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Interaction Maps are great !
What do you like best about the product?
Interaction maps are a great way to really dig into user behaviour and get actual insights on how your products perform. The fact that we can see all the details about a user's session is paramount!
What do you dislike about the product?
having a chrome extension , to pull on the fly insights would be great, connect the reports through segmentation would help too - really looking forward to this
What problems is the product solving and how is that benefiting you?
Checking the ares where are users are convering and what part of the site they are engaging with
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reports on actual user engagement
What do you like best about the product?
The ability to replay sessions and see what a user was "actually" doing instead of guessing. Being able to provide reports on actual user engagement comes in handy when the different business units want information on their section of the website.
What do you dislike about the product?
I believe that improvements can be made to the functionality and layout of the reports. They aren’t responsive so when we show the report on the conference room TV compared to at a desk, or on laptop, they all layout differently, which will move things widgets to the bottom of the screen. Then when we get back to our desk we have to reformat the report layout again. There is also a great need for a Text Widget on the reports for explanations on things for when the designer of the report is not available or a new person is viewing it for the first time.
What problems is the product solving and how is that benefiting you?
Identifying product Issues and usage pattens via our report. Improving our customer experiance and miminzie the call deflection to our service cetner
Great details in session replay
What do you like best about the product?
I like the fact that it has session replay feature that we didnt have in our other tool due to funding and licensing issues,
What do you dislike about the product?
please include in built report or dashboard alerting to alert on sudden spikes or thresholds that we can set up on each field of errors
What problems is the product solving and how is that benefiting you?
With the session replay we detect the erros in the site which we fix but more important we can detect customer struggles like dead clicks
No need for Tagging
What do you like best about the product?
The ability to watch recorded sessions and understand what is going on on my website. Another good thing is that I can trust the system and the insights it provides. I am not sure this is a good tool for an SMB because it has many capabilities which some are complex - but for companies our size with regulation constraints such as PII, ISO and single tenant, Glassbox fits like a glove
What do you dislike about the product?
Glassbox has a slow loading time, I would love to see speed improve. This could be due to the number of sessions we capture
What problems is the product solving and how is that benefiting you?
The better operation of our website so that it is always functional and delivers our customers with a good experience and engagement level across their journey. Fixing bugs and reducing site down time
Love the GIA
What do you like best about the product?
I like the ability to observe and analyze the internal workings of my application with Glassbox new AI search called GIA . its very beneficial in debugging , optimising performance and understanding the user interactions . Also very useful in viewing the understanding user experience and see the users actual interaction with the application and flow through the different pages and end to end flow in the user session for analsyis and troubleshooting . you dont need to waste time or be super technichal to use GIA which is great
What do you dislike about the product?
I have felt from my usage of glassbox , the below improvements will provide a better experience and helpful in troubleshooting and debugging . A better Dashboard which provide more overview of the user experience and teh errors they would have seen while accessing teh application and the response times and user experience which they have when they use the application . Also a better error analysis page with more features which provide more recording sessions of users which have seen 500 /600 errors or specific application errors . Also better performance whicle accessing teh recordings .
What problems is the product solving and how is that benefiting you?
Debugging the app for our customers and taking care of errors. giving our customers a better experiance and enabling them to use our app with no hastle
Powerful Journey Map
What do you like best about the product?
The Glassbox Journey map is very powerful in terms of the analysis it provides. In recent tools we used we had to search for the struggles and experience issues and correlate them to user behaviour to understand if this was driving customers to leave. The power of the journey map is that the bulb insights point us where to focus and which errors need to be fixed first
What do you dislike about the product?
I think there is a great opportunity for you to improve by providing a a quick and easy way to download and share the interaction maps as Jpgs. I can't be the only one that uses these in presentations. Being able to similar but not identical webpage interaction maps side by side would also be great.
What problems is the product solving and how is that benefiting you?
zeroing in on our customer joruney, finding and fixing errors in their sessions and building a better site for our customers
Voice of the Silent !
What do you like best about the product?
I love the ability to be able to directly fix any issues from a users perspective as opposed to guessing where drop offs are. I also like the filtering options to be able to directly gauge conversion/any issues from a specific scenario. We have been using Glassbox Voice of the Silent and its proving to be a a great way to understand which feedbacks are worth payiny attention to based on the the number of customers who shared the sane experiance
What do you dislike about the product?
The interface is sometimes quite confusing, as there is a lot of hoops to jump through to get desired data. Some of the terminology is not abundantly clear to people who are coming to it fresh with no experience, and I'd like the option for more live demonstration to help me decipher what information I need an fthe best way to get it
What problems is the product solving and how is that benefiting you?
Fixing our site and providing our customers with a better experiance
The integrity of the Glassbox
What do you like best about the product?
Being able to see what the user sees on the UI side. It's extremely helpful for identifying bugs. The main point that is paramount for us is that no sessions go missing, and the session count and data we see in Glassbox is compatible with other solutions in our stack. This is very important for us as it means we can rely on the solution and be compliant.
What do you dislike about the product?
This is an extremely helpful tool. I'd say the only improvement that could be made would be to change the default search period from now to like last day or week. I'm almost never looking for an active session when trying to track down a bug.
What problems is the product solving and how is that benefiting you?
Finding and fixing bugs in our site and mobile app. We can basically pick up any issue, whether its a technical - like a JS, CSS or AJAX bug or experience issues such as rage dead clicks and issues we ourselves define as struggles. We then solve these problems.
Single Tenant Support
What do you like best about the product?
For us there were not many options as Glassbox is the only solution we found which could handle the security and performance requirements of our envirnoment. We require a single tenant to address our security isolation needs and the requirment for not sharing our resources with others which would have effected our performance.
Other than that I love Glassbox - the steps and actions that users go through are clearly stated on the side, which saves me time by going directly to the reported steps for review
Other than that I love Glassbox - the steps and actions that users go through are clearly stated on the side, which saves me time by going directly to the reported steps for review
What do you dislike about the product?
Images are not captured properly sometimes in the recording, which could be confusing if that was an user's problem or a glassbox's problem. It'd be better to have this fixed so that I won't be distracted by these minors bugs :)
What problems is the product solving and how is that benefiting you?
Looking into our customer joruneys during their bookin process and fixing errors in their joruney quickly and effectively. Also monitoring the adoption of new business lines
Mobile Ready
What do you like best about the product?
The best thing about Glassbox is its support for of our mobile framework. we tried other solutions in past and found that they had an impact on the perfromance of the app making it unstable or in some cases un responsice on oue customer's device. I am hapy to say that with Glassbox we have found that there is no inmpact on our app's performance. what is more all the PII infomation is not captured while valuable info frrom our customer's journey - which we use to improve their experiance is captured and used for analysis.
What do you dislike about the product?
I would be happy if the tool were more intuative to use, I some time get lost with all the varios query filters. I understand that Glassbox have a new feature coming out GIA? which should make things easier on us from that perspective
What problems is the product solving and how is that benefiting you?
Understadning and solving the areas in our app where our customers are stuggleing, being able to see what needs to be taken care of first and using the sessions as a source of truth which we can all act on
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