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An excellent tool to gather valuable insights
What do you like best about the product?
Glassbox allows us to spot issues that could otherwise go unnoticed, giving us the opportunity to stop potentially larger problems in their tracks.
What do you dislike about the product?
I was not a fan of Glassbox's previous UI, however this has been completely overhauled in the new version!
What problems is the product solving and how is that benefiting you?
Glassbox has given us the opportunity to optimise user journeys, fix errors and how we display them to users, track performance issues and quickly identify user pain points.
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Helps me to understand what is going on
What do you like best about the product?
The Ability to quickly locate session by any (!) attribute of the session - text buttons clicked, IP and all this can be done while the session is still going on (like a 10 second delay or so) they also have funnels which allow to quickly identify similar sessions. Also the fact that they have no 'tagging' required this is a great benefit for our teams in turn of maintenance as they dont need to create a new attribute each time a new product capability is being added.
What do you dislike about the product?
Its all very good - I would like to get better recommendations on which reports to use - there is so much there
What problems is the product solving and how is that benefiting you?
Quickly identifying where and why users are leaving the site, conversion issues and site technical issues there are many of them some time so this helps us quickly identify which ones matter and quickly prioritize them. It also lets us see which parts of our site are more popular than others - and where users are spending most of their time (and this can be done per journey type as well ) so this is more than just a heat map!
Recommendations to others considering the product:
Work with the team to see which reports are best for you. the system can be up and running in no time - but it is very important to know what kind of stuff you want to see. There are of course ad-hoc queries, but in day to day job is always best to know where to start from
Great tool for managing digital experience of customers
What do you like best about the product?
Glassbox enables me to understand why users are acting the way they are in my web site. It enables me to discover not only where they are leaving but why. and all this with no over work no need for pre tagging screen elements. all data is immediately available for analysis
What do you dislike about the product?
I would love to better segment sessions by returning users. there are ways to do this but this is not straight forward .
What problems is the product solving and how is that benefiting you?
Understanding the reasons behind conversion rate and user abandonments. You can clearly see all user journeys and their behavioral trends according to geolocation and devices . best of all this integrates with our a/b testing so we can try different new product capabilities before we role them out
Recommendations to others considering the product:
Ask to see the journey map in action - and see how this can work for you. Clearly state the KPI you are trying to drive
Amazing Solution - Gives me the Why behind the What
What do you like best about the product?
Its not the session replay (though it is great) buy the fact that I can easily and immediately search for all sessions with open text based on any event that occurred in the session. I also love the ad-hoc funnels which allow me to review sessions which followed a specific path or that have specific screen elements inside of them.
What do you dislike about the product?
I would be happy if I could search for sessions by users - this is possible but not as straight forward. I guess the UI could look a bit better - but this is a price I am willing to pay as the analysis capabilities are strong and I can quickly understand all journey patterns
What problems is the product solving and how is that benefiting you?
Understanding where and why users are leaving the site - and based on this solving issues in the web site (mostly technical issues ). It also provides a complete the view of my all my users journeys which I can then slice and dice (like with A/B testing data to understand which campaign works best)
Recommendations to others considering the product:
The strong advantage with Glassbox is that web elements don't not require tagging and they are available for immediate query and analysis. this does not exist with many other applications I looked at
Best thing since sliced bread!
What do you like best about the product?
Glassbox automatically tags every event! Also, when I need the data elsewhere or the replays elsewhere, they are available to me in real-time. The support team uses the replays and links them into our Jira tickets. The product team uses it for the digital analytics, the journey mapping, and the automated insight about what issues are causing the most revenue affecting problems. The analysts use it for trouble shooting which often times are technical events our other tools do not capture or highlight. With the video like replay and indexed code, we don't have to recreate problems our customers are having. All the data and visual evidence is right there at our fingertips saving weeks of analyzing and guessing from our development team. We are bringing in real-time omni-channel use cases now using the streaming data feed to our S3 lake. This product is awesome!!!
What do you dislike about the product?
There is little to dislike here, I suppose more user groups would be helpful to learn what others are doing with this tool.
What problems is the product solving and how is that benefiting you?
Conversion Optimization, Troubleshooting Digital IT issues, Streamlining our support process. Each of these has pretty hard ROI associated with them.
Recommendations to others considering the product:
Try this product you will love it!
Become a digital-oriented organization
What do you like best about the product?
One of the key things I appreciate about Glassbox is that the organization really manages to conduct a digital organizational dialogue, and allows all teams in the organization, business teams and technological teams, to understand the customers experience and what needs to be improved, and to be able to communicate the conclusions between them. The surprising thing is that wherever you want to do analytics research - the system will allow you to do so, In a wide variety of tools, without understanding the technology of the channel. Glassbox is a system that really gives value to the organization and promote it in the digital world.
What do you dislike about the product?
Since the system allows us to understand the fully user experience, quickly and easily, it would help to get information that does not exist in the organization's digital channel, such as data from the social networks data. clearly, complying with private regulations has a price. in this case, we use systems that add that value.
What problems is the product solving and how is that benefiting you?
The experience of all of us shows that when customers complain about a difficulty in a business process on the digital channel, we are not always be able to understand where this difficulty comes from, especially when the channel's logs show that everything is fine. The system allows us to clearly understand why the customer is experiencing difficulty in the digital channel and why the technical team was unable to see it. The system presents the problem, plus all the technical information, so the understanding is immediate.
Recommendations to others considering the product:
If you really want to enhance your customer experience on digital channels, and do it in a pleasant and simple way, just play on Glassbox. It will give you all the tools you need to get results and increase your conversion rate.
A great product that gives a lot business and technical value
What do you like best about the product?
I like the funnel graphs and finding the reason for dropped off customers from a business process. It is amazing to investigate the dropped off customers using the reports and using "session replay" of that customers. It gives you a lot of useful insights. we did it for several business process and find a lot of insights to improve the process from UX and technical point of view and always use it to improve the conversion rate.
I also like the session replay, it is always interesting to see how people behave while using the site or app and to understand their difficulties. It can save users groups and customers surveys and much more represents the customers. It can help for data driven decision making instead of feelings or non representing surveys.
I also like the session replay, it is always interesting to see how people behave while using the site or app and to understand their difficulties. It can save users groups and customers surveys and much more represents the customers. It can help for data driven decision making instead of feelings or non representing surveys.
What do you dislike about the product?
Nothing, but I wish for some more analytics capabilities.
What problems is the product solving and how is that benefiting you?
The main issue is to understand the digital customers. To understand their behavior while using the app or website and improve the UX and the business process conversion rate using the funnels, user journey and other reports.
Other issue is to use session replay in call center for support.
Other issue is to use session replay in call center for support.
It's simple, there isn't any compotator to this wonderful product
What do you like best about the product?
recorded sessions, user journey, ajax recording, funnels, alerts, reports, anomaly board, system monitoring, mobile box, browser metrics, server metrics, console errors, application summary, client flows, client flows list.
What do you dislike about the product?
Configuring attributes can be more user friendly :)
Masking! :(
Masking! :(
What problems is the product solving and how is that benefiting you?
Getting ratio in forms.
Debugging crush analysis.
Understand how users communicate with the App.
Debugging crush analysis.
Understand how users communicate with the App.
This solution gives many benefits and improvment to its customers
What do you like best about the product?
Simple usage massive insights to the customer
What do you dislike about the product?
i havent found anything bad so far, i am using this platform for the last 5 years
What problems is the product solving and how is that benefiting you?
we found fishing attack on one of our clients and managed to set a report with all affected customers,
other customer found that his website on responsive browser does not show the submit button, we found with Glassbox that another SDK within the customer SDK is malfunction and causes problems.
we proved many times that we can improve the conversion rates of our customers.
other customer found that his website on responsive browser does not show the submit button, we found with Glassbox that another SDK within the customer SDK is malfunction and causes problems.
we proved many times that we can improve the conversion rates of our customers.
Very Satisfied Customer
What do you like best about the product?
Glassbox is very easy to use for session replay. The activity tree provides fantastic details that take you right to what the customer was doing. I am able to analyze the customer journey which helps me add the right details to defects I open. Also, when I train new users, they are able to learn how to use the replay functionality fairly quickly and easily. Adding new users is also very easy to manage.
I also like the funnel creation took from within a session. Even if I do not save the funnel, I can get a quick count of page hits or button clicks.
I also like the funnel creation took from within a session. Even if I do not save the funnel, I can get a quick count of page hits or button clicks.
What do you dislike about the product?
Some of the preliminary set up is quite complex. I do not come from an IT background and I would not have been able to do the set up work on my own. Luckily, I partner with 2 strong IT professionals and they did the heavy lifting of initial set up. After 2 years I am finally understanding how to define my own attributes and create pages.
What problems is the product solving and how is that benefiting you?
We are solving customer complaints about technical problems using our website. We review their sessions for any unexpected errors or blockers. Then we do impact analysis to see just how many other people might be affected by the same issue. Then a defect is opened and assigned to the right product team for fixing. We also using reports do triage issues in a proactive manner and again, open a defect to resolve.
Our IT partners use Glassbox for application monitoring and alerting. It is also used by our performance teams to track site pertformance.
Our IT partners use Glassbox for application monitoring and alerting. It is also used by our performance teams to track site pertformance.
Recommendations to others considering the product:
Take your time to understand all of the information that Glassbox can provide. Even after 2 years of using this product every single day, we are only using about 50% of the functionality that Glassbox offers.
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