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Seeing our pain points
What do you like best about the product?
Being able to monitor our crashes - review our customer sessions and fix all the pain points - specifically on our mobile app
What do you dislike about the product?
System can be slow sometimes or take time to respond
What problems is the product solving and how is that benefiting you?
understanding the usage of our mobile app and seeing where the screen UX is unclear
See the active traffic
What do you like best about the product?
With GlassBox its good to view the active traffic about our customer facing applications
What do you dislike about the product?
The heat maps dont always explain what is going on
What problems is the product solving and how is that benefiting you?
Stats are useful for Production incidents how they are being solved and how long it took
Great Reporting
What do you like best about the product?
The glassbox reporting has been pivotal in our operations and provides us with great insights
What do you dislike about the product?
Long time to wait for session reload when playing back
What problems is the product solving and how is that benefiting you?
Seeing the customer problem in a session and being able to prove it
Great API detais
What do you like best about the product?
I like being able to watch customer sessions and see the api responses which have details on the customer journey
What do you dislike about the product?
Sometimes searching for things is hard if you don't know what everything means
What problems is the product solving and how is that benefiting you?
Operational Cost - reducing the number of calls we get into our contact center
Great for Quantifying and Prioritising a problem
What do you like best about the product?
Glassbox provides very useful insights on how are new product features are prforming in the market when deployed to Prod. We use Glassbox to check if there are any issues encountered and/or how these new product features are performing in terms of Customer experience. It helps us to analyze and determine possible improvements usabiity and technically. Glassbox also helps us potential issues that Customer s might encounter based on evaluation and assessment of the App features.
What do you dislike about the product?
The UI could be better and more engaging - but once you get use to it - it does the job
What problems is the product solving and how is that benefiting you?
Glassbox basically mitigates possible issues by providing analytical assessment and insights on findings both functionally and technically. It also gives sugestions which makes it a lot easier for the the team to leverage on for a possible solution. It specifically help to identify challenges/struggles and recommends sound solutions. Each Product owners utilizes Glassbox to align any feature or functionality that needs improvements or chanes from the business
Great performance monitoring
What do you like best about the product?
Glassbox has been very helpful in retroactive search - we can quickly create a funnel and unterstand how important an issue is
What do you dislike about the product?
Nothing to complain about except would like a longer retention of our sessions in the system
What problems is the product solving and how is that benefiting you?
We give our customers a better experience so that they dont need to call into the contact center every time !
Minimising Fraud
What do you like best about the product?
I like being able to see all the different details per session. Seeing the session, from beginning to end, with the explanations to the left (saying what is happening with each click)
What do you dislike about the product?
Would love to see how this integrates with our fraud solutions
What problems is the product solving and how is that benefiting you?
I currently work for a fraud team. We use glassbox to see what activity occurs when a member accesses their profile/account through desktop/laptop/mobile device. It helps us to find suspicious behavior.
Real time access
What do you like best about the product?
The ability to access the mode that let's you scroll up and down as if you were on the page yourself.
What do you dislike about the product?
Would love to see what Glassbox has in their roadmap and their futre plans
What problems is the product solving and how is that benefiting you?
Any subjective errors within the capture and save timeframe, agent or client side.
Very simple to use
What do you like best about the product?
The best thing about the Glassbox tool is that it is simple and straight forward to use
What do you dislike about the product?
The retnetion of the sessions could be longer so that they dont get deleted after 6 months
What problems is the product solving and how is that benefiting you?
Investigation into potential unauthorized access
Great for troubleshooting
What do you like best about the product?
I like that I can use Glassbox as a tool to troubleshoot customers issues. I can use it to validate information that customers provide to us. I also love the design of Glassbox as it is very user friendly.
What do you dislike about the product?
Additional help and training in the onboarding and more updates which circle around new features
What problems is the product solving and how is that benefiting you?
I identify technical issues with the website and analyze customer sessions to uncover problems customers encounter. I use Glassbox to identify the customers browser type and device to ensure compatibility with the website and any other relevant factors.
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