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The product is like a high performance sports car
What do you like best about the product?
The product is like a high-performance sports car, which means that I sometimes need support to understand what I’m looking at. Account managers are always eager to answer questions in as much detail as I need. I really don’t think I’ve ever had better support from a SaaS provider.
What do you dislike about the product?
At times, the interface is clunky. “I just indicated the hostname. Why do I have to enter it again?” But other than that we are having a great experience with the solution
What problems is the product solving and how is that benefiting you?
Perfecting our customers' engagement and experiences across their digital journey and being able to quickly respond to site issues as they occur. We can today provide our customers with a better product
Recommendations to others considering the product:
Work with the Glassbox team on creating custom reports which are aligned to your KPI
Tailored and personalized journeys
What do you like best about the product?
Love the Glassbox understand that it’s a tailored and personalized journey. They are happy to hold your hand as much as you need or non at all! I can have different teams have direct contact with our account manager and all questions are answered as well as examples shown. If we need further training sessions, they are always willing! I can't praise the pro-activeness of Glass Box enough!
What do you dislike about the product?
The fact that we can't have them sit next to us in our office all day. There really is nothing I dislike; the solution is great and addresses all of our business needs
What problems is the product solving and how is that benefiting you?
Fixing errors in our site, giving our customers a better customer experience. Having our customers more engaged and with our bran. Working internally in a more collaborative way
provides us with invaluable insights
What do you like best about the product?
The interaction maps & session replay tools are invaluable to us and provide us with invaluable insights into how our visitors are interacting with our website and enable us to better understand what is/isn’t working to make data-driven changes. The error analysis tool enables us to see what errors are occurring during our visitors' sessions and how often these are happening, the ability to then search for these specific sessions, so that we can see exactly when/how these errors are occurring is fantastic and really help our dev team with ensuring the website is performing as we expect and helps provide a much better user experience for our visitors. Furthermore, the ability to filter by events without needing to tag them is another invaluable asset of the tool and provides invaluable insights for our website optimisation process.
What do you dislike about the product?
A more detailed tutorial for users that are new to this tool and have no experience with similar tools to ensure that they can utilise Glassbox effectively, as sometimes other teams can be put off using it, as it feels quite ‘daunting’. Furthermore, having a connector with Data Studio would be great, as a lot of the reports we provide to stakeholders are done through here, so being able to provide them with supplementary data from Glassbox such as the struggle scores, would be beneficial.
What problems is the product solving and how is that benefiting you?
Providing our customers with a better experience across their digital journey. Fixing site issues and being more productive about it - meaning it takes us less time to find the issue and fix it.
Excellent tool for heatmapping of web content and session recording.
What do you like best about the product?
The heat mapping features in GlassBox's SessionCam are very easy to set up and use, which is exactly what we needed.
What do you dislike about the product?
This tool does not work well for content with hidden elements.
What problems is the product solving and how is that benefiting you?
The heat map reporting is the feature I use the most, allowing our organization to quantify engagement intuitively and visually.
The perfect tool for Digital Optimization
What do you like best about the product?
The solution is straightforward to use, and it provides us with great benefits for understanding how our customers are engaging with us digitally. we also can see how our site is performing on a regular basis
What do you dislike about the product?
Speed of site? But it could just be my internet - So I guess nothing to complain about. I like using this tool and have benefited tremendously from using it regularly
What problems is the product solving and how is that benefiting you?
Fixing site issues when they occur, making sure we have a core web vital score so that our SEO ranking is not impacted in any negative manner. driving customer engagment
Great understanding of our CS score
What do you like best about the product?
I like the understanding of the customer satisfaction score we get with Glassbox. We can view this for each session and create reports and filters on it so we can see the relevant sessions.
What do you dislike about the product?
With our current solution, which we are using today in our organization, I often feel that the session play console could be easier to use. It is not that easy for me
What problems is the product solving and how is that benefiting you?
Improving our customer experience and reducing the friction points our customers have when visiting our website. It is also easier for us to find issues and decide what to take care of first
Insights into our customers' behaviors
What do you like best about the product?
I love the ease of use and the insights the solution provides regarding our customer's behaviors. These insights enable us to give our customers a better experience across their digital journey
What do you dislike about the product?
Personally, for me, the ability to go back further in time, but I believe that's contractual.
What problems is the product solving and how is that benefiting you?
Understanding our customer's behavior and improving it. Reducing the time it takes to resolve errors and delivering a great and engaging digital experience to our customers.
Recommendations to others considering the product:
we worked with the Glassbox team for creating additional reports and funnels, which leveraged our understanding of our customers frictions points and made it actionable
effortlessly identify issues
What do you like best about the product?
Ability to effortlessly identify issues with CX, unique metrics that can be gathered from it. Easy to use and administrate and stong product roadmap as well. great experience working with the Glassbox team as well. Keep up the good work!
What do you dislike about the product?
Nothing so far. Solution is great and addresses all our needs
What problems is the product solving and how is that benefiting you?
We are identifying CX issues and improving the experience of our customers when they come to our site, it makes our team far more productive, and our performance has incresaed.
Recommendations to others considering the product:
A pleasure to work with the Glassbox team, keep up the good work
Utilising our product to its full potential.
What do you like best about the product?
The service and drive to ensure that we’re utilising the product and its capabilities to its full potential.As part of the business team daily practice, the main capabilities we use are the page journeys and business flows. The full visibility we have on different journeys allow us to visualize how users enter and exit an individual page to understand the influence of previous issues on abandonment at a later stage.
What do you dislike about the product?
The fact that event creation is not as straightforward as we would like.
What problems is the product solving and how is that benefiting you?
Providing our customers with a better experience across their digital journey. Making sure our site is working and minimizing the cycle time of development. And much more
Great tool with lots of data
What do you like best about the product?
I like the session playback and controls with it that allows us to troubleshoot client issues as best as possible properly. We can clearly understand what issues our users are facing and take action to fix them
What do you dislike about the product?
It does feel like the UI has a ton of buttons and features that may not be necessary per user/use case. Limiting the features per user (ex: admins, data analysts, service desk) would allow to meet the least privilege access and the UI to not be as cluttered
What problems is the product solving and how is that benefiting you?
We are fixing site issues, providing a better experience to our customers, and understanding what drives their engagement and willingness to do business with us?
Recommendations to others considering the product:
There is a great deal of data to be used suggest working vendor business team on building reports which fit your objectives
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