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Great for mobile
What do you like best about the product?
Being able to filter client mobile sessions by rage click and by this finding the sessions which demand our attention. by this we can build a product that provides our customer with a seamless experience
What do you dislike about the product?
I've love to see easier to use templates or reports that look at our data in aggregate and help us find places to improve our user experience. something like a better grouping
What problems is the product solving and how is that benefiting you?
From a product perspective creating a mobile app that gives a seamless experience to our customers - developing the right features and putting them in the right place
Ability to understand
What do you like best about the product?
Ability to see the same data a customer saw during their session. This level of detail gives us the ability to understand what our customer is going through - and no pre tagging of the data is required
What do you dislike about the product?
Longer retention times for sessions this is where we have a problem today
What problems is the product solving and how is that benefiting you?
Today we are looking into our customer sessions to see which pages are not working the way they should be in terms of performance and in terms of JS , AJAX errors
View Client Activity
What do you like best about the product?
The ability to view our client's activity on their Rocket Mortgage account. Doing so assists with my daily functions
What do you dislike about the product?
Make the searches easier. I sometime use Rocket Account ID Web but that does not end up with results. But if I use the client's email results will show up. Not sure where the disconnect is.
What problems is the product solving and how is that benefiting you?
Using Glassbox we can quickly see where our customers are having a poor experience either because the site is not working or because the customer cant find what he is looking for - and we can fix it
All cool in Glassbox
What do you like best about the product?
I would give this tool a 10! its simple and its easy to use and we can quickly operation on the customer sessions to see points where its broken
What do you dislike about the product?
if ther ewas more info on the hover in the interaction maps and heat maps that would be great for our day to day usages
What problems is the product solving and how is that benefiting you?
deciding on the next feature in the product and pairing the insights with A/B test vaidation
Live Sessions
What do you like best about the product?
The live sessions in Glassbox allow us to go over with a customer on his current session while he or she are still in it and see where they are having the problem in completing their reservation
What do you dislike about the product?
I would like if Glassbox have easier ways to create reports and widgets today this is a long process becuase of the data fields and it simply takes a long long time
What problems is the product solving and how is that benefiting you?
We are increasing the conversion rate on our site as we can reduce the abanodnment because of JS and API errors which occur
View customer session replays
What do you like best about the product?
From my point of view and perspective, the ability to navigate in the session replay to the points of frustration such as rage clicks and dead clicks means i don't need to go over the whole session
What do you dislike about the product?
I often have to clear my cache and cookies in order for Glassbox to load properly, and searches don't always show up even when I know a session exists this could be a retention issue
What problems is the product solving and how is that benefiting you?
Reducing the struggles and dead clicks on out webstie and minimizing the struggle score of the pages as a whole . we can now also take care of errors accorording to their $ impact
Everything
What do you like best about the product?
There it nothing too specific I like about glass box - the solution works very well and I like everything about it. I guess that if I did have to choose the alerting is very strong
What do you dislike about the product?
The one thing I would say is that it would be very helpful if we have a easier sign on with SSO and that the system would not throw us out after not using it for 10 min
What problems is the product solving and how is that benefiting you?
looking at our customer sessions and interactions with our web site - we can see where they are struggling and if the abandon we can tel why and take of the site
User Interactions with UI
What do you like best about the product?
Being able to view user interactions with the UI (of our site)
What do you dislike about the product?
The actual glassbox UI itself can be odd, for example, anything I can filter, I'd expect to be able to combine with any other filter, and this doesnt quite seem true. For example, if looking at 400 errors' sessions , I cant then easily add additional filtering to dril ldown
What problems is the product solving and how is that benefiting you?
We are training Glassbox to look for the great sessions which have the highest consequence for our prolonging business. this means that we reduce the stop-hold of our CX so that the site can be better used
Building Customized reports
What do you like best about the product?
I just discovered that I can build customized reports which has been very helpful as the out of the box reports are not great for answering my needs. the custom reports are great and are right there,
What do you dislike about the product?
A training section or get help area so that we don't need to reach out to Glassbox professional services every time we have a questions which takes us some time
What problems is the product solving and how is that benefiting you?
Peerting into the sessions and replaying them to capture the glitches in the site and take the errors daily and understand their potential cost to our operations
Custom Tracking
What do you like best about the product?
Manage custom tracking through pages, actions, events, etc. The creation of this custom track also known as funnels and business flows, give us the power to better understand our customer experience
What do you dislike about the product?
creating a custom struggle score for our site - that would be the next best thing we could have
What problems is the product solving and how is that benefiting you?
I have a lot of experience working with various companies in the session-replay analytics space. Due to the team’s dedication/consistency/competency and the platform itself, I was a strong advocate for bringing Glassbox into Charter. It’s a pleasure working with Nick Herbert & Laura Alarcon Kerner.
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