Comprehensive journey insights have reduced onboarding drop-offs and improved customer experience
What is our primary use case?
My main use case for Glassbox was to track the customer journey and session replays, capturing the analytics setup of the customer portals.
We had applications where a customer would come and fill in many large forms. There were interactive elements to choose from as an onboarding journey and we implemented Glassbox there to track drop-off points, where users were spending more time. If there was a drop-off, we wanted to understand the exact reason and how customers were behaving with the onboarding process.
We also saw many errors, JavaScript errors, and front-end errors on the portal. Glassbox could identify broken flows, which helped us significantly.
What is most valuable?
The best features Glassbox offers are the tagless sub-capture, which I believe is very fast to implement compared to other tools, and it has strong session replay with enterprise-grade capabilities that work very well for larger applications.
Tagless implementation made the implementation faster because there is no need for constant tagging updates. Other vendor tools often require that on a regular basis, so considerable effort was saved there. In terms of strong session replay, Glassbox's offerings were more comprehensive than competitor tools, allowing us to see real-time visibility into issues.
Glassbox positively impacted our organization because we got a one-stop solution to track all different journeys, different dashboards, and different applications. We could do all the analytics around how users were behaving and what interactions were occurring. Glassbox is used extensively by research, UX, and marketing teams, and it has made a positive impact.
What needs improvement?
Glassbox can be improved because it is somewhat complex and there is a steep learning curve that requires training. Making it simpler would help. Secondly, it is somewhat overkill for basic analytics. Working in a startup, it is very expensive and the pricing is not very transparent. If I want to use a dashboard like Google Analytics or Mixpanel, it is quite expensive and complex, so having a lighter feature set for small-scale SMBs could be beneficial.
For how long have I used the solution?
I have used Glassbox for about three years.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
Glassbox's scalability is excellent as it is a complete enterprise tool, so we have no issues in that regard.
How are customer service and support?
Customer support is good. We had an enterprise plan, so we had a relationship manager, which made everything easy. We did not encounter many technical issues, so not much support was needed. Learning was easy as well, with many available courses and content to set up. Once you work with a couple of applications, it becomes easier.
Which solution did I use previously and why did I switch?
Previously, I had a mix of solutions, which included Google Analytics, Adobe Analytics, ContentSquare, and Quantum Metric. We switched to Glassbox to streamline into one solution.
How was the initial setup?
The setup was seamless, and the support and implementation team were really helpful.
What was our ROI?
We saw a return on investment with Glassbox as we recovered the cost of implementation. The two main metrics were a better customer experience with fewer support issues and improved technical efficiency.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup costs, and licensing was that the pricing was enterprise negotiated pricing based on sessions and features captured, along with a feature module, making it quite complex.
Which other solutions did I evaluate?
Before choosing Glassbox, we did not evaluate many other options. We got a very good recommendation about Glassbox and moved forward, although we had checked out Quantum Metric and ContentSquare.
What other advice do I have?
My advice for others looking into using Glassbox is that if you are a startup or a small company, do not use Glassbox. There are easier to implement and cheaper tools for simple requirements. However, if you are an enterprise company needing one tool for everything, a complete end-to-end implementation with sufficient resources in terms of money and time, then use Glassbox as it is scalable and enterprise-grade.
Glassbox is a powerful digital experience platform with complete visibility into user behavior through multiple features. If you have the time and money to invest, Glassbox is a very good tool. I would rate this review a nine out of ten.
AI-Powered Insights with Room for Interface Improvement
What do you like best about the product?
I like that Glassbox uses AI, which makes it easier for me to trust them since they have a source of information from a vast majority through AI. Despite still trying other products, I find Glassbox to be one of the best.
What do you dislike about the product?
The interface could be improved. It would be helpful to have a step-by-step system to better understand how everything works.
What problems is the product solving and how is that benefiting you?
I consider using Glassbox for promoting my business, particularly in expanding customer reach. I trust Glassbox more due to its use of AI, which provides information from a vast majority of sources.
Digital experience insights have improved funnel decisions and now optimize checkout journeys
What is our primary use case?
My main use case for Glassbox is to utilize it for the product layouts and the checkout funnels. In our main use case, we have to use two homepages, such as get your money and we have some apply now. So we have two interaction maps that while variant A gets more over time, variant B drives 1.3 more actual clicks. The team will choose variant B with confidence.
What is most valuable?
There are multiple features of Glassbox. One major feature of Glassbox is the Struggle Score that will be applied to every session by identifying the behavior of rage clicks, excessive scrolling, or dead clicks. It correlates the struggle with the revenue impact. Instead of seeing a list of a thousand errors, I will see five errors actually costing us the most money, helping me prioritize what to fix first.
In addition to that, in the tagless capture, there are some benefits such as no manual coding will be required and immediate answers to any questions. That is the best feature of Glassbox as well.
Glassbox positively impacts my organization by increasing our productivity using its features.
What needs improvement?
Glassbox can be improved in various ways. I think performance and lag are areas needing improvements. Basically, it is a platform speed issue. Users have reported performance lag, especially when running some complex funnels or loading session replays, with some actions taking two minutes to process.
For how long have I used the solution?
I have been using Glassbox for 12 months.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
Glassbox's scalability is great; it can manage a lot of data. It records 100% of digital interactions across web and mobile, capturing everything, which ensures removing the developer intervention as new features or pages are needed.
How are customer service and support?
Customer support was very good. If I have any doubt or query, I can raise tickets with customer support, and they provide help immediately.
Which solution did I use previously and why did I switch?
I did not use a different solution previously.
What was our ROI?
I have seen a return on investment, having saved a lot of money and time. Previously, the company was spending more, but now, currently, our productivity has increased so we do not require too many people to handle any scenario.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing is great, and it is cost-effective. The pricing is good, and licensing is also easy.
Which other solutions did I evaluate?
Before choosing Glassbox, I did not evaluate other options. I found the best in the market, which is Glassbox only.
What other advice do I have?
I rate Glassbox an eight out of ten because I think it is easy to use. I would rate the customer support a seven on a scale of one to ten. I advise others looking into using Glassbox to use it because it is easy to use, easy to handle, and has very good customer support. Having it is easy, and licensing is also easy. I have assigned an overall review rating of eight to Glassbox.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
A Review of the Product
What do you like best about the product?
The customer journey analysis is a fantastic tool
What do you dislike about the product?
I can replace the digital record keeping with a myriad of other products
What problems is the product solving and how is that benefiting you?
It is helping me further analyze a lot of data I receive from digital sessions
Enhances User Understanding with Session Replays
What do you like best about the product?
I use Glassbox to see how users use the website or app, which helps me understand where users face problems and where they leave. I also love using it to watch session replays and improve the user experience. It helps me find where users face issues and where they drop off, and lets me see real user sessions to understand problems better. I like the session replay feature the most because it helps me see what exactly users are doing and assist them where they face issues. It is easy to understand and very helpful. Session replays help me see exactly what users do step by step, making it easy to understand where they get stuck or face issues, which helps fix problems faster.
What do you dislike about the product?
Sometimes it takes time to find specific sessions, and it can feel a bit slow. Also, some features are not easy to understand at first.
What problems is the product solving and how is that benefiting you?
I use Glassbox to understand user behavior and identify where they face issues or drop off, which improves user experience. The session replay feature lets me see user actions step by step, helping fix problems faster.
Easy Access
What do you like best about the product?
What I really like about Glassbox is that it is not complicated to learn. Things are easy to navigate and attributes are easy to understand.
What do you dislike about the product?
What I dislike about Glassbox is that some sessions are not complete so, there some things that I want to look that I can't. But overall, everything is good.
What problems is the product solving and how is that benefiting you?
It helps me replay the sessions of the customers for a specific website and prove the problem they are encountering which helps our job to analyze the problem.
I like using Glassbox in investigation on some customer's feedback.
What do you like best about the product?
I really like how I can easily create a funnel just by clicking some features on sessions.
What do you dislike about the product?
I don't like that the session links sometimes would be split and could not find the rest of the sessions.
What problems is the product solving and how is that benefiting you?
It helps me in identifying and quantifying the issues encountered by the users on the brand's websites.
Glassbox is easy to navigate but has performance lag issues.
What do you like best about the product?
Like utilizing Glassbox for its ease of use and intuitive interface, which makes it an essential tool for analysis and investigation. It offers comprehensive session replay capabilities, allowing for detailed tracking of user behavior and interactions on the websites. It also supports deep insights into customer journeys to identify customer issues more effectively.
What do you dislike about the product?
The main concern with Glassbox is its performance lag. Actions such as clicking through sessions or running funnels often take up to a minute to load, which can significantly slow down the workflow.
What problems is the product solving and how is that benefiting you?
Since I use Glassbox extensively for analysis and investigation of customer feedback on brand websites, it is helpful to identify the pain points or issues encountered by customers while navigating the sites. Creating funnels is also helpful to quantify the customers affected by the same issue over a given timeframe.
Great Journey Maps
What do you like best about the product?
Probably the journey maps. Its good to get a high level view of abandons and where the traffic is coming from/going to.
What do you dislike about the product?
I find it challenging to understand how to set it up and differentiate when you have various platforms within your ecosystem.
What problems is the product solving and how is that benefiting you?
I'm using Glassbox as a UX tool to optimise my platform.
Experience with Glassbox
What do you like best about the product?
I think the most helpful thing about Glassbox is that it allows you to see more your customer is needing assistance with
What do you dislike about the product?
Sometimes glassbox is finicky. It can cause some frustration
What problems is the product solving and how is that benefiting you?
Glassbox is solving the barrier of not being able to see what the user is experiencing.
