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Allows us to troubleshoot and dive into any client related issues
What do you like best about the product?
The overall concept of the product. This allows us to troubleshoot and dive into any client-related issues without needing to go off assumptions. It also provides recommendation how to make the user journey better
What do you dislike about the product?
Sometimes the sessions are long but we can filter and see only the sessions with the highest struggle score so it's not something that prevents us from going into root cause analysis
What problems is the product solving and how is that benefiting you?
We needed a tool that can troubleshoot and provide real-time alerts so we won't have to waste time looking for what happened on specific journeys. Saves a lot of time and provides us with insights we didn't get from our existing tools
Recommendations to others considering the product:
Learn everything related to product testing and engagement - it's relevant to a lot of initiatives and Glassbox can help improve the go-to-market strategies
Great tool for insights and visibility
What do you like best about the product?
The ability to watch sessions in real-time and know immediately what happened to users that made them abandon the website. We quickly find the friction point, validate it and fix it. Saves a huge amount of time for our customer support center as well as our IT department.
What do you dislike about the product?
It takes time for other departments to get used to the tool - there is a learning curve but after seeing the improvement on AHT and how efficient everything is now, it's worth it
What problems is the product solving and how is that benefiting you?
Visibility issues and time spent on detecting issues. Having one source of data for all of our digital properties and seeing what the user did in multiple ways like the journey map and session replay has been a game-changer
Recommendations to others considering the product:
Explain your KPI's to the Glassbox team so they can show you more business benefits of using the tool
Amazing at identifying both technical and engagement issues
What do you like best about the product?
The ability to look up specific customer issues and understand the user's experience in the context of an entire journey is powerful and has been a game-changer for us in terms of our relationship with our customers.
What do you dislike about the product?
The tool captures a lot of data - it's a given due to the number of sessions we have. It's great to have the Glassbox team available and ready to help filter and set up everything
What problems is the product solving and how is that benefiting you?
Identifying friction points that are not only related to technical aspects of the website and seeing the entire user's journey and not just one page has given us insights into users' behavior. We now have a full view of what's working on our website and what requires improvement.
Recommendations to others considering the product:
Learn how to set up dashboard view and reports during implantation - this will save time when the tool will start capturing data and enable easy access to what you care about most
Great tool for improving marketing campaigns
What do you like best about the product?
The tool is very intuitive and we can modify the view and the way the data is presented. The integrations are invaluable and smooth which makes it a lot easier for us to monitor data from various sources.
What do you dislike about the product?
Some aspects are easier to learn than others but all in all, it's a quick learning curve. The out-of-the-box reports, which is an important capability for us, need to be configured but once Glassbox set it up, it was easy to use.
What problems is the product solving and how is that benefiting you?
With Glassbox, we can analyze campaign performance, create recommendations based on the insights we get from the tool and improve our campaigns continuously. The tool is excellent for measuring ROI and changes in conversion rates.
Recommendations to others considering the product:
Integration with other tools is key to success - Glassbox can amplify visibility and bring all of your data under one system
Helps us analyze events to improve conversion rate
What do you like best about the product?
It's easy to analyze the issue and come up with solutions and know the flow that triggered the issue. We have all the data we need to improve the websitr flow and increase conversion
What do you dislike about the product?
The tagless capture is fantastic but not all events are relevant to us so the Glassbox team helps us filter and see only what we care about which makes analyzing events a lot easier.
What problems is the product solving and how is that benefiting you?
Detecting errors that are related to both technical and engagement issues and fixing them even before our customers call the support center. We were to decrease customer support handling time by 30%.
Recommendations to others considering the product:
Learn how to set up reports and read them yourself - saves time and allows your teams to be independent
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
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
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