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On prem RHEL with desktop and mobile devices
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
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
The product is great and much better than TeaLeaf but has few shortcomings too.
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.
Glassbox has quickly become an integral part of our CX improvement efforts
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.
its handy to see how our customers are interacting on our corporate site
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.
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.
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.
Ease of creation of custom Attributes
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
Useful insights into customer experience
What do you like best about the product?
The session replay feature is our favourite part of the tool
What do you dislike about the product?
Building reports and alerting for a specific element is not great and we often get different results based on the set up
What problems is the product solving and how is that benefiting you?
GCO analysis of different prices on the product and booking page
GlassBox great at seeing what your customers do!
What do you like best about the product?
Glassbox gives you a deeper understanding of your customers actions online. It is very easy to set-up and it has great analytical tools.
What do you dislike about the product?
Have not found anythings as yet, but the mobile set-up is also easy to do.
What problems is the product solving and how is that benefiting you?
Customer pain points while using our website.
Recommendations to others considering the product:
very easy to install. Glassbox will help you build the business case to get the funding. The ROI time is very short.
Glassbox is a great Software. Happy customer!
What do you like best about the product?
It is easy to use and provides very beneficial insights and analytics so that you can optimize your performance.
What do you dislike about the product?
There is nothing negative to say about this product.
What problems is the product solving and how is that benefiting you?
Real time analytics that is easy to review and optimize. This saves time with a clean and flexible data export.
Recommendations to others considering the product:
Provide a cleaner interface so that new users are able to learn the product quicker.
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.
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.
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