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Extremely useful tool!
What do you like best about the product?
It’s an extremely useful tool when looking into customer issues on the website, seeing spikes in errors and keeping an eye on new functionality and how it’s being used. We are hoping to really start making use of the heatmaps as well!
What do you dislike about the product?
The only thing I could say, and it’s not a huge issue as I would have contacted before now, but wait times on retrieving older data, can be a bit slow, even when it’s only a short period.
What problems is the product solving and how is that benefiting you?
Identifying site errors and giving our customers and users a better experience which drives a high level of engagement on their side, which encourages them to come back again
Recommendations to others considering the product:
Make this tool part of your daily practice
Makes our product better on a daily basis
What do you like best about the product?
The solution is easy to navigate and provides insights that improvesour product. we can easily see which section of our site is more engaging for our users, and based on that, we can offer new features
What do you dislike about the product?
Nothing that I would say I dont like. the tools works as requested and provide us with the information we require in order to provide our customers and site users with a better joruney
What problems is the product solving and how is that benefiting you?
Making our site more accessible to our customers and having it easier for them to find and quickly locate the forms they are looking for, and if not - we know where they require support
The best tool for analyzing and improving users experience
What do you like best about the product?
The ability to troubleshoot problems in our site pages and look into customer journeys and experiences. The filtering options are a good way of showing the data.
What do you dislike about the product?
There is so much information to sort through (but that is the nature of this type of data) . All in all I am very satisfied with the insights the tool provides us with
What problems is the product solving and how is that benefiting you?
Fixing any technical or experience issues we have in our site. driving a better user experience and engagement and understanding our customer's behaviours and there requriements
Recommendations to others considering the product:
Predefine the KPI you are looking to drive and business objectives before you begin using the system, as there is so much data to go through - if you don't know what you are looking for it, it can be overwhelming.
Pinpointing engagement potentials in our product
What do you like best about the product?
The ability to live watch recordings to pinpoint issues and see heat maps in their different variations. This helps us to identify potential improvements in our product
What do you dislike about the product?
It's hard for us to aggregate data to find trends. there is a huge amount of data in the system and sometimes, its overwhelming to aggregate all of it and find the trends
What problems is the product solving and how is that benefiting you?
Identifying site issues how users are engaging with our site over time. Which capabilities they find more engaging and which less. This enables us to provide a better CX
Recommendations to others considering the product:
I would highly recommend working with the account management for best practices and building the reports which best address your needs
Verify the customer journeys and focus on the areas that need improvement
What do you like best about the product?
I think it’s a great tool to verify the customer journeys and focus on the areas that need improvement, particularly when technical issues happen and are not detected immediately. In addition to it, it gives us the opportunity to be proactive in discovering opportunities in the customers’ journey.
What do you dislike about the product?
Sometimes the reports take a little too long to generate. but this may be because of slow connections. or becuase the reports themselves are ad-hoc and work retroactivley
What problems is the product solving and how is that benefiting you?
Fixing site issues and giving our customers a digital journey that is free from errors and friction points so that they can effortlessly achieve what they have cone to do
Recommendations to others considering the product:
understand which KPI you wish to drive and then build reports based on that
Drives our Customer Experience with our VOC
What do you like best about the product?
I love the functionalities that Glassbox provides it works together with our VOC solutions and drives great value as we can now clearly reconstruct sessions that rated low on experience
What do you dislike about the product?
I would be happy how to if we were able to add more pages to review them by ourselves instead of the need to contact support each time. or maybe we simply need to know how we do this
What problems is the product solving and how is that benefiting you?
understanding the reasons behind customer complaints and perfecting our website to drive a better customer experience and level of engagement. Also it takes us less time to solve issues
Recommendations to others considering the product:
The support team have great insights - I would suggest consulting with them regularly
Pleased with Glassbox/Sessioncam tool
What do you like best about the product?
By integrating with Google Analytics we can match user behaviour to actual recordings and view
What do you dislike about the product?
The tool helps you find the problem but not necessarily the why. Especially when the issue has been triggered from a prior step
What problems is the product solving and how is that benefiting you?
Connecting user behaviour issues with recordings and pain points
Excellent value product
What do you like best about the product?
Excellent value product that enables to gain valuable insight on how customers interact with our website. We’ve used the product extensively to identify UX improvements and address bugs.
What do you dislike about the product?
The main frustration is with clicks maps that don’t always represent what a customer sees on screen.
What problems is the product solving and how is that benefiting you?
Resolve user experience issues in our web-site and give our customers a better customer experience with minimum levels of frustrations and struggles. increase operational efficiency
Powerful tool any team should have in their stack
What do you like best about the product?
The CSS is excellent, the insight days also have huge value and the support we receive from the Glassbox team is exemplary. It is great working with such a product
What do you dislike about the product?
Nothing - the tool is great, and we receive great support for our requests. We have been able to improve our product and ist direction thanks to the ongoing usage of Glassbox
What problems is the product solving and how is that benefiting you?
Developing a site that is more customer-facing and drives the better level of interaction and engagement. Delivering a better customer experience on the ongoing and having happier customers
Great solution, top notch support
What do you like best about the product?
Great support, esp from a customer satisfaction perspective, and very prompt response in particular from engineer support which is vital for our customer-facing website set-up. The tool itself provides invaluable insights allowing us to pinpoint opportunities for improvement. I also appreciate the notifications when I am nearing my quota limit, allowing me enough time to take action. The service is cost-effective and competitively priced.
What do you dislike about the product?
Nothing to be honest. The tool is excellent and answers all of our business and technical requirements ongoing. If we do have any issues we get support from the team in no time
What problems is the product solving and how is that benefiting you?
HAving our site more customer-facing and more engaging to do business with. We have also lowered our time for resolution of any technical glitch in our site as we can quickly reproduce customer sessions
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