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Seeing Online Sessions
What do you like best about the product?
What I like about best with Glassbox is it is very helpful with being able to see what the customers are doing in their online session. sometimes its something small that I overlook or something I would not thing the customer is missing. However in Glassbox I can properly assist our customer by viewing the session and see where they are getting stuck or having an error.
What do you dislike about the product?
It would be usefull if the real time playback would be even faster - would help in our customer support
What problems is the product solving and how is that benefiting you?
I am resolving online banking problems for customer. It could be zelle, bill pay, online wires, and other online related topics. I am helping our customers with online navigational steps, sometimes also detecting when the system is down or experiencing issues. I am able to see the errors customer gets, I am able to see the problems customers are running into, also I can see settings like if the customer screen is too zoomed in that can cause issues as well.
View customer login
What do you like best about the product?
we can view how customers login and see if they are encountering any issues and solve them
What do you dislike about the product?
The UX on the filtering could use a face lift to make it more easier to use
What problems is the product solving and how is that benefiting you?
trouble shooting, why customers aren't able to see certain features and then fix the issue
Love the UX
What do you like best about the product?
The new UI color scheme makes it very easy to understand where everything is
What do you dislike about the product?
Easier search on IPs even though GIA is making things much easier - becuase no need to create those sophisticated filters
What problems is the product solving and how is that benefiting you?
customers experience troubleshooting, heatmaps and many more from GB feature list
Session Review
What do you like best about the product?
being able to review the sessions has proved to be very impactful - no time is being wated anymore
What do you dislike about the product?
Session retention and haveing all the API captured - some time we have missing AJAX
What problems is the product solving and how is that benefiting you?
reviewing sessions, identifying defects that need a fix and then having a better service for our customer
Very easy
What do you like best about the product?
When searching for sessions. the device/browser icons make it very easy to identify what kind of device and/or which browser was used to initiate a session.
What do you dislike about the product?
more customer training on new features would be useful
What problems is the product solving and how is that benefiting you?
Session replay helps us identify exact errors /experience, as well as being able to identify if issue is simply navigation-based or an actual "issue"
Validate user experience
What do you like best about the product?
I like the functionality to replay sessions and validate the user experience. This helps identify production related issues and steps to reproduce. Also like the ablity to see browser and OS info which helps when reporting issues related to browser/OS
What do you dislike about the product?
Sometimes the we miss sessions as theur retnetion expired - is there a way to overcome this?
What problems is the product solving and how is that benefiting you?
All problems/errors related to online banking. It can be an error message customers see online and bankers may not report the exact error or a navigation related issue where customer is not clicking on the right link/URL or a broken link that needs to be reported to development.
Understand customer pain
What do you like best about the product?
Glassbox allows me to confirm and review customer complaints using the replay capabilities. When a customer makes a complaint it's usually in a time of frustration or anger and the details of the complaint are usually minimal. I don't need to depend on the customer to tell me the entire story, i can watch their experience to get most of the details needed.
What do you dislike about the product?
It would be great if there were more training webinars and sharing the roadmap
What problems is the product solving and how is that benefiting you?
My organization uses Glassbox to research customer issues using the replay function. When customers run into issues online, it's difficult to know if the issue or blocker was expected or if there's a defect causing the bad customer experience. By isolating the issue using replay we can use data in the replay capture to start to determine the root cause of the issue,
Transparent and strong AI models
What do you like best about the product?
The AI in Glassbox makes it very easy for us to quickly search and find sessions. It also gives us the ability to create a summary of them so that we dont need to replay
What do you dislike about the product?
The performance of the system can be impacted at time in terms of the time it takes to replay the session
What problems is the product solving and how is that benefiting you?
Looking for issues in our customer journey - when they are unable to fill out a request and by this we can imrove our systems
Excellent Visuals
What do you like best about the product?
Really liked glassbox as it all in one place and visuals are great
What do you dislike about the product?
Please add more dashboards and analytics about our data
What problems is the product solving and how is that benefiting you?
Looking into the zones in our website where customers are not interacting the way we would exepect
Love the struggle score
What do you like best about the product?
The struggle score! I love that I can pinpoint to a section that GlassBox has already highlighted for me. I also love that I can speed up or skip to pertinent details in the recording.
What do you dislike about the product?
The system is great and is working - sometime there is a lag in the session replay
What problems is the product solving and how is that benefiting you?
Sign in issues mostly. Targeting where in the process they are running into major issues. It's a functionality issue.
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