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Helpful for visibility and user engagement analysis
What do you like best about the product?
I like being able to see the journey that users take throughout the site with the recordings. It's helpful to see where the errors on the page are. I also like being able to look at the clicks in each zone of a page.
What do you dislike about the product?
I think improving on what the actual errors are during recorded sessions would be helpful. It's nice to see that someone did struggle on the page they are on but in some sessions, it's difficult to figure out what the actual struggle for people is.
What problems is the product solving and how is that benefiting you?
See what our users are struggling with and where do we need to focus our efforts to improve conversion and customer satisfaction. We are now able to analyze data and act accordingly
Recommendations to others considering the product:
Check the interaction maps - provide a lot of insights and it's easy to analyze
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Easy to use and insightful tool
What do you like best about the product?
Setting it all up is really easy. I like how fast you can launch a new recording and see what our users are experiencing while on our website. We have full visibility and can use the data in many ways
What do you dislike about the product?
How SC works with SPAs. We're having problems with that since we get a black background.
What problems is the product solving and how is that benefiting you?
Having all the data under one centralized system and gathering enough of it to draw conclusions and improve CX
Recommendations to others considering the product:
The performance analytics abilities are amazing
powerful tool that allow us to transform fast the data into meaningful business actions.
What do you like best about the product?
- The level of depth we get from the analysis/solutions, and the straightforward recommendations (from the automated dashboard of BI sessions/experts) allow us to transform fast the data into meaningful business actions.
- The easiness to integrate and use Glassbox and multiple automation/dashboards to make the life of the user simpler (can’t wait to see more once I have my full access)
- The excellence of the customer success team. Always responsive, clear in the recommendations/plans, efficient in the implementation, adapting the response to different levels of urgencies, great relationship with global and local clients, pro-active proposals to always make more value from the tools, training set up etc.
- The variety of use cases. Now we are focusing on Direct to Consumers / eCommerce but I see a great deal of value we could get by implementing the solution in our brand platforms as well and partners' eCommerce platforms. 5 Stars indeed!
- The easiness to integrate and use Glassbox and multiple automation/dashboards to make the life of the user simpler (can’t wait to see more once I have my full access)
- The excellence of the customer success team. Always responsive, clear in the recommendations/plans, efficient in the implementation, adapting the response to different levels of urgencies, great relationship with global and local clients, pro-active proposals to always make more value from the tools, training set up etc.
- The variety of use cases. Now we are focusing on Direct to Consumers / eCommerce but I see a great deal of value we could get by implementing the solution in our brand platforms as well and partners' eCommerce platforms. 5 Stars indeed!
What do you dislike about the product?
I would say that the account creation part as we cannot have too many accounts without using the SSO. But the problem is quite specific to our company I would imagine and the SSO integration failure is driven by our Security team now.
What problems is the product solving and how is that benefiting you?
We wanted to make the life of the user simpler and have an all-in-one dashboard to drive business innovation and improve our relationship with our clients and users
Recommendations to others considering the product:
The powerful insights can be used by every department and across multiple applications - should be part of every user-centric company CX stack
100% data and easy-to-understand visualizations
What do you like best about the product?
We can see all activity, from easy movement along the customer journey to areas where customer movement lags. The solution also gives us a timeline with built-in indicators of where the struggles are and the type of struggle.
What do you dislike about the product?
Interactions maps on mobile look great but setting up everything we want to see takes time during the first few days. The business insights time helped us focus our efforts and set up all the reports.
What problems is the product solving and how is that benefiting you?
To gain a greater understanding of our customers, our company wanted to be able to track customer activity. How many of our web and mobile users make it through our site to complete their transactions? Are they encountering any bottlenecks? Is interest in one of our products or services waning?
Recommendations to others considering the product:
Check the interaction maps - provides amazing insights into interactions with different products offering
Total view of customers interaction with our website and mobile app
What do you like best about the product?
Glassbox solution’s journey mapping capabilities are very valuable to our digital strategy as well as the session replay that shows us everything users are struggling with in real-time.
What do you dislike about the product?
The SDK is inserted very quickly but it takes time to fully understand all the data as Glassbox captures everything but setting up reports makes it easier - we can filter and segment the data that is relevant to us.
What problems is the product solving and how is that benefiting you?
Glassbox gives us a total view of all our clients, not only from the point of view of what they did in our digital channels but also all errors on the servers that would otherwise take a long time to detect.
Recommendations to others considering the product:
Include UX and product teams in the demo process so they can provide use cases and use the tool to improve internal processes
Great tool for tracking users activity
What do you like best about the product?
The tool can translate the insights into revenue opportunities and what should be taken care of first. The tool visiaulasion abilities are powerful and save us a lot of time
What do you dislike about the product?
Not much, maybe the learning curve. It takes time to learn everything the tool can do but it's worth it. Also, once we got the hang of it we were able to filter the data and have access to everything we need quicker
What problems is the product solving and how is that benefiting you?
We were looking for a tool that would help us see and understand the full customer journey on our digital properties. Glassbox has provided the ability to gain better visibility into the customer's journeys.
Recommendations to others considering the product:
Use Glassbox as the central system for all the data gathered from other tools
Powerful tool that leverages VoC data to improve SCAT and NPS
What do you like best about the product?
I like that I have visibility into the real context of the issues consumers are facing when they browse and shop on our site. I also like that I can share the capture sessions with others. It has greatly helped us push for change in our organization when we can show stakeholders the struggles our customers are facing firsthand.
What do you dislike about the product?
Playback and scrolling would be the one thing that needs to be improved. It needs something like youtube where it's easy to scroll and a preview of what you're scrolling through shows up so that would be a great addition.
What problems is the product solving and how is that benefiting you?
Visibility into what consumers are going through and why they are behaving in a certain way. Glassbox enables us to capture and track every action done on our website and later analyze it and draw conclusions.
Recommendations to others considering the product:
Integrate Glassbox with other tools in your CX stack - allows to improve internal communication
Reliable and accurate tool for digital experience monitoring
What do you like best about the product?
We can easily search performance data for a specific time period and use the platform’s visualization capabilities to help us pinpoint what is causing customers to drop off or abandon their journey.
What do you dislike about the product?
A lot of data to segment but it's a given when you want to capture every event happening on both the website and mobile app. Easy to filter and find what you're looking for
What problems is the product solving and how is that benefiting you?
Glassbox has helped change the way we operate as a business. The speed, with which we can gain insights now has significantly helped us tackle customer friction and challenges we face across our digital estate.
Recommendations to others considering the product:
Glassbox's end-user user monitoring is very powerful - especially when integrating it with existing tools in the stack
A perfect tool for identifying friction points
What do you like best about the product?
The heatmaps (or click maps) are powerful and help us identify what users focus on, what elements they are clicking and what needs to be improved UX/UI-wise to deliver a perfect experience to our users. We can also connect abandemnoet rate to specific events in the journey which saves time and allows us to improve the overall flow of the website.
What do you dislike about the product?
The are many attributes and reports and at the beginning, it can be overwhelming but after a while operating the system becomes smooth and we can easily set up everything in the main dashboard.
What problems is the product solving and how is that benefiting you?
Identifying where users struggle and which events have more effect on our revenue. We can look at a journey and gain insights into different pages and connect poor performance to abandonment conversion rate.
Recommendations to others considering the product:
Use the Glassbox business insights team to better understand the system capabilities and learn how to set up dashboards and different metrics independently
Complements our CX stack perfectly with valuable insights
What do you like best about the product?
I love the recording session and the filters to find recordings. Very valuable insights. We can filter and save the sessions with important events and use them at any time to analyze users behavior.
What do you dislike about the product?
At first, it takes time for new users to navigate the tool but Glassbox provides training and weekly tips that make it easier to find the data we are looking for. O can also set up a favorites view for quicker access.
What problems is the product solving and how is that benefiting you?
Detecting errors and friction points in the website flow. With Glassbox, I don't waste time on detection - with a click of a button I go into the relevant sessions and see what happened to the user and quickly address and fix any struggles that affected the experience.
Recommendations to others considering the product:
The tagless capture and session replay abilities aren't the only thing that differentiates Glassbox from other tools - the amount of data is enormous and valuable. When testing the system, focus on the data that affects your revenue to fully understand what Glassbox can do.
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