get to the areas in the application and our customer replays which I need to look into. I also am particularly fond of the funnel studio, where i can create customized queries
What do you dislike about the product?
The simplicity of the app is something that is wanting. I get the fact that there are many capabilities and things you can do with it but making it more easier would go a long way
What problems is the product solving and how is that benefiting you?
getting closer to our customers and having the site working for their needs so that they can find what they are looking for. we have been lowering the dropoff of frustrated customers and are fixing the dead areas in the digital store.
very helpful playback sessions
What do you like best about the product?
I really like the playback sessions as they are helpful with my customer interactions. This is because I can tell where site is broken and where my users are having any issues
What do you dislike about the product?
I would like to see a live view instead of a previously recorded online login. There is currently a delay between the live view and the session appearing in the console
What problems is the product solving and how is that benefiting you?
for offering a better insurance purchase experience reducing the number of areas people may encounter and optimizing the website and mobile application to drive engagement
Easy to view
What do you like best about the product?
I like the easy-to-view and understand charts. Some solutions give the information in a very complicated way which is hard to digest and share with counter pats in the org. With Glassbox the information is easily digestible
What do you dislike about the product?
Frankly, I cant think of any ways or specific problems at this point. Glassbox does as it promised when first deployed and the work with the business insight team has exposed to many opportunities
What problems is the product solving and how is that benefiting you?
We are using Glassbox to identify issues in the customer's booking journey in our website. We can see the paths they take between point A and point B and better understand if there are any complex stages and bugs
The page analysis dashboard.
What do you like best about the product?
In Glassbox, the feature and, from my perspective, the critical capability would have to be the page analysis dashboard.I find it very easy to have an overview of how pages are performing
What do you dislike about the product?
Page previews and recordings don't always relate to the page which I'm analysing, which makes me believe page grouping is a bit off at times. I understand there is some AI grouping but its bumpy
What problems is the product solving and how is that benefiting you?
We are using Glassbox to help our customers with the booking process and looking into their journey so that we can better identify the friction places in their session where they have a clunky experience
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