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Powerful product that's easy to manage and set-up
What do you like best about the product?
Having used other tools previously we found SessionCam so much easier and straightforward to use and setup. It also seemed to have a lot more features and capabilities than many competitors on the market - and they have added even more since I used the product.
What do you dislike about the product?
I don't remember disliking anything about the tool, and neither did my team.The support was always very good so if we did have any issues these were swiftly addressed.
What problems is the product solving and how is that benefiting you?
To easily identify problem areas in the sites and provide insight into how we prioritised addressing these. By being able to do this and put plans in place to test solutions and remove the blockers we saw increased bookings and better funnel progression.
Recommendations to others considering the product:
Having used many similar tools over the years I would always recommend SessionCam first.
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Glassbox: Customer Experience and so much more
What do you like best about the product?
The ability to collect and replay sessions, our web research and voice of customer teams are able to isolate our customer's pain points and provide details to development teams in order to fix them. The ability to exploit the data captured in AWS allows for the expansion of our research capabilities to big data on the AWS platform.
What do you dislike about the product?
The out-of-the-box alerting system is not as flexible as we would like. Currently, there is no way to setup different thresholds for different times frames throughout the day.
regarding training, we would like to have more videos for new users so they can follow videos and tutorials to learn the tool quickly.
regarding training, we would like to have more videos for new users so they can follow videos and tutorials to learn the tool quickly.
What problems is the product solving and how is that benefiting you?
We solve issues related to customer experience and customer acquisition: understanding where in the transaction flows our customers are experiencing issues. We cover eCommerce websites as well as our self-serving flows on the web for all our major wireless prepaid brands. We have added replay functionality to our web-based CRM tool as well as our partners's websites.
Recommendations to others considering the product:
Glassbox is much more than a session replay tool. It is an entire analytics platform which extends far beyond the typical web research teams, My advice is to take advantage of the entire suite including their AWS platform which can potentially expand your organization's data analytics capabilities.
Awesome
What do you like best about the product?
Its a really good services, specially i like deadlines and goals
What do you dislike about the product?
There is some problem but it's should be minimize by improving communication skills
What problems is the product solving and how is that benefiting you?
Glass box is a very effective for our business
Easy to use and imlement
What do you like best about the product?
Glassbox is helping our company to see the entire customer experience on all of our channels, including in our development playground. We are just in the beginning of our relationship with Glassbox but could not be more pleased with the relationship and the software.
What do you dislike about the product?
Glassbox offers almost too much! And some of it is very technical. I am not techically trained and I struggle with some compexities. However, Glassbox is very supportive when help is needed.
What problems is the product solving and how is that benefiting you?
Ease of opening defects and dev team can see first hand what customer experieced. No need to recreate or not recreate a defect.
Recommendations to others considering the product:
Snap on your seatbelt and enjoy the ride!!!
Amazing replay tool
What do you like best about the product?
Seeing the customer's perspective will change your view of traditional reporting.
What do you dislike about the product?
Some of the terms used in the UI are hard to understand, but once you know what you are doing it works great!
What problems is the product solving and how is that benefiting you?
IT issues, UI issues, removing friction and anxiety from experiences.
Fantastic tool
What do you like best about the product?
100% session capture and out of the box analysis
What do you dislike about the product?
Complex cloud integration and complex cassandra setup
What problems is the product solving and how is that benefiting you?
Faster issue resolution and real-time product insights
Recommendations to others considering the product:
go for it
Glassbox represents the evolution of Customer Experience
What do you like best about the product?
Modern technologies, streamlined user interface, dedication to customer-recommended improvements, extremely impressive Journey Mapping and anomaly detection
What do you dislike about the product?
On premise implementation not well-documented
What problems is the product solving and how is that benefiting you?
Improving customer experience, customer support, and application development through the use of session replay and funnel analysis.
Not quite there yet
What do you like best about the product?
The session replay from sessioncam was often very useful to be able to see exactly what your customers were doing on your site.
Sessioncams biggest advantage over competition is the ability to search through user sessions and drill down, for example I would use the tool if we had reports of a problem on a specific page of our website, Id be able search for the exact day and page url to then watch all of the sessions that met those conditions to see the problem.
Sessioncams biggest advantage over competition is the ability to search through user sessions and drill down, for example I would use the tool if we had reports of a problem on a specific page of our website, Id be able search for the exact day and page url to then watch all of the sessions that met those conditions to see the problem.
What do you dislike about the product?
The replay is very clunky, the videos often skip and don't really show you a great deal of detail which can be very frustrating.
The support team at sessioncam were not very helpful during my experience....I decided to use sessioncam for customer recovery, which meant they would send data to us, however when this process failed I put in a support ticket with them and it took 8 months and many complaints to resolve a simple issue.
The end result has been ending our contract and moving to contentsquare.
The support team at sessioncam were not very helpful during my experience....I decided to use sessioncam for customer recovery, which meant they would send data to us, however when this process failed I put in a support ticket with them and it took 8 months and many complaints to resolve a simple issue.
The end result has been ending our contract and moving to contentsquare.
What problems is the product solving and how is that benefiting you?
Unfortunately we are no longer using the sessioncam solution, after attending one of their regular meetings to hear what their future plans are they seem like they are no quite there yet.
Whilst using the tool the main benefit was site analytics such as heat maps and session replay.
Whilst using the tool the main benefit was site analytics such as heat maps and session replay.
Fantastic, insightful tool for digging out insights
What do you like best about the product?
From using tools like Hotjar, Sessioncam is a different beast. You don't have to set up heatmaps and recordings manually, you can request 3 months of data right away. Also they rank the session recordings based on struggle score - this is useful to understand & fix bugs. SessionCam removes the need to spend time setting up the tool and potentially missing certain page templates. We've not yet used SessionCam with an ecommerce client, so would like to see how it handles multiple similar page templates in the heatmaps i.e. an ecommerce product template.
SessionCam are also super communicative and host events, they've really got their ear to the ground.
SessionCam are also super communicative and host events, they've really got their ear to the ground.
What do you dislike about the product?
- The UI is a little clunky to me, it takes quite a few steps to get a heatmap right
- It refreshes and logs you out quite often - maybe I need to just work a bit faster!
- The recordings UI isn't as intuitive as other tools I've used i.e. hotjar takes you to the next recording right away and marks watched videos, but sessioncam stays on the finished video, and then you have to work out which video you watched in order to not re-watch the same one.
- Also, you do tend to get a strong correlation between people filling out forms and a high struggle score, it'd be nice if you could exclude certain actions to really get this to be accurate.
I'm 99% sure sessioncam will be working on these issues, anyway.
- It refreshes and logs you out quite often - maybe I need to just work a bit faster!
- The recordings UI isn't as intuitive as other tools I've used i.e. hotjar takes you to the next recording right away and marks watched videos, but sessioncam stays on the finished video, and then you have to work out which video you watched in order to not re-watch the same one.
- Also, you do tend to get a strong correlation between people filling out forms and a high struggle score, it'd be nice if you could exclude certain actions to really get this to be accurate.
I'm 99% sure sessioncam will be working on these issues, anyway.
What problems is the product solving and how is that benefiting you?
SessionCam speeds up the process of getting insights from heatmaps, and prioritises recordings for you to watch, which really helps to find issues quickly. Highly recommended.
GlassBox Digital Analytics
What do you like best about the product?
Product is enhanced to capture different events and user interactions on page. It is able to manage Single Page Applications especially using REACT and other new client side technologies. Product libraries are customizable to suit specific functional, security, privacy or compliance. Once product (Gateway) captures data, we have many different way to analyze data in GB (GlassBox) dashboard or export to organization choice of data mart destinations.
What do you dislike about the product?
Product has matured over years, but it evolved from a screen capture and replay analytics. Most of its strong features lies around capturing screen and storing data around screen. if we have some web site which have high user traffic and user replay is not desired, then data capture is more like customizing their JS library. Also GB more suited for internal analytics, but if we like to do any off us marking use case or conversion across website, it needs lot of customization and some case quite limited.
What problems is the product solving and how is that benefiting you?
We started GB evaluation for Session replay use case, but we also wanted to optimize number is JavaScript (Client Side) libraries loading on application page for the purpose of Customer Insight / Web Analytics. And some of GB features were quite suited for large enterprise, when compared to other products we were working. Biggest business feature we realized was ability to capture full page DOM without any customization and any non technical (product person) go and extract information available in DOM, no development required. From technology perspective, its one of rate, good product which is not on SAAS, so we can capture all DATA and then later decide how and where to send. So security and data compliance was less of concern.
Recommendations to others considering the product:
Evaluate your needs and classify them in in course use fo data vs data reconciliation against external systems like AdNetworks, DMP’s etc. Analyze if you need user journey data to stick across devices and different website? Whether your need is to get Analytics data with least development to session replay.
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