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Modern Technology and Extensive Features
What do you like best about the product?
Built on modern technology, very flexible scaling, very extensive feature set, vendor willing to add enhancements based on recommendations
What do you dislike about the product?
Limited central administration; not optimized for legacy application
What problems is the product solving and how is that benefiting you?
Replacement of Tealeaf system; much faster application onboarding capability due to the way the Glassbox can instrument the applications
Independent Consultant
What do you like best about the product?
Glassbox provides great insights from a customer perspective, has good usage coverage in several website categories. Including Computers Electronics & Technology, Science & Education, Arts & Entertainment, Health.
What do you dislike about the product?
I think Glassbox is trending in the right direction, but may still be behind tools like Google Analytics in overall market share and website coverage.
What problems is the product solving and how is that benefiting you?
Working with clients to better define customer experience, and refining future roadmap on CX discoveries. Tools like Glassbox are being discussed to help mitigate risk and promote additional discussion.
The Solution which tells me why my customers are acting the way they are !
What do you like best about the product?
Well first of all its really easy to use and to get setup. literally I was up and running in a few hours. In terms of looking up sessions - I can find all sessions I need very quickly based on any kind of attribute or piece of data which was part of the session. There are great out of the box reports which are tailored to what I need. But the thing I like best are the funnels which I can create from the session. So I can carry on monitoring sessions. Glassbox address the business need I have in understanding how my customers are using my site - and gives me this information very (very) fast
What do you dislike about the product?
Not a lot that comes to mind - the solution is exactly what I needed.
What problems is the product solving and how is that benefiting you?
Prioritizing development priorities. Understanding how users are using the product. lowering the time to solve product tech error. increasing our user customer satisfaction of the product we are providing them with as they have less issues in the product and when they are - they are solved very quickly.
This has even been helping our compliance department because we can now quickly resolved customer disputes when they happen as we have all the session data and can play it back like a video
This has even been helping our compliance department because we can now quickly resolved customer disputes when they happen as we have all the session data and can play it back like a video
Recommendations to others considering the product:
Its a great solution - Glassbox can do so many things - its best to know what your business objectives are and to have them well defined. that way you can use the solution best to your advantage and monitor its success
Glassbox gives us full visibility into the customer experience
What do you like best about the product?
When a customer contacts our support group about a problem with our customer facing website we can quickly replay the customer session ad see exactly what happened. This helps us find and fix the problem quickly and efficiently.
What do you dislike about the product?
There is nothing I dislike about the service.
What problems is the product solving and how is that benefiting you?
We need to know if our customers are having a pleasant experience on our website or not. If they're not we need to know when, where, how and why. Glassbox provides this information and gives us full visibility into our customers web experience.
Recommendations to others considering the product:
If you need session replay on your customer experience then Glassbox is a great solution.
Excellent insight tool, get ready to dazzle your colleagues with data
What do you like best about the product?
Click maps are extremely useful, enabled me to remove things from pages that were slowing us down. Funnels an excellent option, can see where we lose people on journeys.
What do you dislike about the product?
Training helps but it's not easy, easy to use. I don't have the time to invest to really get myself up to speed so maybe dont get as much value out of it as I could. Small complaint though as probably just me.
What problems is the product solving and how is that benefiting you?
Removing things slowing down pages, fixing broken journeys, using it to solve internal dispute that slows things down from that pov.
An excellent tool to gather valuable insights
What do you like best about the product?
Glassbox allows us to spot issues that could otherwise go unnoticed, giving us the opportunity to stop potentially larger problems in their tracks.
What do you dislike about the product?
I was not a fan of Glassbox's previous UI, however this has been completely overhauled in the new version!
What problems is the product solving and how is that benefiting you?
Glassbox has given us the opportunity to optimise user journeys, fix errors and how we display them to users, track performance issues and quickly identify user pain points.
Helps me to understand what is going on
What do you like best about the product?
The Ability to quickly locate session by any (!) attribute of the session - text buttons clicked, IP and all this can be done while the session is still going on (like a 10 second delay or so) they also have funnels which allow to quickly identify similar sessions. Also the fact that they have no 'tagging' required this is a great benefit for our teams in turn of maintenance as they dont need to create a new attribute each time a new product capability is being added.
What do you dislike about the product?
Its all very good - I would like to get better recommendations on which reports to use - there is so much there
What problems is the product solving and how is that benefiting you?
Quickly identifying where and why users are leaving the site, conversion issues and site technical issues there are many of them some time so this helps us quickly identify which ones matter and quickly prioritize them. It also lets us see which parts of our site are more popular than others - and where users are spending most of their time (and this can be done per journey type as well ) so this is more than just a heat map!
Recommendations to others considering the product:
Work with the team to see which reports are best for you. the system can be up and running in no time - but it is very important to know what kind of stuff you want to see. There are of course ad-hoc queries, but in day to day job is always best to know where to start from
Great tool for managing digital experience of customers
What do you like best about the product?
Glassbox enables me to understand why users are acting the way they are in my web site. It enables me to discover not only where they are leaving but why. and all this with no over work no need for pre tagging screen elements. all data is immediately available for analysis
What do you dislike about the product?
I would love to better segment sessions by returning users. there are ways to do this but this is not straight forward .
What problems is the product solving and how is that benefiting you?
Understanding the reasons behind conversion rate and user abandonments. You can clearly see all user journeys and their behavioral trends according to geolocation and devices . best of all this integrates with our a/b testing so we can try different new product capabilities before we role them out
Recommendations to others considering the product:
Ask to see the journey map in action - and see how this can work for you. Clearly state the KPI you are trying to drive
Amazing Solution - Gives me the Why behind the What
What do you like best about the product?
Its not the session replay (though it is great) buy the fact that I can easily and immediately search for all sessions with open text based on any event that occurred in the session. I also love the ad-hoc funnels which allow me to review sessions which followed a specific path or that have specific screen elements inside of them.
What do you dislike about the product?
I would be happy if I could search for sessions by users - this is possible but not as straight forward. I guess the UI could look a bit better - but this is a price I am willing to pay as the analysis capabilities are strong and I can quickly understand all journey patterns
What problems is the product solving and how is that benefiting you?
Understanding where and why users are leaving the site - and based on this solving issues in the web site (mostly technical issues ). It also provides a complete the view of my all my users journeys which I can then slice and dice (like with A/B testing data to understand which campaign works best)
Recommendations to others considering the product:
The strong advantage with Glassbox is that web elements don't not require tagging and they are available for immediate query and analysis. this does not exist with many other applications I looked at
Best thing since sliced bread!
What do you like best about the product?
Glassbox automatically tags every event! Also, when I need the data elsewhere or the replays elsewhere, they are available to me in real-time. The support team uses the replays and links them into our Jira tickets. The product team uses it for the digital analytics, the journey mapping, and the automated insight about what issues are causing the most revenue affecting problems. The analysts use it for trouble shooting which often times are technical events our other tools do not capture or highlight. With the video like replay and indexed code, we don't have to recreate problems our customers are having. All the data and visual evidence is right there at our fingertips saving weeks of analyzing and guessing from our development team. We are bringing in real-time omni-channel use cases now using the streaming data feed to our S3 lake. This product is awesome!!!
What do you dislike about the product?
There is little to dislike here, I suppose more user groups would be helpful to learn what others are doing with this tool.
What problems is the product solving and how is that benefiting you?
Conversion Optimization, Troubleshooting Digital IT issues, Streamlining our support process. Each of these has pretty hard ROI associated with them.
Recommendations to others considering the product:
Try this product you will love it!
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