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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
A must tool for product managers
What do you like best about the product?
The journey map is my personal favorite. It highlights all the journeys our customers take in our website and mobile app and highlights those journeys where the customers are dropping off or having experience and Technical struggles. From here, we can go into our sessions and see precisely where the problem is. I also like the funnel studio, which is an excellent tool because it lets us know the sequence of steps and how common they are. We also use the business flows which helps us quantify and prioritize sessions based on Revenue. The session replay highlights not only the technical issues but also experience issues such as dead clicks and dead links. It shows us also where we have AJAX issues meaning our server requests didn't perform correctly. In short, it allows us to fix problems we have, and when introducing new capabilities, it allows us to see how popular they are and their adoption rate. We also have integrated it with our feedback tool. This way we can identify those sessions with a poor feedback score and quantify how many other sessions I've had the same issue but didn't leave feedback. This tool allows us to act much quicker to any problem we find in our website and mobile app, and I really can't see how we got along without it for so long. I also like how intuitive this tool is and how quickly it analyzes all the data. It is an excellent to work with.
What do you dislike about the product?
I would be happy to add customer behavior into the heatmaps and see in it - and not only in the session replay and in the journey maps.
What problems is the product solving and how is that benefiting you?
Increase the operational efficiency and the customer experience and engagement. Quickly indetifying issues in our product and fixing them before they become a major issue
Recommendations to others considering the product:
Had I started again, I would have taken this tool into our product design considerations from day one. It is much better to build new capabilities and features using this tool rather than fixing the stuff after errors occur.
Very powerful analysis tool
What do you like best about the product?
One of our product team main responsibilities is driving site engagement and using Glassbox has helped understand how users actually behave and how to tailor our website design to their behavior. The session replay and interaction maps abilities allowed the product team to observe user behavior that provides opportunities for design optimization. For example, Glassbox observed users opening multiple tabs of product detail pages simultaneously which indicated the need for a comparison module to encourage purchases. Furthermore, we were able to improve the speed and efficiency of our A/B testing by comparing user behavior on both versions of a journey or page and eliminate the guesswork that usually comes with the traditional A/B testing. Glassbox A/B testing enables us to make the changes that improve customer experience for some users, while maintaining existing design for others and we can conduct as many A/B tests as needed with other changes until the design optimized and apply the most optimized change permanently. In addition the ad-hoc funnels allow us to select events from the session replay and build retroactive reports which look at the behavior or more to the point the sequence of the behaviors which we are looking for an tell us how common it is with other uses
What do you dislike about the product?
I think the page funnel view could be better, it's hard to read sometimes. I also get the same recordings repeated when I view recordings for pages
What problems is the product solving and how is that benefiting you?
we are using the solution to reduce the number of errors in our site. We are also using the solution in order to understand the success of our various tests which we do with the product.
Recommendations to others considering the product:
I would strongly recommend working with the vendor's service team in building the initial reports, which are not out of the box because they were far more tailored to our business needs
Great customer service and analytics
What do you like best about the product?
The augmented journey map is great. It shows us the journeys and the campaigns and in with it we can see where our customers are abandoning. There is no need for us to go and replay each session in the session replay as thatt would have taken hours. What we do is use the journey map in order to zoom in on those campaigns which have a high level of abandonment and glassbox points out to us the reasons behind this abandonment. The reasons vary from technical issues such as rage clicks due to the page not responding and sometimes these could be experience issues meaning the customer could not find where they need to go in the campaign in order to move forward. Glassboxs quickly shows us the reasons and then we go into the session replay and replay the sessions in order to validate the root cause of the issue. Once this is done we simply share with our development team where the issue is happening and they replay the session themselves and based on that understand exactly what is happening and what they need to do in order to fix it. We also use the interaction in order to understand where our users are spending the bulk of their time on our pages
What do you dislike about the product?
It would be cool if we could search for sessions according to the IP address and jump into the sessions based on a timestamp. the user interface is very powerful and it takes time to get used to it. However, the sessions can be shared between multiple people in our organization and that is the main point and the benefit
What problems is the product solving and how is that benefiting you?
We are using Glassbox to optimize the conversion in our marketing campaigns and to fix errors on our website so that we can provide the perfect experience to our customers.
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