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Extremely useful and powerful tool that helps us improve our website
What do you like best about the product?
The product itself is quite useful and provides analysis that helps us improve our website. We have insights on everything - from user engagement to revenue opportunities.
What do you dislike about the product?
Setting up the reports we care about can take time but it's worth it for the sake of full control of our digital properties plus the support team is very helpful.
What problems is the product solving and how is that benefiting you?
We were looking for a tool that can provide full visibility into what our users do and an easy way to analyze behavior. We were able to segments problematic areas on our website and improve the user's flow.
Recommendations to others considering the product:
The performance analytics dashboard is amazing - ask the team to show you what it can do
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Advanced tool that helps us track and fix performance issues
What do you like best about the product?
I love how smoothly the tool runs and the intuitive dashboard. I can configure the real-time view to show exactly what I need to track and it's easy to analyze and understand what we should fix on our website.
What do you dislike about the product?
Nothing major, maybe the amount of data can be overwhelming but it's understandable when working with tools like that. We've been having weekly meetings with the Glassbox team and they are extremely helpful and willing to teach us every aspect of the system.
What problems is the product solving and how is that benefiting you?
We now have visibility into page performance which we didn't use to have. We needed a tool that will track engagement problems and not just technical problems and we can now see where are the friction points are and improve the user flow on our website.
Recommendations to others considering the product:
Train other teams in your company on how to use the tool to improve internal processes and have a better error resolution time.
Amazing insight into the client's experience
What do you like best about the product?
The insights we get just from one session are invaluable. With a click of a button, we have visibility into the client's journey, page errors and the revenue that each of these errors are costing us.
What do you dislike about the product?
There's a learning curve - the system has many features and learning to navigate through it takes time but once everything is set up it's a smooth road to success.
What problems is the product solving and how is that benefiting you?
We wanted a tool that is user-friendly for our internal teams and can provide us with a clear picture of what our users go through and to be able to find technical and engagement problems easily and quickly.
Recommendations to others considering the product:
Learn the technical parts of the tool as well to understand how it works better
Powerful data-driven tool for identifying problems
What do you like best about the product?
All data is available with a click and can be analyzed easily, even without previous technical training. It helps identify accurately problematic areas of the website.
What do you dislike about the product?
There are many filters options to choose from, so it takes time to learn and adjust but the Glassbox team is always ready to help and configure the dashboard to meet the business needs.
What problems is the product solving and how is that benefiting you?
We were looking for a tool that can quickly detect and point out where in the funnel our users are struggling, what causes abandonment and what needs to be taken care of first to improve conversion.
Recommendations to others considering the product:
Ask questions and allow the Glassbox team to show you all the capabilities - even the ones that are not aligned with your KPI's, everything can be of use and help optimize the website
Powerful tool that shows you what your users are experiencing
What do you like best about the product?
Being able to see every user's journey and behavior as well as the reason for the feedback provided. Glassbox integration with our other CX tools has helped us increase customer satisfaction and provide our users with a frictionless experience.
What do you dislike about the product?
There are some aspects of the tool that require a deeper technical knowledge but that's a given when using tools like that and the Glassbox team is always willing to assist.
What problems is the product solving and how is that benefiting you?
We needed a tool that could integrate smoothly with our VoC tool to have a better understanding of why users are providing certain feedback and see in real-time what they experienced.
Recommendations to others considering the product:
Try to have specific use cases so the Glassbox team can help you focus and reach your business KPI's
Amazing tool that helped us change the way we do business
What do you like best about the product?
Glassbox has helped change the way we operate as a business. The speed to insight has significantly helped us tackle customer friction and challenges we face across our digital estate. The ability to see exactly what is happening removes the guessing of the gaps our data previously couldn’t fill.
What do you dislike about the product?
The initial learning curve, especially when getting the wider business onboarded using the tool, however training has been good and more material is being made available.
What problems is the product solving and how is that benefiting you?
We wanted to have a better understanding of what causes frustration among our users and to be able to detect engagement issues as well as technical problems quickly and easily
Recommendations to others considering the product:
Communicate the business needs as best as you can so the Glassbox team can show you how the tool works in a more focused way and try to learn the different capabilities as it will become beneficial further down the road
Easy to use and amazing insights
What do you like best about the product?
Easy to use and intuitive. The Glassbox support team is always ready to guide and help. The amount of data and the way it's presented have helped us improve our processes within weeks.
What do you dislike about the product?
I would love to see the ability to know how much revenue each creative block on the tab pages drives through clickthroughs and learn to use the filters independently.
What problems is the product solving and how is that benefiting you?
We wanted to have complete visibility into our user's flow and what struggles they have while interacting with our digital properties to be able to detect errors and quickly fix them.
Recommendations to others considering the product:
Use the business insights team to learn how to leverage the data captured
Great way to improve CX
What do you like best about the product?
It's a great way to drive our business as we can clearly see where our CX is not the best and improve it. We can identify where our site is not working and fix it,
What do you dislike about the product?
The solution works great for us, so there is nothing big to complain about. It generally does what we require it to do. It has great support as well so I am very happy with it
What problems is the product solving and how is that benefiting you?
We are improving our website by reducing the number of errors we have in it. we are increasing our customer experience and also getting a higher level of engagement from our customers
Seeing customer issues quickly and improving CX
What do you like best about the product?
With Glassbox it's the ability to see what is causing the customer issues where traditional analytics can only show me a number of people having the issue. It's a great solution
What do you dislike about the product?
The Workflow from spotting a struggle issue to drilling down to a couple of videos showing the issue can be long, but other than that, it's a powerful capability
What problems is the product solving and how is that benefiting you?
We are now able to detect issues related to both technical and engagement and quickly fix them. We are also able to prioritize based on what issues are affecting our users the most.
Works great with our VOC
What do you like best about the product?
The concept and the way it can connect with appended data.. we can combine it with VOC feedback. It turns our qualitative feedback into quantitative insights as we can now validate and understand the reason behind a positive or negative feedback
What do you dislike about the product?
Sometimes the dashboard doesn't perform as we want it to - and the Struggle score feels worthless when we can't say why it went up or why it went down.. or if it stayed the same.. how do we know if factors within it switched
What problems is the product solving and how is that benefiting you?
understanding the reasons behind low feedback score and driving a higher customer satisfaction from our product by fixing the actual issues the customer complains about
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