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2/18/2024
What do you like best about the product?
This will be a bit long - so stay with me here. In our bank we recevie great value from analyzing the activity sequnce of our customers. We do this in order to identify new revenue streams, predict crashes and detect various long term business treands. One of the key issues we had with our previous solution was in the time 'wasted' during the wating periond before we were able to gain insights. This was becasue what we called a 'data gather delay' where the time spent collecting data for the chosen sequence created for us a wait before we were able to validate the hypothasis and take action. With Glassbox this is not the case as all elemetns and actions are immdieatley available for analysis so we dont miss out on and timley interventions and have no delay in indetifying potential revenue opps
What do you dislike about the product?
I will be honest it sometimes seems too complicated if you're not familiar with all the (amazing) features. maybe its an issue of getting to work with the system more.
What problems is the product solving and how is that benefiting you?
We use Glassbox to confirm new revenue streams and to identify potential issues likecrashes before they take an impact on customer engagment and CSAT
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Friendly UI
What do you like best about the product?
I like the friendly UI of glassbox console, everything is well organized and well laid out on the screen. It is easy to search the recorded sessions using different search criteria. It covers all the information that we need for investigating each session, including the browser information, IP address and device information. It is also easy to import, export and share sessions.
What do you dislike about the product?
There are too many columns on the default recorded sessions page. I think some of them can be hidden first, for example, Start Time (GMT) column. and it would be helpful if there are some real time tips for searching and other usage.
What problems is the product solving and how is that benefiting you?
investigating errors in our customers sessions and locating the areas which are prone to issues. fixing them and giving our customers a better digital experaince
Secure & Robust
What do you like best about the product?
recorded sessions with free Style search add a strong level of flexability to how we use the tool . also you dont need to be a pro in creating dliters - you just type it in the field as is
What do you dislike about the product?
I would be happy if the site would be cleaner in terms of the features - from a UX perspective I mean
What problems is the product solving and how is that benefiting you?
Fixing the bugs and defects in our site so that our customers have a positive experience
Good for A/B Testing
What do you like best about the product?
i really enjoy the interaction page scroll maps in glassbox. It is extremely valuable in a/b testing analysis when working to supplement quantitative data findings
What do you dislike about the product?
the data is far too sampled to be using many of the tools. the only data that i trust to share with the client is page scroll data. all other engagement data using tagless capture does not seem to be accurate and only captures about 3% of total visits
What problems is the product solving and how is that benefiting you?
Understanding which one our A/B tests works better and designing better products for our customers
Error Resolution
What do you like best about the product?
it helps to resolve the issue which we may have in our website so that our customers will be able to apply for their applications in a way which makes them happy
What do you dislike about the product?
Nothing I can think of- great product and nearly no issues
What problems is the product solving and how is that benefiting you?
operating on all issues in our website and resolving them before they impact customerengagment
Great Insights!
What do you like best about the product?
Seeing a members app experience first hand its a great way to see how our customers are working with our mobile app
What do you dislike about the product?
Better user friendly webface would be someting important for us. the insights are very good - but would be happy if Glassbox could up the look and feel
What problems is the product solving and how is that benefiting you?
Improving our App and seeing the reason it crashes when a user interacts. we can see all the pain points our customers have and fix them in RT
Enterprise Ready!
What do you like best about the product?
The ability to see backed end transactions and the error codes associated to them based on the customer's interactions.
What do you dislike about the product?
Not all transactions are recorded and I do know that this is based upon the customer's overall licensing agreement but if this tool is meant to assist in customer experience and troubleshooting such a feature should not be limited in your licensing packages.
What problems is the product solving and how is that benefiting you?
Findign the technichal errors in our site such as API Calls and back end calls and then fixing them to reduce site downtime and customer abandonment
Works for all of our teams!
What do you like best about the product?
The possibility of creating Business Flows and the possibility save filters as favourites.
What do you dislike about the product?
speed performance, ease of create page journeys would be helpful for us
What problems is the product solving and how is that benefiting you?
Revealing our customer friction points you can be sure how they are generaly finding your site
Great for the FSI
What do you like best about the product?
I love the specific images we can view that show us the customer's journey through the SoFi app. This helps us better understand what their needs are.
What do you dislike about the product?
It would be wonderful if data could be held longer. Currently we see a 30 day look back, it would be nice to see 60 days.
What problems is the product solving and how is that benefiting you?
Looking and fixing all issues in our website which are holding back our customer's experiance
You get what you pay for
What do you like best about the product?
I have to say that I am very pleased with this tool - specifcikly with its augmented jorueny map which has vrious types of insights regardingthe reason hy my customers are having issues.
What do you dislike about the product?
The solution performed it was told, but would appreciate if there were more training videos on onboarding so that ourteam could get up to speed quicker
What problems is the product solving and how is that benefiting you?
sorting the sessions according to where customers have problems we can then prioritize what we need to deal with first (in terms of erros) so that we get the most our of our resources
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