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So EASY to use
What do you like best about the product?
I love the fact that the tool is so easy to use and we can quickly review the sessions of our customers and see their struggle points. there are also great reports to see user engagment
What do you dislike about the product?
I would love to keep the data longer. our retention period is rather short, and we need the data for longer periods to conduct more in-depth analysis. That being said - very satisfied overall.
What problems is the product solving and how is that benefiting you?
Understanding friction points in our solution
Super Tool
What do you like best about the product?
Its a great tool to use iit enables us to understand where customers are having troubles in our site - where the struggles are and what there happy paths are.
Services are great as well. It was very easy to deploy (in the cloud)
Services are great as well. It was very easy to deploy (in the cloud)
What do you dislike about the product?
Nothing that comes to mind - it simply works as expected :)
What problems is the product solving and how is that benefiting you?
See which journeys our customer like take taking and we can improve them
Really Happy
What do you like best about the product?
I love the frustration score by which I can evaluate our customer's experience on our website. This way we can fix what needs to be fixed and give our customers what they are looking for
What do you dislike about the product?
I would love to see if the tool could show if a conversion drops on particular devices or browsers, this would help us to better understand what we need to target
What problems is the product solving and how is that benefiting you?
reducing customer frustration when using the site and lowering calls to our contact center
Love it.
What do you like best about the product?
I love getting stuck into exploratory sessions of the system. If you're looking to find ways to optimize, you can do it quickly within the tool by watching sessions with a high struggle score
What do you dislike about the product?
Maybe some tailored recommendations when logging in based on last week's sessions where the struggle score was high. Would give a quick overview without having to watch hours of sessions
What problems is the product solving and how is that benefiting you?
seeing customer struggles and improving our customer's digital joruney in the site. see why and where they abandon and developing new feautres and where to puth them
Feedback
What do you like best about the product?
The customer service is very customer friendly and react very quickly in order to sort out issues
What do you dislike about the product?
One thing to improve is the speed of the solution, almost every time I filter the recordings (or even history recordings) it takes a while to load.. so I guess it is a bit heavy to analyse the recordings... Another thing (already mentioned to the customer service) is to be able to edit existing tags or build in a system for quantifying events; now I am misusing the tags for this.
What problems is the product solving and how is that benefiting you?
Measuring the health of our site -and seeing how our customers are using it
Straight forward and simple to use
What do you like best about the product?
How easy and intuitive the site is to navigate. we can understand where our issues are in the site and where our customers cant navigate properly
What do you dislike about the product?
Give more recommendations on how to improve struggle pages.
What problems is the product solving and how is that benefiting you?
See where my customers are struggleing and what part of the pages are broken
Great addition to our Google Analytics
What do you like best about the product?
Glassbox is complete and integrated with GA. We can easily get the root cause behind user experiance in our site and understand what needs to be done
What do you dislike about the product?
On User management could be a bit better if you ask me.
What problems is the product solving and how is that benefiting you?
understanding customer behavior, why they stay and why the leave and managing the effectiveness of our marketing campagins
An eCommerce and fault finding essential
What do you like best about the product?
It's an essential tool for fault finding in eCommerce, which enables us to zero in on specific issues reported from back-office functions. We also use it to proactively look for issues and opportunities within the journey - it's always our first stop when looking for ways to improve.
What do you dislike about the product?
I'd like it to be easier to share sessions with our dev teams, who sometimes don't have their own accounts. The UI can be a little slow and clunky, but all minor quibbles.
What problems is the product solving and how is that benefiting you?
It shows us problems that otherwise would go unseen. We'd never be able to improve the way we have without this tool.
Understanding our customers
What do you like best about the product?
It allows for a more detailed level of understanding about your customer experience successes and pain-points. It's easy to deploy and easy to administrate
What do you dislike about the product?
Simplification of UI would be great for us
What problems is the product solving and how is that benefiting you?
We understand how to design our product to best fit our customers needs
Great product
What do you like best about the product?
This is a great tool as we can now understand our customers - we can record and see where they are having trouble in their sessions and its easy to navigate recordings
What do you dislike about the product?
AI tagging of issues - I heard this is coming and would love to see it.
What problems is the product solving and how is that benefiting you?
seeing which routes our customers like and where they have troubles in entering their requests
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