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.

What do you like best about the product?

creating funnels to know where our customers struggle the most , so with this we can improve our websites for a better customer experience

What do you dislike about the product?

no able to use regular expressions when creating SOME REPORTS

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

when our systems is down or any page, code is damage so we can fix it and acutally get how may people were impacted by this and change it

What do you like best about the product?

Funnels to segregate the distinct customer behaviours into cohorts, and the support from the team via webinars.

What do you dislike about the product?

There is nothing to dislike about the tool so far.

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

Understanding customer paint points and replaying customer sessions to further analyse errors

What do you like best about the product?

Interface is simple and intuitive. Setup is reasonably simple from development standpoint.

What do you dislike about the product?

Documentation is difficult to come by for new features, all work is carried out by the Israeli team so we often have to wait for responses to technical questions.

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

We already had Tealeaf and transitioned to Glassbox. Users are able to self service more.

Recommendations to others considering the product:

Know exactly what you need and why you need it.
Make sure you have exact timelines for delivery and set expectations early.
Be careful on PII data.
Ensure that any and all work on your systems is conducted by your resources and is overseen by Glassbox - not the other way around. Else your resources will know nothing.
Run a complete review of all HTML code and ensure appropriate descriptions for every element.
Ask about access to your data via other means - conveniently they will not offer Casandra queries or free data export functionality.
If on prem be careful of all the freeware they are using with their product - EOVS will become painful

What do you like best about the product?

Replay sessions and light weight which is certainly better that TeaLeaf

What do you dislike about the product?

not having enough feature to support User Journey and few missing features to support Mobile/Tablet platform.

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

User Replay session for prod support to understand user issues. User Journey to understand what would user expect next etc.

Recommendations to others considering the product:

Please enhance it to support User Journey to next level.

What do you like best about the product?

User-friendly interface, especially when replaying user sessions. Excellent and constantly-expanding gamut of features and capabilities. Helpful team - great support for any issues/questions. Very receptive to feedback from clients on how to further improve the platform.

What do you dislike about the product?

None that comes to mind at this time. It is a great tool that all/any business can benefit from.

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

Analyze and identify pain points and bottlenecks in customer experience. Given that Glassbox is a tagless solution, we get immediate data and insights right after a few product or feature gets added to our website, without having to wait for other teams to "tag" elements/pages. Real-time data is super-valuable. Retroactive funnel reports allow to determine sizing for issues detected in the experience, rather than having to setup events (in other tools) and wait for them to collect data. Allows us to research and analyze Fraud activity on our site by identifying suspicious user behavior and monitor/alert to mitigate real-time.

What do you like best about the product?

being able to see the error messages and the ability to be proactive and trouble shoot before they start contacting us.
i love that I can see sessions and figure out where are users are struggling on our website. I like the reports and the support that i get when i have questions.

What do you dislike about the product?

logout time is quick.
also finding certain the sessions is sometimes difficult but we do have good support assistance.
i find the site sometimes hard to navigate- like the scrolling and many times i have difficulty finding sessions as some back end stuff has changed.

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

our team uses it to see how our airline clients interact on our website . to see where they stuggle and also we use it to be proactive when we see certain errors

Recommendations to others considering the product:

if you want to see what your customers are handling issues on your website, and being able to evaluate and adjust features, this is great.

What do you like best about the product?

It's really easy to create your custom attributes based on Session Replay. Replay looks great.

What do you dislike about the product?

Complex Installations, UI could be improved

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

We understood customers' behaviours and causes of struggle and abandon we couldn't explain before.

Recommendations to others considering the product:

Cloud is much easier than On-Premise to go live fast, more reliable, same or better performance