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Uncovering frictions
What do you like best about the product?
I love the fact that we able able to uncover customer struggle points throughout their digital sessions. This gives us the infomation we require to better our customers joruney through our web site
What do you dislike about the product?
I would be happy if there were more visualizations of metrics/problems to be able to use to present back to the business would be helpful for our business understanding.
What problems is the product solving and how is that benefiting you?
Reduce customer friction points. understand what we need to take care of first and upping our customer's experience so that they don't leave our website to some other places
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My feedback
What do you like best about the product?
The solution is very user-friendly and it has completely revolutionized the way we treat our customer's experience. It now allows us to clearly detect where our customer's are struggling during their journey across our web site and what needs to be fixed. The work with Glassbox has been a very positive experience as they truly understand the importance of UX and were able to guide us how to maintain and further develop our website to provide our customers with the best experience
What do you dislike about the product?
On look and feel, it could be more modern. that being said this is working for us - I understand the new version will be worth waiting for. so I am looking forward for that
What problems is the product solving and how is that benefiting you?
Seeing where customer are leaving our site due to technical issues and fixing those issues in our site - enables us to provide our customers with a better experiance
All the data you need !
What do you like best about the product?
I love that this tool is very easy to use and very user friendly, we can get great insights from the tool including seeing our customers sessions and where they are finding it hard to do what they want
What do you dislike about the product?
Clicks are off in some sessions. Timing doesn't correlate with the time spent by users. Finding sessions by ip address - this is a capability we would love to see in the product
What problems is the product solving and how is that benefiting you?
We are reducing site errors understanding customer journeys and patterns of usage across our website. fixing our core web vitals so that we and improve our SEO on Google
Works great
What do you like best about the product?
Glassbox works great. It allows me to see the journeys of users so easily. Some of these journeys are not possible to research with users at the time due to sensitivity, so this is invaluable.
What do you dislike about the product?
Page groupings is a great feature but need to be used more widely - so far this is limited, and we would like to use this more. as there are many journeys in our system
What problems is the product solving and how is that benefiting you?
We get to see the user sessions and what they are doing (without sensitive info). This allows us to troubleshoot the issues very quickly and get back to our users in a timley fashion
Recommendations to others considering the product:
Work with the services team on creating reports
Improves our UX!
What do you like best about the product?
The solution is easy to use and access, we use reports to see where our users are spending time in the system and it gives us the info whether this is increasing or not
What do you dislike about the product?
Q&A Session could be improved - but other than that - solution is great to work with and support is the best ! so am very happy with it. Support desk is quick as well
What problems is the product solving and how is that benefiting you?
Seeing where customers interact with our site, replay sessions for visiting customer frustration and reducing it in our site. planning of new capabilities to add into our site
So EASY to use
What do you like best about the product?
I love the fact that the tool is so easy to use and we can quickly review the sessions of our customers and see their struggle points. there are also great reports to see user engagment
What do you dislike about the product?
I would love to keep the data longer. our retention period is rather short, and we need the data for longer periods to conduct more in-depth analysis. That being said - very satisfied overall.
What problems is the product solving and how is that benefiting you?
Understanding friction points in our solution
Super Tool
What do you like best about the product?
Its a great tool to use iit enables us to understand where customers are having troubles in our site - where the struggles are and what there happy paths are.
Services are great as well. It was very easy to deploy (in the cloud)
Services are great as well. It was very easy to deploy (in the cloud)
What do you dislike about the product?
Nothing that comes to mind - it simply works as expected :)
What problems is the product solving and how is that benefiting you?
See which journeys our customer like take taking and we can improve them
Really Happy
What do you like best about the product?
I love the frustration score by which I can evaluate our customer's experience on our website. This way we can fix what needs to be fixed and give our customers what they are looking for
What do you dislike about the product?
I would love to see if the tool could show if a conversion drops on particular devices or browsers, this would help us to better understand what we need to target
What problems is the product solving and how is that benefiting you?
reducing customer frustration when using the site and lowering calls to our contact center
Love it.
What do you like best about the product?
I love getting stuck into exploratory sessions of the system. If you're looking to find ways to optimize, you can do it quickly within the tool by watching sessions with a high struggle score
What do you dislike about the product?
Maybe some tailored recommendations when logging in based on last week's sessions where the struggle score was high. Would give a quick overview without having to watch hours of sessions
What problems is the product solving and how is that benefiting you?
seeing customer struggles and improving our customer's digital joruney in the site. see why and where they abandon and developing new feautres and where to puth them
Feedback
What do you like best about the product?
The customer service is very customer friendly and react very quickly in order to sort out issues
What do you dislike about the product?
One thing to improve is the speed of the solution, almost every time I filter the recordings (or even history recordings) it takes a while to load.. so I guess it is a bit heavy to analyse the recordings... Another thing (already mentioned to the customer service) is to be able to edit existing tags or build in a system for quantifying events; now I am misusing the tags for this.
What problems is the product solving and how is that benefiting you?
Measuring the health of our site -and seeing how our customers are using it
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