External reviews
809 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Brings all our CX Data together
What do you like best about the product?
The interface is very user-friendly and has many capabilities like funnel reports, session replay and interaction maps. It's a great tool for finding errors or bugs on our site, which helps us to identify specific issues reported to us or errors which we can have alerted to us from Glassbox directly. It has also helped with proactively finding issues and areas of opportunity within different journeys.
What do you dislike about the product?
There isn’t an ability to take screenshots of session recordings which would be very beneficial in sharing insights with teams. Data retention for click maps could be improved to allow MoM comparisons.
What problems is the product solving and how is that benefiting you?
Having a more customer-facing site. increasing conversion and CX
Recommendations to others considering the product:
Define your KPI objectives from an early stage and focus on a specific journey segment to show value to the product house
Reviewing the customer journey in detail
What do you like best about the product?
In the Glassbox Journey Map I have the possibility of reviewing the customer’s journey in detail and identifying their needs on our websites. It also gives me the indication of any page flaws which we have and how they are impacting our customer’s behavior. Lately, we have been very concerned with our core web vital (CWV) in our website, specifically our largest contentful paint (LCP) as google now uses this in its SEO ranking of our site in mobile devices. Glassbox give us this information for each page so that we can adjust it and optimize our SEO ranking. What is more, Glassbox also shows us how this is impacting user’s behavior - meaning correlating CWV scoring with revenue so that way we can justify the effort as well which has been very important for our business team to justify the investment in redesigning and updating parts of our website. Lastly, the integration with our Web Analytics tools is very helpful for analyzing the effectiveness of our campaigns as it gives us the reasons behind our user behavior
What do you dislike about the product?
I would love to have this product in Spanish. We have many people using Glassbox in our company and not everyone is good with English. Having it in a local language would be very helpful for us.
What problems is the product solving and how is that benefiting you?
Analyzing the effectiveness of our campaigns and seeing the reason behind customer abandonment of our website.
Developing more intuitive navigation and search in our site so that we have a higher level of customer engagement.
Developing more intuitive navigation and search in our site so that we have a higher level of customer engagement.
Recommendations to others considering the product:
Get the development and marketing groups involved in this project from early on
Tracing the source to customer struggles
What do you like best about the product?
The funnel studio is a very strong tool. Many times when we review sessions in the session replay we see a certain pattern of usage which we want to investigate further. This is particularly important if we come across a sequence of events that could potentially be a new stream of revenue for our organization. In this case, we can simply drag elements from the events in the session replay and create an ad-hoc funnel on a specific sequence of events. What is best is that this funnel is not only forward-looking but also backward so we can immediately determine if this pattern is a pattern that is occurring frequently or not. All this can be done very quickly with a simple drag and drop. What is more, because the areas of frustration are clearly indicated in the replay of the session we can take them and use them as a sequence. The Interaction maps are also beneficial for us as we can see where the bulk of our clients are spending their time. In this way when we ahead and decide on designing new features and capabilities in our website we have a good idea of where to put them.
What do you dislike about the product?
I regret to say that the platform is not very intuitive you have to search in several different places how to take specific actions.
What problems is the product solving and how is that benefiting you?
Producing a better site for our customers so that they have a better user experience when they interact with us in our website and mobile application. And minimize the time it takes to find errorts
Recommendations to others considering the product:
Make the usage of this tool part of your day to day routine
Solution that provides results
What do you like best about the product?
From my perspective, the Glassbox Augmeted Journey Map is a very powerful and useful tool because of the following reasons. 1) it quickly shows us the areas in our site which have the highest rate of abandonment and the reasons behind it, which are usually to with user frustration and struggling. Once we have this we can navigate quickly to the session and replay them to verify the issue is happening. 2) it points us to the priority in which we should take care of issues based on the revenue attributed to the journey. Not only based on the revenue loss but also on the revenue which could have been made. 3) Finally, the Journey Map doesn’t only highlight errors that are caused by frustration or technical issues concerning the site like load time but also issues that are related to the user’s experience on the page like not being able to find the item they are looking for.
What do you dislike about the product?
The pricing is not clear, nor are the plans it handles. This can a bit difficult for us as we not sure what capabilities are included in each pricing model. but as long as the solution delivers value - we are happy
What problems is the product solving and how is that benefiting you?
Designing better a better website for our customers. understanding how customers are using our website and what capabilities we should be developing next
Recommendations to others considering the product:
From the beginning you should make this tool be part of your decision making when adding new or changing existing capabilities in your site
A critical (and great) tool for Product Managers
What do you like best about the product?
The ability to review journeys as customers go through them. Nothing replaces seeing your product in the hands of real customers to learn what can be improved and optimized.
What do you dislike about the product?
The navigation to find recordings for a specific page could be more straightforward. The filtering functionality is not very clear. That being said it is fine once you get used to it
What problems is the product solving and how is that benefiting you?
We are reducing the overall development time and errors in our site and optimizing our customer's experience and satisfaction levels when they are doing business with us.
Recommendations to others considering the product:
Get this into your day to day work in order to understand how your customer interact with your product
Excellent Experience
What do you like best about the product?
I really like the utility of the tool, as well as the knowledge acquired with it to be able to work more efficiently with the data I need.
What do you dislike about the product?
The only thing I don't like is that it only comes in English; it would be great if it were multilingual as it would help to understand it completely, but that's not an obstacle.
What problems is the product solving and how is that benefiting you?
A lot, since in my company we handle a lot of user data and we can better analyze the improvements we can have with the platforms that the clients use.
Tracking the pain points
What do you like best about the product?
I love the fact that I have the ability to to track the pain points in my customer' sessions. This way, we can quickly fix the burning issues with 100% confidence.
What do you dislike about the product?
Nothing much - the solution works as expected and is providing us with great value. I am really happy with it
What problems is the product solving and how is that benefiting you?
Seeing and fixing the struggle and pain points of our customers throughout their session
increasing customer experience and business performance as well of course.
increasing customer experience and business performance as well of course.
Recommendations to others considering the product:
Work with the business insights team to create tailored reports.
Giving our customers a great experience
What do you like best about the product?
There are several parts of the tools which are great for us—being able to view the sessions with all their details and the events which occurred in them—the ability to search these sessions according to the events or simple text search. The Journey map shows us the reasons behind our customers leaving and with the attributed revenue. In this we way can understand the priority in which we need to take care of issues based on how it is impacting the current revenue and the potential revenue, which is really powerful. Finally, the fact that we are not required to tag any of the elements in order to be able to search for them or to have them analyzed. This saves time and overhead not only in the creation of reports but also in the system surfaces issues we weren't aware of in the first place.
What do you dislike about the product?
It would be good if our reports looked a bit better and sometimes it takes a little to long for the data to be populated,
What problems is the product solving and how is that benefiting you?
Detecting errors in our site and fixing them quickly. Giving our customers a better experience and increasing our website revenue
Recommendations to others considering the product:
This tool is a good fit and can be used by many people in the company. I suggest involving as many people as possible in the implementation and on boarding.
Top-Notch
What do you like best about the product?
Regarding the solution itself - as mentioned above, the recording functionality is top-notch. I am a product manager and I depend greatly on customer feedback when developing new functionality or maintaining the current design. The challenge is that many times its hard to understand why exactly a customer gave us a low score / feedback or understand what they are referring to in the feedback. With Glassbox I simply search for the sessions with the low feedback and replay them. This way, we can understand where the issue is (and fix it - as many times its a product issue) and in addition guide our contact center to get back to the customer with a resolution in hand. This also is a source of insight (using the interaction maps) to see how users are engaging with the new capabilities developed. Finally, the Ad -hoc funnels allow me to search anything and create retroactive customer reports - with no pre tagging of events required!
What do you dislike about the product?
The filtering can be a little complicated, especially when seeking a general URL that has an account number in it. Replacing account numbers with wild cards doesn't always seem to work. But I understand this is to be fixed in next version
What problems is the product solving and how is that benefiting you?
Better product design for driving customer engagement, lowering resolution time of errors.
Easy to implement and use
What do you like best about the product?
Putting aside the ease of implantation, which goes a long way, I was delighted with the Augmented Journey Map, which shows with great detail the different types of journeys our users are taking, where they are abandoning these journeys and why. Glassbox has some sort of ML/AI built-in which can highlight and correlate our customer behavior with their experience so we can easily understand where we need to focus in our website (be it a technical issue or a customer simply not being able to find what they are looking for). This helps us save time in terms of deciding which sessions we playback and analyze to determine the root cause of issues, as the system has already pointed this out before us. In this way we know where to focus first based on the business impact.
What do you dislike about the product?
Some of the reports - mainly the custom reports can take a long time to generate. This doesn't happen in the our of the box reports but mainly in the custom-made ones. This is also impacted by the date ranges which we put in (sometimes over a month!) - but in any case I would be happy if it took less time than it is currently.
What problems is the product solving and how is that benefiting you?
Identifying issues in our site and understanding their impact. Increasing our customer expeeriance.
showing 601 - 610