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Glassbox Product Owner
What do you like best about the product?
Ability to build and view both quantitative and qualitative customer experience insights in one tool.
What do you dislike about the product?
Great tool that can further differentiate itself in the digital tech stack through analytics capabilities/offerings (e.g. trended views).
What problems is the product solving and how is that benefiting you?
Glassbox does a great job in quickly highlighting friction points within the Digital, resulting in faster resolution times.
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Complex yet powerful platform
What do you like best about the product?
I'm not a power user of a platform yet. So far mainly used it to check session recordings in order to see where our users struggle, how they navigate the system, etc. It's been great for my work so far and provided me with beneficial insights.
What do you dislike about the product?
Hard to figure out filtering and syntax. Not always clear how to filter our session recordings by clicks on specific elements on the screen. Sometimes results i'm getting is unrelated or not something i expected. Tips & tricks for filtering, or a guidelines for syntax how to filter by certain pages, url paths, while excluding user ids, etc. would be helpful.
What problems is the product solving and how is that benefiting you?
Checking how users interact with specific elements on a page or how they navigate the system in general. What I realised from that? User don't find certain things as intuitive or simple as you.
Great tool for optimizing customer experience
What do you like best about the product?
The ability to session record allows us to troubleshoot customer problems and identify customer struggles effectively.
What do you dislike about the product?
It would be great to have a much longer period of data storage
What problems is the product solving and how is that benefiting you?
Segmented analysis of customer behaviors to uncover opportunities and conversion frictions
Key for our daily monitoring and understanding customers' interactions and struggles.
What do you like best about the product?
Glassbox allows you to monitor and quickly identify increase in errors or issues, and be able to determine how they are impacting customers. Through it's many features, it also gives you the opportunity to best understand how customers' interact with the websites. We have used Glassbox to find customers struggles and analyze transactional flows to be able to recommend fixes and improvements, as well as be able to track if their implementation was successful.
What do you dislike about the product?
Wish we had more visibility into customers' struggles and how they are calculated, and be able to take advantage of the journey maps. However, Glassbox team is always working with us to deliver on feature requests and quickly provide support as needed.
What problems is the product solving and how is that benefiting you?
With Glassbox, we analyze how customers interact with our transactional flows, identify where they might be dropping off and if there are issues/errors that stop a particular transaction. With monitoring, we can also be proactive when a new issues starts or errors spike, to resolve them as soon as possible in order to have less customer impact.
Great EUE Replay Fidelity with Excellent Metric Reporting and Alerting
What do you like best about the product?
The user interface is intuitive and presents a logical navigation among the various components. Replays of user sessions give accurate representations and trap many issues within the client's experience including console errors.
What do you dislike about the product?
Online training is still maturing but getting better
What problems is the product solving and how is that benefiting you?
End user struggles with the navigation flow of applications including miscues in expected logic path to execute transactions. Annoying popup errors due to javascript issues that can be suppressed but not resolved without this tool trapping them.
Great for understanding users
What do you like best about the product?
As someone who was new to my business and product, Glassbox has been the most valuable tool for learning the product I work on as well as how it is used by our customers. The ability to watch a user navigate the site click-by-click has been incredibly helpful in identifying issues I would have never found using the site by myself. It also helped us fill gaps presented by how we use Adobe Analytics.
What do you dislike about the product?
My biggest complaint is how difficult it is to compare data points gathered on the client side to those on the server side. I believe they are working on enhancements to better utilize that data together but at the moment, it is difficult to look at server side data relative to client side attributes and vice versa. Other bugs or pain points are consistently addressed by the Glassbox team and they are great about helping their users!
What problems is the product solving and how is that benefiting you?
I primarily look for friction points in individual transactions. Being able to view sessions at each step of a funnel where users dropped off provides valuable insights on where enhancements or education are needed. Whether it is trying to diagnose an individual issue or something more widespread, Glassbox has helped me in a number of ways.
Recommendations to others considering the product:
If you are curious how individual users navigate your product, Glassbox is an invaluable tool! While their aggregation tools aren't going to provide the same level of detail as something like Adobe, their session replay tool is amazing and provides great insights on an individual level.
Great research and monitoring capabilities and user friendly interface, performance slows sometimes.
What do you like best about the product?
The amount of detail on user interactions.
What do you dislike about the product?
session replay could be easier to navigate
What problems is the product solving and how is that benefiting you?
Generally speaking, the monitoring and identification of front/back end errors shown to customers has proven very helpful for us in identifying root causes efficiently and allowing for quick resolution and enhancements to the customer experience. It has helped to identify layout issues on our sites affecting the customer experience through the use of struggle types in our reporting. It has helped to identify many issues in many of our flows including porting, checkout, BYOP flows, etc.
Recommendations to others considering the product:
It's beneficial to have a good understanding of the various flows of the websites you want Glassbox to capture. This will help in accurate reporting and creating funnels to measure conversion rates.
Excellent support and BI sessions to provide analysis and insights
What do you like best about the product?
The GlassBox console is intuitive and easy to use. The support is excellent and training is great
What do you dislike about the product?
Can be a bit confusing to create reports and funnels
What problems is the product solving and how is that benefiting you?
At the moment we have been using GlassBox as a proof of concept live trial but we have already surfaced a number of issues with the website that can be quickly fixed
Glassbox tool is user friendly, advanced and robust with good analytical and reporting capabilities
What do you like best about the product?
Session Replay Search and Launch capability.
What do you dislike about the product?
TVCAPP to configure app definitions and self-monitoring capabilities.
What problems is the product solving and how is that benefiting you?
we are solving application issues with respect to broken application, user transaction failure and overall tracking performance issue.
Recommendations to others considering the product:
Glassbox is very advanced too for monitor application and user behavior, its clientside capture and analytics capabilities are awesome.
Glassbox gives amazing insights into the customer experience as well as perfecting our applications.
What do you like best about the product?
Replay with full view of customer interactions.
What do you dislike about the product?
No easy way to build compound Attributes.
What problems is the product solving and how is that benefiting you?
We are able to see instances where our application caused negative experiences for our customers. System issues and usability issues.
Recommendations to others considering the product:
Glassbox is an extremely powerful tool to view insights into the customer experience as well as the performance/issues with our online applications.
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