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Great for detecting fraud
What do you like best about the product?
finding out what the fraudsters are clicking on and how long they are on a page for.
What do you dislike about the product?
System can have spikes where queries take a longer time. Good support team
What problems is the product solving and how is that benefiting you?
financial crime investigations and determining criminal activity via account takeover
Relatively Easy
What do you like best about the product?
It's relatively easy to find the info you're looking for and it has great support for our mobile SDK
What do you dislike about the product?
The speed - some time it takes too long to get the results
What problems is the product solving and how is that benefiting you?
The ability to see where our customers are struggling with our website
Opportunity Research
What do you like best about the product?
I love to have the opportunity to research and able to see what happened on the online session in order to provide a solution to any customer concerns. Also I love that when I am on a call and the customer is having issues with something in the online banking I can go and see what exactly is happened so I can guide them better
What do you dislike about the product?
Would prefer if there were a longer retention for our business needs and more dynamic filtering in the mobile box
What problems is the product solving and how is that benefiting you?
Any type of issues such as issues with setup auto pays, statements, how to setup a bank to bank transfer. Glassbox allow me to see the real issue of the customer complaint or concerns and with that I am able to start my research in order to provide an option or solution to our customers
Company analytics
What do you like best about the product?
What I have to date be finding very powerful is the fact that we have unlimited API calls captured and that we are able to analyze them
What do you dislike about the product?
There is a rather harsh learning curve which you need to go through in order to get value from Glassbox
What problems is the product solving and how is that benefiting you?
WE are analyzing the usages of our company site by our customers and reducing tie it takes to solves service cases
Great way to see user movements
What do you like best about the product?
opportunity to capture user movements to better understand friction and identify fraud
What do you dislike about the product?
recording links often don't load (can't be found) so an easier way to look up recordings
What problems is the product solving and how is that benefiting you?
Looking for places of friction and places where accounts might be taken over
Great Interaction Maps
What do you like best about the product?
interaction maps - i like being able to see different engagements and ab test variations per page
What do you dislike about the product?
Would good to make easier page grouping we have many sites and this takes time
What problems is the product solving and how is that benefiting you?
with glassbox we are able to gain deeper insight into our customer journeys, the interactions and behaviors they are exhibiting via session reply, as well as deeper insight into errors and site performance
Session Recordings
What do you like best about the product?
Great place to see the session recordings of our users and see how well they can operate our site and app
What do you dislike about the product?
The retention of sessions can be an issue some times we find that the sessions no longer exsist.
What problems is the product solving and how is that benefiting you?
Ensuring that our new features are appearing correctly and that customers are interacting with them the way it was intended
Great for customer CX
What do you like best about the product?
The ability to see exactly what our customers see, so helpful for troubleshooting!
What do you dislike about the product?
I would love to see move stuff on new features and capabilities
What problems is the product solving and how is that benefiting you?
Sometimes can be slow to load info, while it has improved, that can impact customer resolution.
Very easy to track
What do you like best about the product?
Recorded sessions and analytics are easy to track
What do you dislike about the product?
Sessions views are not exactly same as we see on user experience, styles on the Ui are overlapping when viewing the sessions and it can be improved a lot that brings good user experience when tracking
What problems is the product solving and how is that benefiting you?
Turning the customer issue upside down and solving it before it can become a big problem
Just love it
What do you like best about the product?
Been using glassbox for a while; it's been extremely helpful looking at recordings of how customers use our product. The focus time on fields has also helped identify struggle areas. Another functionality I use often is the interaction map that helps identify areas of the page that are clicked often and exposure zones.
What do you dislike about the product?
The system response rate can be slow slows sometines and you need tech knowledge in or der to get results
What problems is the product solving and how is that benefiting you?
Been trying to get insights in multiple areas. Use it to identify struggle areas; to see how a new feature that we’ve introduced is doing. Is it leading to any errors that we didn’t handle during testing. And also if it’s helping improve the overall customer experience. I’m using it to help understand drop-offs and if there are areas in the application I can optimize
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