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Great Tool
What do you like best about the product?
Its a great tool and has insights not so easy found through other web analytics
What do you dislike about the product?
Account managers only reach out when the contract renewal is due. When we first joined the interaction was more frequent
What problems is the product solving and how is that benefiting you?
Understanding how customers are using our website where they are leaving us and why. This helps our productivity
Easy to use and has a nice interface
What do you like best about the product?
I like that it is easy to use, has a nice interface and I think the customer support is really good. I like the view of all the top struggle recordings.
What do you dislike about the product?
I grab a lot of screenshots from Session recordings to show my team opportunities like a user clicking on a unclickable section of banner or something displaying incorrectly and often it can take me a long time to capture that one moment I’m after, perhaps if you could slow it down even further or hold and drag to the exact part that would save me a lot of time.
What problems is the product solving and how is that benefiting you?
understanding customer struggles and what needs to be fixed on our website
comprehensive view of the user’s experience
What do you like best about the product?
It provides a fairly comprehensive view of the user’s experience in most cases. Easy to use and work with and has had a positive effect on our business
What do you dislike about the product?
The navigation when viewing could be clearer.
What problems is the product solving and how is that benefiting you?
understand a users experiance, fixing site issues and optimizing customer's jorueny
Great way to understand our customer's experience
What do you like best about the product?
I like the ability to experience first hand what the client sees and navigates through. Easy to use and manage and great insights on a customer's journey. we can understand what our customers experiance.
What do you dislike about the product?
When I click the option to sort sessions by date, the time it takes the site to sort by date is not fast. so Connectivity
What problems is the product solving and how is that benefiting you?
helping customers get a better experience and provide them with a bettter service
Easy to use and great insights !
What do you like best about the product?
I like the level of detail that session cam gives you – as a product manager, being able to watch users interact with your product gives you so much better of an understanding of their experience. I especially like the integration with Qualtrics for getting a better understanding of NPS scores. Our users frequently leave vague comments through an NPS survey but Session cam brings our interpretation to the next level.
What do you dislike about the product?
I think that “struggle scores” can sometimes be misleading. It would be cool if struggle criteria could be customized for each product and user group. Sometimes mouse movement and click data is not enough to determine that a user is struggling, especially for form-based processes. I’d also like to receive alerts/reporting for high struggle sessions over time (ex: month over month) so that we can understand if the product is improving or not.
What problems is the product solving and how is that benefiting you?
understanding how users are interacting with the solution what is working well for them and where the web site can be improved
Recommendations to others considering the product:
The support team is great with on getting insights from the system
Used regularly!
What do you like best about the product?
When logging into the account, the interface is relatively easy to use and I'm easily able to run reports or exports to aid decision making and inform on customer journey.
We’ve found alerts particularly useful this year to make us aware right away of 404 errors and payment errors
We’ve found alerts particularly useful this year to make us aware right away of 404 errors and payment errors
What do you dislike about the product?
It isn’t until you have a consultancy session that you realise the depth of analysis and granularity that can be obtained from all segments of the journey (not just a page level etc.). In some businesses, like ours we don’t have a dedicated UX team and have very limited time and while being aware the configuration of the tool is probably about 20% optimised (just throwing a number out) to inform the customer journey objectives we don’t have time to deep dive into how to improve the analysis we are getting. For example, it would be brilliant to have field inputs extracted via reports in order to profile customers/journeys and could probably be achieved much quicker with an onboarding session to set out objectives and SC to inform on the technical updates to the web code and this can be shared straight to our web team.
What problems is the product solving and how is that benefiting you?
understanding customer jouneys, their struggles and how we can improve our plans
Recommendations to others considering the product:
Work with the Glassbox Business Insights team to get insights from the reports
Insights into actions the customers are taking on the site
What do you like best about the product?
What I like about the solution is that it gives us some insight into actions the customers are taking on the site. I appreciate watching the videos and being able to do so in “accelerated” time like 2x or 3x. I like the capability to view heat maps, and I like how you can sort it through a funnel.
What do you dislike about the product?
I struggle to understand the terminology used regularly, and there is not enough help/information available on certain functionalities.
What problems is the product solving and how is that benefiting you?
Understanding and improving user experience
easily understandable and visible!
What do you like best about the product?
I like that that the solution is easily understandable and visible! It addresses the business requirements enabling us to understand where to focus. Easy to administrate and use.
What do you dislike about the product?
With regard to improvements, I would appreciate it if you could explain a bit better what the journeys entail? How does one need to interpret the data? there is a lot of information that requires understanding
What problems is the product solving and how is that benefiting you?
Analyzing marketing campaigns, what is working and what isn't. How are users interacting with promotions and the reasons behind conversion rates.
Recommendations to others considering the product:
Support is great, and the account team knows how to make sense of all the data and come up with great insights for us. suggest working with them regularly
Easy to research customer complaints
What do you like best about the product?
It makes it much easier to research client complaints when we can see what they see. Easy to use and to administrate and great business insights from the solution.
What do you dislike about the product?
There are times where recordings can not be found and that makes it tough
What problems is the product solving and how is that benefiting you?
Understanding customer complaints and analyzing customer journeys to see what product features we should develop next
Recommendations to others considering the product:
Work with the services team - they have great insights and know which reports to use. it's a great way to understand customer complaints and easily solve them
Really simple and intuitive to use.
What do you like best about the product?
- Session replay: really simple and intuitive to use. I have found numerous bugs and pain points from watching user sessions and the impact from showing a stakeholder an actual customer session of them struggling is so much more powerful than just explaining it – helps get things prioritized quicker!
- Tagging: The tagging feature helps store sessions of interest or when you have noted a particular behavior (I used to have to store session links in an excel doc before this!).
- Filters/integration with Analytics tools: Really useful for segmenting down to sessions of interest, the wide range of filters is really helpful for this. The two way integration with GA is great.
- Tagging: The tagging feature helps store sessions of interest or when you have noted a particular behavior (I used to have to store session links in an excel doc before this!).
- Filters/integration with Analytics tools: Really useful for segmenting down to sessions of interest, the wide range of filters is really helpful for this. The two way integration with GA is great.
What do you dislike about the product?
- Heatmaps: This can be tricky to navigate as sometimes it loads a different page to what you have selected. A workaround is to generate the heatmap within the page of interest in the session replay, but not everyone knows this and it can put people off using the tool (which I have seen happen especially with new users – they don’t trust the tool to work properly).
What problems is the product solving and how is that benefiting you?
Understanding user behaviour and how they are experiencing our site. Also to analyze our campaigns are developing new product feaures
Recommendations to others considering the product:
Use this for understanding how users are experiencing your product and what to develop next
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