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Used regularly!
What do you like best about the product?
When logging into the account, the interface is relatively easy to use and I'm easily able to run reports or exports to aid decision making and inform on customer journey.
We’ve found alerts particularly useful this year to make us aware right away of 404 errors and payment errors
We’ve found alerts particularly useful this year to make us aware right away of 404 errors and payment errors
What do you dislike about the product?
It isn’t until you have a consultancy session that you realise the depth of analysis and granularity that can be obtained from all segments of the journey (not just a page level etc.). In some businesses, like ours we don’t have a dedicated UX team and have very limited time and while being aware the configuration of the tool is probably about 20% optimised (just throwing a number out) to inform the customer journey objectives we don’t have time to deep dive into how to improve the analysis we are getting. For example, it would be brilliant to have field inputs extracted via reports in order to profile customers/journeys and could probably be achieved much quicker with an onboarding session to set out objectives and SC to inform on the technical updates to the web code and this can be shared straight to our web team.
What problems is the product solving and how is that benefiting you?
understanding customer jouneys, their struggles and how we can improve our plans
Recommendations to others considering the product:
Work with the Glassbox Business Insights team to get insights from the reports
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Insights into actions the customers are taking on the site
What do you like best about the product?
What I like about the solution is that it gives us some insight into actions the customers are taking on the site. I appreciate watching the videos and being able to do so in “accelerated” time like 2x or 3x. I like the capability to view heat maps, and I like how you can sort it through a funnel.
What do you dislike about the product?
I struggle to understand the terminology used regularly, and there is not enough help/information available on certain functionalities.
What problems is the product solving and how is that benefiting you?
Understanding and improving user experience
User friendly and great insights
What do you like best about the product?
It is very user-friendly tool and easy to navigate. I am new to the tool; however, after 2-3 minutes of browsing got the idea of how it works 😊 day to day management is also really simple
What do you dislike about the product?
Would be great to add more training courses and sessions.
What problems is the product solving and how is that benefiting you?
Understanding where our product is not functioning correctly. How users are interacting with new capabilities and what needs to be done to give users a better experiance
Recommendations to others considering the product:
Get it up and running and integrated into your day to day work
easily understandable and visible!
What do you like best about the product?
I like that that the solution is easily understandable and visible! It addresses the business requirements enabling us to understand where to focus. Easy to administrate and use.
What do you dislike about the product?
With regard to improvements, I would appreciate it if you could explain a bit better what the journeys entail? How does one need to interpret the data? there is a lot of information that requires understanding
What problems is the product solving and how is that benefiting you?
Analyzing marketing campaigns, what is working and what isn't. How are users interacting with promotions and the reasons behind conversion rates.
Recommendations to others considering the product:
Support is great, and the account team knows how to make sense of all the data and come up with great insights for us. suggest working with them regularly
Crucial Insights into the user's journey
What do you like best about the product?
The solution provides a crucial insight into the user’s journey when looking for pain points in our application. it gives us insights very quickly and with no effort
What do you dislike about the product?
The accuracy of the capture is not always trustworthy ex. Clicks are askew, capture might not be what the user sees.
What problems is the product solving and how is that benefiting you?
Understanding the cause for site abandonment, where users are struggling, and what they are experiencing - this way, we can make fixes to the site very quickly and according to priority
Easy to research customer complaints
What do you like best about the product?
It makes it much easier to research client complaints when we can see what they see. Easy to use and to administrate and great business insights from the solution.
What do you dislike about the product?
There are times where recordings can not be found and that makes it tough
What problems is the product solving and how is that benefiting you?
Understanding customer complaints and analyzing customer journeys to see what product features we should develop next
Recommendations to others considering the product:
Work with the services team - they have great insights and know which reports to use. it's a great way to understand customer complaints and easily solve them
Really simple and intuitive to use.
What do you like best about the product?
- Session replay: really simple and intuitive to use. I have found numerous bugs and pain points from watching user sessions and the impact from showing a stakeholder an actual customer session of them struggling is so much more powerful than just explaining it – helps get things prioritized quicker!
- Tagging: The tagging feature helps store sessions of interest or when you have noted a particular behavior (I used to have to store session links in an excel doc before this!).
- Filters/integration with Analytics tools: Really useful for segmenting down to sessions of interest, the wide range of filters is really helpful for this. The two way integration with GA is great.
- Tagging: The tagging feature helps store sessions of interest or when you have noted a particular behavior (I used to have to store session links in an excel doc before this!).
- Filters/integration with Analytics tools: Really useful for segmenting down to sessions of interest, the wide range of filters is really helpful for this. The two way integration with GA is great.
What do you dislike about the product?
- Heatmaps: This can be tricky to navigate as sometimes it loads a different page to what you have selected. A workaround is to generate the heatmap within the page of interest in the session replay, but not everyone knows this and it can put people off using the tool (which I have seen happen especially with new users – they don’t trust the tool to work properly).
What problems is the product solving and how is that benefiting you?
Understanding user behaviour and how they are experiencing our site. Also to analyze our campaigns are developing new product feaures
Recommendations to others considering the product:
Use this for understanding how users are experiencing your product and what to develop next
Great for understanding customer digital experience and journeys a
What do you like best about the product?
Ability to quickly view what customer-facing error messages are shown and the frequency. Very easy to setup, use and administrate
What do you dislike about the product?
Heatmapping can sometimes be tricky (but that's probably because my site is a single page application), the other thing I'd like is on the new journey maps section (the colored pie chart maps), I want to be able to screenshot them with numbers on! Atm I screenshot then have to manually add text boxes in PowerPoint over the top to shop percentages for paths of interest. If you could select which paths to highlight on the pie diagram, they would be more useful to share.
What problems is the product solving and how is that benefiting you?
Understanding customer journey and their experience.
Recommendations to others considering the product:
Work with the Glasbox team on insights from the journey map - there are great insights to get from it regarding user behavior
Action plans to improve our users’ experience
What do you like best about the product?
a. The ability to capture and sort through data that tells me about every click, hover, scroll etc. on our sites and apps with very little implementation overhead. Some people will tell you to ‘only capture the data you know you’re going to need’. The problem with that advice is there’s no way to predict what you’ll need to debug issues on your site. Glassbox makes it very simple to capture everything we need to understand with an out-of-the-box implementation. We can see where our users struggle, how common that is across our user base and then turn those insights into action plans to improve our users’ experience. Its easy to use, easy to administrate and fully addresses our business requirements.
What do you dislike about the product?
There is a lot of data to work with so you’ll need to learn the UI. The best way to overcome this and gain familiarity is to spend time-solving problems that are specific to your sites/apps and have a cross-functional team involved to get the most out of the platform. For example, include developers, designers, marketers and analysts and you’ll learn the UI faster.
What problems is the product solving and how is that benefiting you?
Understanding user experience and engagment, solving site issues and errors. prioritizing our development efforts
Recommendations to others considering the product:
ITs easy to set up and administrate - work with the consulting team to generate more business insights
Excellent reporting based on client actions
What do you like best about the product?
Love the way to easily integrate within an application by means of including links to JavaScript files
What do you dislike about the product?
Environment based url can be better managed. External file link clicks were tough to get recorded
What problems is the product solving and how is that benefiting you?
Recording client actions and getting to know each click in a particular user session thereby giving insight to product user experience
Recommendations to others considering the product:
You will love the tool once you integrate by exploring it's enormous capabilities when your watch the replay sessions
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