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Great platform and service!
What do you like best about the product?
The robust analytical tools and detailed reporting
What do you dislike about the product?
I wish it had more granularity regarding tracking user behaviour and struggle
What problems is the product solving and how is that benefiting you?
finding tech issues with the app and user experience based problems
Recommendations to others considering the product:
I would assign an official data analyst and UX person to work out of glass box because the tools are very robust. It can be difficult getting up to speed with this platform if you already have to work out of so many others. Have dedicated people will assure you are getting the value you need in the time you need it.
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It has been of great help to me to perform data analysis in a simple way
What do you like best about the product?
It has a fairly simple interface to handle and use, the fact that it is not necessary to be an expert in data analysis and interpretation to be able to use this application is quite useful to me, especially to determine what the behavior of my clients within my website and in that way to be able to generate strategies on how to improve their browsing experience, the fact that their customer service responds in a fairly fast and effective way to any type of problem that arises during their use It is quite useful when having to quickly solve any problem that arises
What do you dislike about the product?
None being frank, the only thing I could recommend is the fact that they enable the option to generate reports in a greater number of formats to have greater ease of access to information.
What problems is the product solving and how is that benefiting you?
It has been of great help to me to perform data analysis in a simple, easy and fast way but above all with a fairly objective, precise and reliable source that allows me to make decisions about what strategies or functions I should use to achieve offer to my customers the best possible browsing experience within my online store in such a way that their experience is positive and encourages the purchase of products through my portal.
Easy to manage
What do you like best about the product?
it has an ergonomic and user-friendly interface, allows obtaining recent and mostly accurate data.
What do you dislike about the product?
in very specific scenarios it does not capture the required information as is the case of the SP application
What problems is the product solving and how is that benefiting you?
I have found several bugs which have been fixed and have improved the user experience.
Recommendations to others considering the product:
You should try glass box , it is a great analytics tool that would help improve your projects.
Taking a look into the digital customer journey...
What do you like best about the product?
The different funnels and reports that we can set up into Glassbox helps a lot to take more informed decisions in customer behalf. Also the session replay is really helpful to understand the customer pain points.
What do you dislike about the product?
I dislike that sessions expires quickly, should have a longer period of time before they expire. Also that the funnels at least don't capture all the sessions, there is always a margin, but it is understandable. So in general the tool is really awesome.
What problems is the product solving and how is that benefiting you?
Our team is using Glassbox to find issues or opportunities of improvements in our commerce flows, at the same time we quantify and prioritize issues depending in the amount of session weekly experiencing the issue. We also review the impact and conversion ratio of the different initiatives that we relase to production, it helps to see any pain point as well as any improvement opportunity.
Recommendations to others considering the product:
We love the toot, it puts you into the customer's shoes showing you the journey and pain points.
The app is a bit complex and doesn't always work for me (can't view the sessions)
What do you like best about the product?
The fact that I can see how users use my app (when it works).
What do you dislike about the product?
Slow performance. Also, a lot of the sessions I tried to view did not open / load for me.
What problems is the product solving and how is that benefiting you?
It allows me to see how users interact with the interfaces I design.
Recommendations to others considering the product:
Just try it. It does help designers to see their products in action.
Very robust product with excellent customer service, that's highly important
What do you like best about the product?
I most like their responsiveness and their willingness to make the product implementation and adoption well
What do you dislike about the product?
It might be too complex for the needs that I have.
What problems is the product solving and how is that benefiting you?
I tenable us seeing our users using our tools. Watching recording sessions is a powerful tool in my day-to-day job
Glassbox Product Owner
What do you like best about the product?
Ability to build and view both quantitative and qualitative customer experience insights in one tool.
What do you dislike about the product?
Great tool that can further differentiate itself in the digital tech stack through analytics capabilities/offerings (e.g. trended views).
What problems is the product solving and how is that benefiting you?
Glassbox does a great job in quickly highlighting friction points within the Digital, resulting in faster resolution times.
Complex yet powerful platform
What do you like best about the product?
I'm not a power user of a platform yet. So far mainly used it to check session recordings in order to see where our users struggle, how they navigate the system, etc. It's been great for my work so far and provided me with beneficial insights.
What do you dislike about the product?
Hard to figure out filtering and syntax. Not always clear how to filter our session recordings by clicks on specific elements on the screen. Sometimes results i'm getting is unrelated or not something i expected. Tips & tricks for filtering, or a guidelines for syntax how to filter by certain pages, url paths, while excluding user ids, etc. would be helpful.
What problems is the product solving and how is that benefiting you?
Checking how users interact with specific elements on a page or how they navigate the system in general. What I realised from that? User don't find certain things as intuitive or simple as you.
Great tool for optimizing customer experience
What do you like best about the product?
The ability to session record allows us to troubleshoot customer problems and identify customer struggles effectively.
What do you dislike about the product?
It would be great to have a much longer period of data storage
What problems is the product solving and how is that benefiting you?
Segmented analysis of customer behaviors to uncover opportunities and conversion frictions
Key for our daily monitoring and understanding customers' interactions and struggles.
What do you like best about the product?
Glassbox allows you to monitor and quickly identify increase in errors or issues, and be able to determine how they are impacting customers. Through it's many features, it also gives you the opportunity to best understand how customers' interact with the websites. We have used Glassbox to find customers struggles and analyze transactional flows to be able to recommend fixes and improvements, as well as be able to track if their implementation was successful.
What do you dislike about the product?
Wish we had more visibility into customers' struggles and how they are calculated, and be able to take advantage of the journey maps. However, Glassbox team is always working with us to deliver on feature requests and quickly provide support as needed.
What problems is the product solving and how is that benefiting you?
With Glassbox, we analyze how customers interact with our transactional flows, identify where they might be dropping off and if there are issues/errors that stop a particular transaction. With monitoring, we can also be proactive when a new issues starts or errors spike, to resolve them as soon as possible in order to have less customer impact.
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