What do you like best about the product?

Best customer experience analytics especially to track native applications. Visualize and analyze online customer journeys in real time.

What do you dislike about the product?

Sometimes page load takes much time and there is still room to improve dashboards.

What problems is the product solving and how is that benefiting you?

We are tracking samsclub day to day transactions and glassbox is really helping to monitor customer struggle points to communicate with development teams to fix the issues.

Recommendations to others considering the product:

Ease to use and learn quickly and it is awesome tool.

What do you like best about the product?

Glassbox is a Great cX tool. UI is simple and user friendly.Implementation is straight forward. Native app traffic capture and replay functionality of the tool without compromising the security features. Out of box reports are is one of the best feature of the tool. Automated journey mapping is awesome. Tool is more flexible for integration.

What do you dislike about the product?

Stability of Elastic Search is not up to the mark. Especially for the large on-prime environment.

What problems is the product solving and how is that benefiting you?

Glassbox helped financial insisitutes to identify the fraud activity and take proactive measures.

What do you like best about the product?

The multi-departmental nature, where the whole organization can get a tailor-made view of "why" their customers in digital environments behave as they do.

What do you dislike about the product?

Maybe the price could be a little high. It is a way better tool than the tools their competitor offer, though.

What problems is the product solving and how is that benefiting you?

My customers are not only solving problems they know they had, but discovering new ones from slicing and dicing the data and making a drill down with funnels and Automated Journey Mappings to a single session replay.

Obviously, this leads to increase the CRO, business optimization, a better frontline response, and a better website/app performance.

Recommendations to others considering the product:

If you are looking for a customer interaction feedback tool; there is no one like Glassbox. The ease of implementation, of use, and of getting insights from is AWESOME.

What do you like best about the product?

simple and intuitive interface
analytics friendly tools, OOB widgets, integration end points
logging and scraping
automation & reporting opportunities

What do you dislike about the product?

would like to see more:
- in-depth training material available on web
- self paced trainings and tutorials
-cheatsheets for analyst

What problems is the product solving and how is that benefiting you?

analytics and customer journeys
how customer interact with the widgets and our apps, CTA, below the fold, heat maps, on devices and browsers, video recordings for specific scenarios, frustration score is a nice feature, error reporting, performance optimization

What do you like best about the product?

Glassbox gives you a total view of all your clients not only from the point of view of what they did in your digital channels, but also all errors on the servers that would otherwise take a long time to detect. It saves you time because you donñt need to tag anymore and everything is in real time.
It is easy to install and you can create almost any report you can imagine.

What do you dislike about the product?

The budget allocated to e-commerce and digital channels is usually limited, which is why they sometimes choose less powerful and cheaper tools

What problems is the product solving and how is that benefiting you?

Increase your conversion rate in weeks thanks to the out of the box reports, the implementation is very easy and you get value immediately.
The customer journey helps you to know exactly what are your clients doing in your app, you don't have to guess anymore what is working and what is not.
A/B testing.
Crashes
Powerful platform that will help you to reduce fraud, which is one of the biggest problems in all digital channels.

Recommendations to others considering the product:

Integrate Glassbox in their principal processes and reports

What do you like best about the product?

This "tool" or platform is quick and easy to install on the cloud, no coding/tagging of any type of element for your web page or mobile app is needed (which I believe is an amazing time-saving perk) and once the simple Java Script (for web) and SDK (for app) is installed; it begins recording all (and I mean ALL, 100%) user interactions on your digital channels. From there, you really just have to see the "out-of-the-box" reports, you don't need anything else for your company to achieve it's true Digital Transformation.

What do you dislike about the product?

The troubleshooting may be slow at times, but the platform rarely causes trouble.

What problems is the product solving and how is that benefiting you?

Because we have full visibility to all our user's interactions now, we can truly know and measure the impact our digital offerings are having with our digital customer's. We have been more proactive, in all areas of the organization, towards our digital customer's because we know if they had issues, where they had them, if our chat-bot failed them, if it was our technologic side (our servers) which caused a struggle or if it was their connectivity issues etc. With all that visibility, we can reach out to our customer's and successfully keep them engaged with our digital channels.

Recommendations to others considering the product:

What are you waiting for? Try it now and see the platform's true potential. As I say, this is a Platform with many tools integrated into it, it is not a simple analytics tool like many other's out there; this PLATFORM has everything.

What do you like best about the product?

That Glassbox provides quick startup leading to quick customer engagement

What do you dislike about the product?

There isn't much to dislike, except perhaps no up front cost comparisons without having to speak to sales people.

What problems is the product solving and how is that benefiting you?

I took Glassbox Certification training, so no problems solved just yet but from a marketing perspective, the ability to 'meet with' or 'speak to' leads immediately is invaluable.

What do you like best about the product?

Easy to implement, value Out Of Box right immediately .

What do you dislike about the product?

Market is still learning it needs a platform as Glassbox for their digital transformation.

What problems is the product solving and how is that benefiting you?

Time to market, cost reduction , improving digital experience for customers

What do you like best about the product?

The ability to tag recordings, filter and quickly find what you're looking for is great.
The automated insights are very useful too - understanding who is struggling on the site, where, and being able to check out the recordings to work out why is super useful.

What do you dislike about the product?

Been using it on and off for about 2yrs, but nothing so far.

What problems is the product solving and how is that benefiting you?

Understanding where the problems are is where tools like Sessioncam are really useful.
And, if you compare them to the half-baked offerings from companies that specialise in other areas, there really is no comparison.

Better UX and increased conversion is the benefit.

What do you like best about the product?

The replay just works. If you're migrating from Tealeaf for the replay this is night and day better. You don't have to spitball replay rules in the hopes that you can trick it into replaying your website's framework. Last time I touched Tealeaf was 8.2 and at the time it would not replay most modern site frameworks worth anything, but Glassbox just works in that regard.

What do you dislike about the product?

If you're running an on-prem install of Glassbox you'll bump into the company's secretiveness at every turn. Software releases come with a C-suite level tantalizing list of bullet points and pretty much no documentation for at least 3-4 weeks after release. If you want to be on the bleeding edge of Glassbox's release cycle you'll need to budget 2-3 professional services hours per release just dedicated to fixing the mess caused by their update script. The professional services guy has the secret list of .jars to downgrade, files to merge, configuration to add, etc. Otherwise if you don't want to budget for PS, plan on installing each incremental release right about the time the subsequent release comes out, because it'll take a few weeks to tease the upgrade-this-downgrade-that-merge-this-add-that information out of technical support. Without that you run a very high risk of some critical element of your installation unable to start the service. But during the couple week lag it takes for them to document what they release, you'll likely have the exec who read the release notes wondering why you haven't deployed yet.

For example the site service has had small but critical changes to SAML happening in each incremental release, or perhaps the upgrade script upgrades all the JAR files but you have to roll just one back. If you don't do these things site just won't start. The analyzer servers have had small changes of late to their database structure to allow for journey maps - and if you don't merge your existing config files with the new ones written by the update you'll have problems. There are also additions to the config files that come out of undocumented thin air. To be fair, these things are eventually documented - but you won't get them on the release day.

Private data blocking is another area where there are some hidden shortcomings. This is less the case if you're extracting network traffic using cliffer because there's been an XML syntax for blocking private data in all aspects of the session for a long time. But if you're simply using the javascript to reconstruct your traffic without a network traffic tap in place, it's very possible you're inadvertently transmitting passwords and security question answers back to your system to be stored. You can hide the stored data using an XML transform, with a very similar syntax to that used on the cliffer traffic collectors, but they'll still be present in the cassandra database. The ability to stop transmission of these fields by detector.js will start to exist in version 6.3.94 and you need to configure it. To be fair there are also white list and black list abilities that already existed, but if you're not that in sync with all your development teams those approaches may not work for each customer.

Reporting in Glassbox needs a lot of improvement. There are two different types of report data and you can't mix them on a dashboard. You can't pull out the top N of X very flexibly because N is limited to about 300 records "for performance reasons."

What problems is the product solving and how is that benefiting you?

My role is more maintenance of an on-prem installation than consuming insights. The biggest problem Glassbox solves in that sphere is it's usually a great replacement for an aging on-prem Tealeaf installation. Tealeaf is on its third intellectual property owner at this point and getting further removed from the experts who wrote and supported it. I wouldn't be surprised if we woke up some morning and saw that Tealeaf had been sold to Intuit. Glassbox does the same thing as Tealeaf - at least in the replay space - with a lot less server hardware and using more modern architecture. You'll get more days of session storage on the same disk footprint you'd used for Tealeaf. It's also somewhat OS-agnostic. You can make any component of Glassbox work on Windows or Linux. It's a great way to have all your servers for the app on the same operating system, whichever way you go.

Tealeaf is bad at replay for modern frameworks. You can do hack-y replay rules to put a bit of lipstick on that pig, but the replay engine in Tealeaf just isn't there. Glassbox replays everything I've seen thrown at it with a minimum of additional configuration.

Glassbox is also better at geo-tagging your sessions. With Tealeaf you have to find just the right version of an open-source-ish file their intellectual property owner has no control over and then get that version installed on your Tealeaf servers. Glassbox' geo-tagging is built in and is updated a lot more often than the best-effort geotagging you'll get in Tealeaf.

Glassbox will also show all your javascript console errors, right out of the box. It's up to you to determine how much (if any) performance or function is lost when they occur, but Glassbox replay will definitely have your business user asking your dev team about the console errors that your previous replay solution might not have displayed.