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Amazing tool that helped us change the way we do business
What do you like best about the product?
Glassbox has helped change the way we operate as a business. The speed to insight has significantly helped us tackle customer friction and challenges we face across our digital estate. The ability to see exactly what is happening removes the guessing of the gaps our data previously couldn’t fill.
What do you dislike about the product?
The initial learning curve, especially when getting the wider business onboarded using the tool, however training has been good and more material is being made available.
What problems is the product solving and how is that benefiting you?
We wanted to have a better understanding of what causes frustration among our users and to be able to detect engagement issues as well as technical problems quickly and easily
Recommendations to others considering the product:
Communicate the business needs as best as you can so the Glassbox team can show you how the tool works in a more focused way and try to learn the different capabilities as it will become beneficial further down the road
Easy to use and amazing insights
What do you like best about the product?
Easy to use and intuitive. The Glassbox support team is always ready to guide and help. The amount of data and the way it's presented have helped us improve our processes within weeks.
What do you dislike about the product?
I would love to see the ability to know how much revenue each creative block on the tab pages drives through clickthroughs and learn to use the filters independently.
What problems is the product solving and how is that benefiting you?
We wanted to have complete visibility into our user's flow and what struggles they have while interacting with our digital properties to be able to detect errors and quickly fix them.
Recommendations to others considering the product:
Use the business insights team to learn how to leverage the data captured
Great way to improve CX
What do you like best about the product?
It's a great way to drive our business as we can clearly see where our CX is not the best and improve it. We can identify where our site is not working and fix it,
What do you dislike about the product?
The solution works great for us, so there is nothing big to complain about. It generally does what we require it to do. It has great support as well so I am very happy with it
What problems is the product solving and how is that benefiting you?
We are improving our website by reducing the number of errors we have in it. we are increasing our customer experience and also getting a higher level of engagement from our customers
Seeing customer issues quickly and improving CX
What do you like best about the product?
With Glassbox it's the ability to see what is causing the customer issues where traditional analytics can only show me a number of people having the issue. It's a great solution
What do you dislike about the product?
The Workflow from spotting a struggle issue to drilling down to a couple of videos showing the issue can be long, but other than that, it's a powerful capability
What problems is the product solving and how is that benefiting you?
We are now able to detect issues related to both technical and engagement and quickly fix them. We are also able to prioritize based on what issues are affecting our users the most.
Works great with our VOC
What do you like best about the product?
The concept and the way it can connect with appended data.. we can combine it with VOC feedback. It turns our qualitative feedback into quantitative insights as we can now validate and understand the reason behind a positive or negative feedback
What do you dislike about the product?
Sometimes the dashboard doesn't perform as we want it to - and the Struggle score feels worthless when we can't say why it went up or why it went down.. or if it stayed the same.. how do we know if factors within it switched
What problems is the product solving and how is that benefiting you?
understanding the reasons behind low feedback score and driving a higher customer satisfaction from our product by fixing the actual issues the customer complains about
Powerful Insights
What do you like best about the product?
I love the fact that the tool is very easy to use and that it is powerful in providing us with insights concerning how our customers are operating on our website
What do you dislike about the product?
The tool is excellent. There is really nothing I can think of. It provides us with all the insights we require and has improved our site - so this is just great for us
What problems is the product solving and how is that benefiting you?
Giving our customers with a better user experience across our website so that they can quickly find what they are looking to do. we can also verify customer complaints by reconstructing issues
Easy to use and helps to shape our product
What do you like best about the product?
The solution is very easy to use and provides us with the insights and information on how our customers interact with our mobile app. it shows us which parts are more engaging.
What do you dislike about the product?
Everything is good with this tool. I really don't have anything negative to say. Support is great as well, and we have driven very high value internally from using Glassbox
What problems is the product solving and how is that benefiting you?
prioritizing development assignments based on how they drive customer engagement. assisting us in A/B testing for new features and fixing technical issues when required
Recommendations to others considering the product:
Build your own reports for addressing business objectives
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.
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