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Well Organized
What do you like best about the product?
The Interaction map is a feature we use a great deal of and of course, the session replay which shows not only the sessions but we can also quickly jump to areas of friction in the session. The struggle core and the experience score are very strong metrics by which we search for sessions - so we operate on the ones where our customer had a poor experience. The journey map helps us home in on those sessions we should be looking at based on the revenue loss and attributed revenue. The solution is very well organized and pulls sessions as we need and I love the way I can easily navigate thoroughly.
What do you dislike about the product?
I really can't see anything to improve at this current stage. It simply works as it should and provides us with the value and business objectives we are after.
What problems is the product solving and how is that benefiting you?
Improving the operational efficiency of our devops team by identifying what to take care of and its importance - early in the game. Improved team collaboration across departments. increasing our customer engagement
Knowing what to develop next.
What do you like best about the product?
The Journey map, which shows the journeys users take on our mobile app is very powerful as it highlights for us the part of our product with which our users interact the most. this provides a source of information to our product team for evaluating the development of new product capabilities based on what will drive the highest engagement and experience.
What do you dislike about the product?
I would like a better way to easily select what data I would like not to be captured for privacy reasons, the current solution works but I would happy if it were easier to select these parts - I understand this is coming out in next version (yay) but in any case this is nothing to critical - it works
What problems is the product solving and how is that benefiting you?
Better understanding product development priorities which drive engagement.
Fixing site issues according to their impact on revenue and improving marketing campaigns
Fixing site issues according to their impact on revenue and improving marketing campaigns
Great Customer Support!
What do you like best about the product?
I love the session replay and the Interaction maps. the fact that I can easily identify user issues, including their frustration and struggle points and quickly reproduce them
What do you dislike about the product?
Please create a better search function for the session replay - finding sessions by IP, for instance, would be compelling and helpful for us. That being said, I This is a very pwoerfull too and very beneficial including the support and the direction where this product is going!
What problems is the product solving and how is that benefiting you?
We are seeing where our customers are spending their time, we can now go ahead and reduce the struggle and friction points in their journey, and providing them with a better user experience .
Precise and shows us what our users are doing
What do you like best about the product?
Of course it has to be the funnel studio. The session replay is precise and shows us what our users did and with the funnel studio we can simply drag events from the session and based on that create an ad-hoc funnel which works retroactively and tells us of customers that following the same sting of events. This really quantifies the impact of sessions with struggles and frustration points so that we can tell how quickly and how important it is that we take care of the matter before it turns into something big.
What do you dislike about the product?
It would be good if we were able to search sessions based on the IP address. Sometimes our site have issues which are specific to a Geo Location or an IP address. being able to search session based on a IP address or zone (not Geo location which we have) which could be specific to a certain area or proxy setting would be very helpful for us (I was told that this is coming our in next version - so hoping will get this soon) other than nothing to complain about (that is the only reason I am giving a 9 star and not 10)
What problems is the product solving and how is that benefiting you?
Reducing the number of errors in our site and the time is takes to find and fix them
improving our customer experience and engagement.
improving our customer experience and engagement.
Recommendations to others considering the product:
Work with the vendor consulting team. They have great insights on how to use the system in the best way which was suited to our business and provided us with information which would have taken us a long time to understand on our own (though now we are much more self-sufficient)
Variety of capabilities which work
What do you like best about the product?
The fact that Glassbox is tagless is excelent because we don't need to pre-defevents that could go wrong. When an issue happens in our app, and it doesn't matter if it's an app crash, a button that doesn't work, or even if the text is to small and the user tries to zoom in - the system picks this up with no prior knowledge and highlights this to us so that we can understand it's the importance and take care of it. The session replay on mobile reproduces all the screen elements and events our customers use, and thus, we can determine what keeps them engaged over time.
What do you dislike about the product?
I would like a stronger integration with Google data. Specifically with the Google Data Studio integration so that I can add to my Google analytics the Glassbox struggle scores to the dashboards. This is for when we have customers come to our website from various campaigns -and we would like to see the struggle scores from Glassbox appear in 3rd parties
What problems is the product solving and how is that benefiting you?
analyzing campaign effectiveness, driving customer engagement, reducing product errors
See the experience from the eyes of our customers
What do you like best about the product?
The session replay and the interaction maps with the focus on the experience score this allows us to see what our user is on any page in our site and put in context of their entire journey. The fact we can also freely scroll independently of the user view is a great capability because I can see all the stuff which the user isn't seeing yet should have
What do you dislike about the product?
Small - but offering timestamps of where we are in the current recording would be very nice and helpful for us. Right now, we'd have to calculate the start time of the sessions with the playthrough time of the session, which is a fraction cumbersome
What problems is the product solving and how is that benefiting you?
We are developing our website much faster—understanding which capabilities drive higher user engagement and, based on that, increasing our customer engagement.
Great Interface
What do you like best about the product?
The Interface is very powerful and has tons of capabilities and features such as session replay ad hoc funnels, and interaction maps. What is more, its very much integrated with other tools which we use and thus allows us to provide a complete picture of the customer's experience. For instance, its integration with our VoC enables us to reproduce the experience the customer had and thus understand the reason behind a poor feedback. It also allows us to quantify the severity of the issue and understand the number of users who suffered from the same issue but didn't leave any feedback.
What do you dislike about the product?
The data retention could be improved as we have sessions on which we have data and analytical insights however, due to the retention period, we are unable to playback the session and thus cant validate the issue at hand,, which can be frustrating sometimes - but I guess this is an issue of storage and there is a cost behind it I gather. Another problem is the out-of-the-box reporting, we have built many of the reports ourselves, but I wish there were more reports we could have started with in the first place.
What problems is the product solving and how is that benefiting you?
Reducing errors in site and driving a better customer experience for our users
Glassbox Is Very Helpful!
What do you like best about the product?
I like the recording feature the best - the ability to review actual customer experiences with our product is invaluable to my ability to design and iterate in order to build the best experience possible for our clients.
What do you dislike about the product?
The tool has a ton of features, reports, and information. Sometimes the amount of information available can feel a bit overwhelming. I would recommend that Glassbox developed a more robust tutorial experience for new users.
What problems is the product solving and how is that benefiting you?
We regularly use the recording feature to view our actual customer's actual interactions with our product. We leverage the recordings to see where customers are struggling, where they are experiencing challenges with our tool, and then go back and resolve those issues to ensure we have a smooth user experience.
Helps in making our products better
What do you like best about the product?
The session replay allows us to see where our users struggle down to a specific event or API error. The interaction maps are great and very useful as well because they give us information regarding where our users are interacting with the current screen and their pain points.
What do you dislike about the product?
We don't have the ability to take screenshots while watching the recording, which is a shame as this would add value to us. Rather than sharing entire sessions between groups, we could simply take screen captures and send them to the relevant people
What problems is the product solving and how is that benefiting you?
Increasing user engagement between sessions and improving the stability of our site. reducing user errors
Just what we need to understand our customer's experience
What do you like best about the product?
We have a great experience using Glassbox we now can view customer interactions with the website and have better understanding of the the challenges they face during their shopping experience we can now easily understand the reasons behind cart abandonment and what are users like and dislike with our site
What do you dislike about the product?
I would love if we could have more specific breadcrumb IDs, faster loading times for historical data, and preferably making 'Year To Date' and Fiscal Year data available as part of default setting rather than having to wait for data to be fetched.
What problems is the product solving and how is that benefiting you?
The fact that the solution is very low on maintenance - it simply works and that nothing needs to be predefined. Typically this kind of data analytic solution need a lot of data and sometimes this can be overwhelming. Still, in our case, the insights behind frustration and struggle points are clearly indicated. Where they happen (and when) and also highlight the impact on the user's experience so that we can quickly take care of the matter before to much damage is done
Recommendations to others considering the product:
We are reducing the errors in our site, and the time it takes to identify them and fix them.
increasing our customer's experience by making our site more suitable to their needs
increasing campaign conversion (fixing errors with promo codes etc)
increasing our customer's experience by making our site more suitable to their needs
increasing campaign conversion (fixing errors with promo codes etc)
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