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Utilising our product to its full potential.
What do you like best about the product?
The service and drive to ensure that we’re utilising the product and its capabilities to its full potential.As part of the business team daily practice, the main capabilities we use are the page journeys and business flows. The full visibility we have on different journeys allow us to visualize how users enter and exit an individual page to understand the influence of previous issues on abandonment at a later stage.
What do you dislike about the product?
The fact that event creation is not as straightforward as we would like.
What problems is the product solving and how is that benefiting you?
Providing our customers with a better experience across their digital journey. Making sure our site is working and minimizing the cycle time of development. And much more
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Great tool with lots of data
What do you like best about the product?
I like the session playback and controls with it that allows us to troubleshoot client issues as best as possible properly. We can clearly understand what issues our users are facing and take action to fix them
What do you dislike about the product?
It does feel like the UI has a ton of buttons and features that may not be necessary per user/use case. Limiting the features per user (ex: admins, data analysts, service desk) would allow to meet the least privilege access and the UI to not be as cluttered
What problems is the product solving and how is that benefiting you?
We are fixing site issues, providing a better experience to our customers, and understanding what drives their engagement and willingness to do business with us?
Recommendations to others considering the product:
There is a great deal of data to be used suggest working vendor business team on building reports which fit your objectives
A must tool for product managers
What do you like best about the product?
The journey map is my personal favorite. It highlights all the journeys our customers take in our website and mobile app and highlights those journeys where the customers are dropping off or having experience and Technical struggles. From here, we can go into our sessions and see precisely where the problem is. I also like the funnel studio, which is an excellent tool because it lets us know the sequence of steps and how common they are. We also use the business flows which helps us quantify and prioritize sessions based on Revenue. The session replay highlights not only the technical issues but also experience issues such as dead clicks and dead links. It shows us also where we have AJAX issues meaning our server requests didn't perform correctly. In short, it allows us to fix problems we have, and when introducing new capabilities, it allows us to see how popular they are and their adoption rate. We also have integrated it with our feedback tool. This way we can identify those sessions with a poor feedback score and quantify how many other sessions I've had the same issue but didn't leave feedback. This tool allows us to act much quicker to any problem we find in our website and mobile app, and I really can't see how we got along without it for so long. I also like how intuitive this tool is and how quickly it analyzes all the data. It is an excellent to work with.
What do you dislike about the product?
I would be happy to add customer behavior into the heatmaps and see in it - and not only in the session replay and in the journey maps.
What problems is the product solving and how is that benefiting you?
Increase the operational efficiency and the customer experience and engagement. Quickly indetifying issues in our product and fixing them before they become a major issue
Recommendations to others considering the product:
Had I started again, I would have taken this tool into our product design considerations from day one. It is much better to build new capabilities and features using this tool rather than fixing the stuff after errors occur.
Very powerful analysis tool
What do you like best about the product?
One of our product team main responsibilities is driving site engagement and using Glassbox has helped understand how users actually behave and how to tailor our website design to their behavior. The session replay and interaction maps abilities allowed the product team to observe user behavior that provides opportunities for design optimization. For example, Glassbox observed users opening multiple tabs of product detail pages simultaneously which indicated the need for a comparison module to encourage purchases. Furthermore, we were able to improve the speed and efficiency of our A/B testing by comparing user behavior on both versions of a journey or page and eliminate the guesswork that usually comes with the traditional A/B testing. Glassbox A/B testing enables us to make the changes that improve customer experience for some users, while maintaining existing design for others and we can conduct as many A/B tests as needed with other changes until the design optimized and apply the most optimized change permanently. In addition the ad-hoc funnels allow us to select events from the session replay and build retroactive reports which look at the behavior or more to the point the sequence of the behaviors which we are looking for an tell us how common it is with other uses
What do you dislike about the product?
I think the page funnel view could be better, it's hard to read sometimes. I also get the same recordings repeated when I view recordings for pages
What problems is the product solving and how is that benefiting you?
we are using the solution to reduce the number of errors in our site. We are also using the solution in order to understand the success of our various tests which we do with the product.
Recommendations to others considering the product:
I would strongly recommend working with the vendor's service team in building the initial reports, which are not out of the box because they were far more tailored to our business needs
Great customer service and analytics
What do you like best about the product?
The augmented journey map is great. It shows us the journeys and the campaigns and in with it we can see where our customers are abandoning. There is no need for us to go and replay each session in the session replay as thatt would have taken hours. What we do is use the journey map in order to zoom in on those campaigns which have a high level of abandonment and glassbox points out to us the reasons behind this abandonment. The reasons vary from technical issues such as rage clicks due to the page not responding and sometimes these could be experience issues meaning the customer could not find where they need to go in the campaign in order to move forward. Glassboxs quickly shows us the reasons and then we go into the session replay and replay the sessions in order to validate the root cause of the issue. Once this is done we simply share with our development team where the issue is happening and they replay the session themselves and based on that understand exactly what is happening and what they need to do in order to fix it. We also use the interaction in order to understand where our users are spending the bulk of their time on our pages
What do you dislike about the product?
It would be cool if we could search for sessions according to the IP address and jump into the sessions based on a timestamp. the user interface is very powerful and it takes time to get used to it. However, the sessions can be shared between multiple people in our organization and that is the main point and the benefit
What problems is the product solving and how is that benefiting you?
We are using Glassbox to optimize the conversion in our marketing campaigns and to fix errors on our website so that we can provide the perfect experience to our customers.
Brings all our CX Data together
What do you like best about the product?
The interface is very user-friendly and has many capabilities like funnel reports, session replay and interaction maps. It's a great tool for finding errors or bugs on our site, which helps us to identify specific issues reported to us or errors which we can have alerted to us from Glassbox directly. It has also helped with proactively finding issues and areas of opportunity within different journeys.
What do you dislike about the product?
There isn’t an ability to take screenshots of session recordings which would be very beneficial in sharing insights with teams. Data retention for click maps could be improved to allow MoM comparisons.
What problems is the product solving and how is that benefiting you?
Having a more customer-facing site. increasing conversion and CX
Recommendations to others considering the product:
Define your KPI objectives from an early stage and focus on a specific journey segment to show value to the product house
Reviewing the customer journey in detail
What do you like best about the product?
In the Glassbox Journey Map I have the possibility of reviewing the customer’s journey in detail and identifying their needs on our websites. It also gives me the indication of any page flaws which we have and how they are impacting our customer’s behavior. Lately, we have been very concerned with our core web vital (CWV) in our website, specifically our largest contentful paint (LCP) as google now uses this in its SEO ranking of our site in mobile devices. Glassbox give us this information for each page so that we can adjust it and optimize our SEO ranking. What is more, Glassbox also shows us how this is impacting user’s behavior - meaning correlating CWV scoring with revenue so that way we can justify the effort as well which has been very important for our business team to justify the investment in redesigning and updating parts of our website. Lastly, the integration with our Web Analytics tools is very helpful for analyzing the effectiveness of our campaigns as it gives us the reasons behind our user behavior
What do you dislike about the product?
I would love to have this product in Spanish. We have many people using Glassbox in our company and not everyone is good with English. Having it in a local language would be very helpful for us.
What problems is the product solving and how is that benefiting you?
Analyzing the effectiveness of our campaigns and seeing the reason behind customer abandonment of our website.
Developing more intuitive navigation and search in our site so that we have a higher level of customer engagement.
Developing more intuitive navigation and search in our site so that we have a higher level of customer engagement.
Recommendations to others considering the product:
Get the development and marketing groups involved in this project from early on
Tracing the source to customer struggles
What do you like best about the product?
The funnel studio is a very strong tool. Many times when we review sessions in the session replay we see a certain pattern of usage which we want to investigate further. This is particularly important if we come across a sequence of events that could potentially be a new stream of revenue for our organization. In this case, we can simply drag elements from the events in the session replay and create an ad-hoc funnel on a specific sequence of events. What is best is that this funnel is not only forward-looking but also backward so we can immediately determine if this pattern is a pattern that is occurring frequently or not. All this can be done very quickly with a simple drag and drop. What is more, because the areas of frustration are clearly indicated in the replay of the session we can take them and use them as a sequence. The Interaction maps are also beneficial for us as we can see where the bulk of our clients are spending their time. In this way when we ahead and decide on designing new features and capabilities in our website we have a good idea of where to put them.
What do you dislike about the product?
I regret to say that the platform is not very intuitive you have to search in several different places how to take specific actions.
What problems is the product solving and how is that benefiting you?
Producing a better site for our customers so that they have a better user experience when they interact with us in our website and mobile application. And minimize the time it takes to find errorts
Recommendations to others considering the product:
Make the usage of this tool part of your day to day routine
Solution that provides results
What do you like best about the product?
From my perspective, the Glassbox Augmeted Journey Map is a very powerful and useful tool because of the following reasons. 1) it quickly shows us the areas in our site which have the highest rate of abandonment and the reasons behind it, which are usually to with user frustration and struggling. Once we have this we can navigate quickly to the session and replay them to verify the issue is happening. 2) it points us to the priority in which we should take care of issues based on the revenue attributed to the journey. Not only based on the revenue loss but also on the revenue which could have been made. 3) Finally, the Journey Map doesn’t only highlight errors that are caused by frustration or technical issues concerning the site like load time but also issues that are related to the user’s experience on the page like not being able to find the item they are looking for.
What do you dislike about the product?
The pricing is not clear, nor are the plans it handles. This can a bit difficult for us as we not sure what capabilities are included in each pricing model. but as long as the solution delivers value - we are happy
What problems is the product solving and how is that benefiting you?
Designing better a better website for our customers. understanding how customers are using our website and what capabilities we should be developing next
Recommendations to others considering the product:
From the beginning you should make this tool be part of your decision making when adding new or changing existing capabilities in your site
A critical (and great) tool for Product Managers
What do you like best about the product?
The ability to review journeys as customers go through them. Nothing replaces seeing your product in the hands of real customers to learn what can be improved and optimized.
What do you dislike about the product?
The navigation to find recordings for a specific page could be more straightforward. The filtering functionality is not very clear. That being said it is fine once you get used to it
What problems is the product solving and how is that benefiting you?
We are reducing the overall development time and errors in our site and optimizing our customer's experience and satisfaction levels when they are doing business with us.
Recommendations to others considering the product:
Get this into your day to day work in order to understand how your customer interact with your product
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