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Ability to get a better view
What do you like best about the product?
The ability to get a better view of what people are doing on the app/website. This is proving to be extremely valuable to us as we move forward and this is proving valuable to our customers
What do you dislike about the product?
Loading times can be very long for certain things and this impacts our investigations as it takes a considerable amount of time to complete the queries which we have
What problems is the product solving and how is that benefiting you?
Viewing customer sessions and replaying there experience to understand where they have trouble in completing their tasks and by this providing them with a better service
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Great to dive into user sessions
What do you like best about the product?
I like the ability to dive into user sessions and see the steps they took when encountering a issue/crash. this helps us to understand where the issues are and imporve the CX
What do you dislike about the product?
The mobile box and other dashboards can be confusing to navigate. Also, querying for specific events / bits of data on the screen can be challenging because you have to query for the correct type. Free-style querying isn't always accurate, as it shows unrelated sessions.
What problems is the product solving and how is that benefiting you?
Solving customer crashes and by this giving them a better experience when they are using our mobile app. also better seeing what and how our customers navigate through the app.
Love using the Interaction Maps
What do you like best about the product?
The most powerful features I use in Glassbx are. Interaction maps, revenue breakdowns, and session replays. I use them every time I go into the system and they work great
What do you dislike about the product?
I think it can be terminology such as exposure, zones, clicks, etc can be confusing - it toom me some time to get my mind wrapped around these concepts so it wasnt easy
What problems is the product solving and how is that benefiting you?
we are using Glassbox to understand where and why customers are leaving our website and in order to solve site issue quicker - we can do this by reproduincg the session
This tool is so cool!
What do you like best about the product?
I appreciate the level of detail provided by GlassBox, with its clearly labeled information and date/time stamp. This allows for easy organization and efficient searching of recordings, making it a valuable tool for monitoring and analyzing user behavior.
What do you dislike about the product?
The scroll button of GlassBox could benefit from some improvements, as well as the Fast Forward feature. Although the x4 and x10 speed options are available, they do not seem to bring a significant difference in terms of functionality and user experience."
What problems is the product solving and how is that benefiting you?
Glassbox is a customer experience analytics tool used to monitor and analyze user behavior on digital platforms such as websites and mobile apps. It allows us to capture and replay user sessions, including mouse movements, clicks, and keystrokes, to gain insights into the user experience and identify areas for improvement. Some common use cases for Glassbox include improving the checkout process, optimizing website navigation, resolving technical issues, and providing real-time support to users.
Great solution for identifying errors and struggles
What do you like best about the product?
I like the recorded sessions element the most. The ability to view recordings which identify errors and struggles and be able to search for specific aspects of that are really useful to identify where users are struggling with a process
What do you dislike about the product?
I have noticed some small issues, one of them was being timed out after sometime, clicking the 'login' button, but the page just gets in a loop where it has to be closed and re-opened again. The amount of sessions in a funnel can also change slightly after a refresh, where it will sometimes decrease slightly when, if anything, it should increase slightly as more sessions are recorded.
What problems is the product solving and how is that benefiting you?
We use Glassbox to locate where our customers are having issues with our website and how it is working for them. we can replay the videos of the session and see how our customer has experienced them
Video playback of customer sessions
What do you like best about the product?
I love the Video playback of customer sessions with specifics on error messages to understand the customer experience. This allows us to provide our customers with a better website
What do you dislike about the product?
If possible, it would be nice to be able to scroll on the customer's screen even if it's not what they are currently viewing in their session. This would go a long way for me
What problems is the product solving and how is that benefiting you?
Improving our site to identify which parts have errors and are not working as planned for our customers so that they leave before completing their tasks. Now we can tell where this is happening
Strong Interaction Maps
What do you like best about the product?
Interaction Maps are proving to be very powerful and important to us. We use them on an on-going basis and are very happy with them as they have a high business benefit
What do you dislike about the product?
We would love to be able to provide a generic interaction map which is the sum of all interactions (rather than just a table and a sample map) this would be very important
What problems is the product solving and how is that benefiting you?
Identifying where our customers are spending the bulk of their browsing efforts. We can see the experience as the customer has it and continues to improve it, which is great
Understanding Customer Experience
What do you like best about the product?
Being able to understand a customers experience is important, when we have an issue Jason is so quick to assist. this is really powerful for our usage and we use it alot
What do you dislike about the product?
I feel like my team gets "session not found" many times, more than i would like. I always reach out and someone assists however I like to think i am technically proficient, however sometimes it is challenging even for me.
What problems is the product solving and how is that benefiting you?
we use Glassbox on an on an ongoing basis to improve our customers experiance when they are navigating our site and using it to fix the issues which could be technical or not when they navigate it
Love the page finder
What do you like best about the product?
Glassbox's page finder feature is a powerful tool for understanding customer behavior on a website. It allows you to easily search and filter through customer interactions to identify specific pages and interactions of interest. The page finder's user interface is very user-friendly, and it allows you to search for pages by URL, title, or any other custom attribute. The feature also enables you to view customer interactions on a specific page in real-time, which is especially useful for identifying and resolving issues quickly. Overall, Glassbox's page finder is an essential feature for any product manager looking to gain a deeper understanding of customer behavior on their website. It is intuitive, easy to use and can help to quickly identify pain points and opportunities for improvement.
What do you dislike about the product?
Glassbox is a powerful tool for understanding customer behavior on a website, but it can provide an overwhelming amount of data at times. The platform breaks down customer interactions into incredibly detailed information, which can be both a blessing and a curse. On one hand, the level of detail provided by Glassbox is extremely valuable for identifying specific issues and opportunities for improvement. However, it can also make it difficult to find the information you need, especially when dealing with a large volume of data.
What problems is the product solving and how is that benefiting you?
One of the main problems that Glassbox solves is the lack of visibility into customer behavior. Traditional analytics tools, such as Google Analytics, provide aggregate data on website traffic, but they don't provide a detailed understanding of how individual customers interact with a website. Glassbox fills this gap by capturing every customer interaction, in real-time, and providing a detailed view of how customers are using the website.
Another problem that Glassbox solves is the difficulty of identifying and resolving customer issues. When a customer has a problem on a website, it can be difficult for businesses to understand the root cause and take appropriate action. Glassbox's detailed analysis of customer interactions makes it easy to identify and understand issues, such as errors, broken links, and usability problems, and take action to resolve them.
Another problem that Glassbox solves is the difficulty of identifying and resolving customer issues. When a customer has a problem on a website, it can be difficult for businesses to understand the root cause and take appropriate action. Glassbox's detailed analysis of customer interactions makes it easy to identify and understand issues, such as errors, broken links, and usability problems, and take action to resolve them.
Journey Replay
What do you like best about the product?
Glassbox offers an intuitive and user-friendly platform for creating detailed journey maps. The tool makes it easy to track customer interactions across multiple channels and devices, allowing for a comprehensive understanding of the customer journey. The visual representation of the journey map is also very helpful in identifying pain points and opportunities for improvement. Overall, Glassbox's journey mapping capabilities are a valuable asset for any product manager looking to gain a deeper understanding of their customers.
What do you dislike about the product?
the dashboard, the pie chart could be a fraction better to better help us with our needs on an on going basis because they would be easier and better to understand
What problems is the product solving and how is that benefiting you?
We can see how our customers are using our solution and website and mobile app and better fix issue as they come up without any delay as we can improve their experience
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