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Easy to use and full of details
What do you like best about the product?
Its ease of use is significant to us. We can clearly search for sessions based on any (and i mean any) element or event which happened during the session. The ability to create ad-hoc funnels which show a funnel of user events can be done from the session replay and provides insight retroactively. This means we don't need to waste any time on tagging events, it is all there before us.
What do you dislike about the product?
Some recordings aren't captured or a bit harder to track down - it would be nice if Glassbox looked how to improve on that. The good thing is its easy to use and gives us great amount of details - so we are OK if some recordings don't have all the details
What problems is the product solving and how is that benefiting you?
Glassbox is very easy to use and provides a big deal of details regarding our user's sessions and visits to our website. it empowers our marketing and e-commerce group to monitor the reasons behind the success or failures of our campaigns thus allowing us to adapt and change what needs to be changed in a timely fashion
Recommendations to others considering the product:
Work more with the Glassbox team to define the reports and funnels which we would like to use and start with no more than 3-5 reports and share between key executives in the company to get higher adoption of the insights and credibility of the work
Understanding our customer's experience
What do you like best about the product?
We have been able to change the way we do business with our customer's thanks to the fact that we can now capture their full experience. We have been very satisfied with the overall results from Glassbox as our customer experience team can now come with hard evidence on what is impacting a customer's behavior and how we can improve their overall engagement.
What do you dislike about the product?
The UI could be better; however, once you get used to it works so all in all I am very happy with the solution itself. the services has been great as well and we have support for our reuqiruments
What problems is the product solving and how is that benefiting you?
Visualize the recording of sessions customers have in our site. reducing time to resolve errors and improving conversion
Seeing our App as our customers do
What do you like best about the product?
The struggle pages - From a general perspective, we have been able to get insights into our user sessions as through this get a grip on how they are using our website. The funnels and out-of-the-box reports provide the insights we need towards the level of conversion and the reasons behind customers leaving. this has been serving us with many uses cases and has allowed us to respond quickly
What do you dislike about the product?
Maybe offer more training? I am new an its a bit cumbersome to learn. there are many capabilities inside an it takes time to understand them all - I belive more training would go a long way
What problems is the product solving and how is that benefiting you?
increasing the operational efficiency in terms of the time it takes to identify errors to reproduce them, and to solve them. we are also upping our web campaign conversions by understanding the root cause behind them
Standing over our customer's shoulder
What do you like best about the product?
I like the video recordings the most. I like the fact that you can view the way users interact with your website as if you were standing over the shoulder. This gives us the understanding where there issues are
What do you dislike about the product?
I think you can improve by having a report which shows the main devices with the highest customer satisfaction scores this will help us better understand where we should focus our work
What problems is the product solving and how is that benefiting you?
Identify issues with the website, which pages have bugs and how this impacts the user experience in terms of abandonment. heatmaps lets us know where they are spending their time and the DEM lets us know the situation of our core web vitals
Huge feature list
What do you like best about the product?
I love the fact that there is a huge feature list that we use to drive our customer experiance. The reporting and the funnels are great as well and we can clearly see the level of abandonment and the reason behind them
What do you dislike about the product?
Can't think of anything! It simply works. Services team is great as well. So, all in all, we are very happy of the solution we have and the services we get. Easy to deploy and love the roadmap
What problems is the product solving and how is that benefiting you?
Reducing customer frustration at key points of our site. this has also helped drive the bottom line as our time for resolution is much quicker now because we can see exactly where we need to focus
Uncovering frictions
What do you like best about the product?
I love the fact that we able able to uncover customer struggle points throughout their digital sessions. This gives us the infomation we require to better our customers joruney through our web site
What do you dislike about the product?
I would be happy if there were more visualizations of metrics/problems to be able to use to present back to the business would be helpful for our business understanding.
What problems is the product solving and how is that benefiting you?
Reduce customer friction points. understand what we need to take care of first and upping our customer's experience so that they don't leave our website to some other places
My feedback
What do you like best about the product?
The solution is very user-friendly and it has completely revolutionized the way we treat our customer's experience. It now allows us to clearly detect where our customer's are struggling during their journey across our web site and what needs to be fixed. The work with Glassbox has been a very positive experience as they truly understand the importance of UX and were able to guide us how to maintain and further develop our website to provide our customers with the best experience
What do you dislike about the product?
On look and feel, it could be more modern. that being said this is working for us - I understand the new version will be worth waiting for. so I am looking forward for that
What problems is the product solving and how is that benefiting you?
Seeing where customer are leaving our site due to technical issues and fixing those issues in our site - enables us to provide our customers with a better experiance
All the data you need !
What do you like best about the product?
I love that this tool is very easy to use and very user friendly, we can get great insights from the tool including seeing our customers sessions and where they are finding it hard to do what they want
What do you dislike about the product?
Clicks are off in some sessions. Timing doesn't correlate with the time spent by users. Finding sessions by ip address - this is a capability we would love to see in the product
What problems is the product solving and how is that benefiting you?
We are reducing site errors understanding customer journeys and patterns of usage across our website. fixing our core web vitals so that we and improve our SEO on Google
Works great
What do you like best about the product?
Glassbox works great. It allows me to see the journeys of users so easily. Some of these journeys are not possible to research with users at the time due to sensitivity, so this is invaluable.
What do you dislike about the product?
Page groupings is a great feature but need to be used more widely - so far this is limited, and we would like to use this more. as there are many journeys in our system
What problems is the product solving and how is that benefiting you?
We get to see the user sessions and what they are doing (without sensitive info). This allows us to troubleshoot the issues very quickly and get back to our users in a timley fashion
Recommendations to others considering the product:
Work with the services team on creating reports
Improves our UX!
What do you like best about the product?
The solution is easy to use and access, we use reports to see where our users are spending time in the system and it gives us the info whether this is increasing or not
What do you dislike about the product?
Q&A Session could be improved - but other than that - solution is great to work with and support is the best ! so am very happy with it. Support desk is quick as well
What problems is the product solving and how is that benefiting you?
Seeing where customers interact with our site, replay sessions for visiting customer frustration and reducing it in our site. planning of new capabilities to add into our site
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