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Quick Visuals
What do you like best about the product?
I really like the
Quick visuals of where people are clicking. This helps us to identify any friction between their experience and how the site is operating
Quick visuals of where people are clicking. This helps us to identify any friction between their experience and how the site is operating
What do you dislike about the product?
Would prefer if there was a roll up of where struggles are happening or calling out those people so we could dive deeper. Also a recording that pulls multiples together/journey
What problems is the product solving and how is that benefiting you?
Searching for the friction points and solving them and finding how we can provide our customers with a better experience
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Easy developer tool
What do you like best about the product?
The easeness of review the data and how organized every tab is.
What do you dislike about the product?
There is no tutorial videos for better understanding of the information.
What problems is the product solving and how is that benefiting you?
Showing me the flows in different paths we handle in the company
Powerful Chrome extension
What do you like best about the product?
to review sessions and specifically see how our customers are working on our website. I use the new chrome extension which is really helpful and means I can see a specific configuration of a page without needing to go into the site
What do you dislike about the product?
nothing, it's all good. The tool is very useful and addresses all of my needs!
What problems is the product solving and how is that benefiting you?
Because I can see our customers' journeys and how they interact with the site, I can understand their experience and where they struggle and what needs to be fixed.
Very easy to use
What do you like best about the product?
The ease to pull up recorded sessions with utilizing quick filter choices allows me to see everything I need for basic troubleshooting prior to having to go into the session.
What do you dislike about the product?
Overall, the only areas that make it more difficult for me to diagnose what's going on with a member account is having to individually review console errors and the error messages they provide. I'm not sure if that's necessarily within scope, but it would be great to get a summary of the errors experienced as a description of the session.
What problems is the product solving and how is that benefiting you?
caring for our customers a across the web sessions they have and fixing any of their experiance issues
Intuitive
What do you like best about the product?
Ease of reading the sessions and the display is very intuitive. I like that the customer sessions are broken into chunks and that a subsection categorisation is provided. I like that you can skip inactive periods and fast forward too.
What do you dislike about the product?
You can improve on the pinning of sessions. Mine just don't seem to stay there and I don't know why. The filter part of the display, to find the calls, is also slightly less intuitive than once you've found the call.
What problems is the product solving and how is that benefiting you?
Love the fact tha we can see where our customers struggle and this deliver fixes to the site
Great customer support
What do you like best about the product?
My Customer Success Manager, Jason, has been very helpful lately.
What do you dislike about the product?
Longer retention period would be helpful so that we can see older sessions
What problems is the product solving and how is that benefiting you?
As a UX Research, I am TRYING to determine usability issues that need to be resolved, and feature usage/adoption, but the learning curve of this platform is very steep.
Love the Augmented Journey Map
What do you like best about the product?
I like the concept of the augmented journeys. The recorded sessions are also useful.
What do you dislike about the product?
There is a lot functionality, which is great but also makes it overwhelming. It'd be nice if I could just say what I'm looking to learn about the data and then be directed where to go or simply told the answer (via an AI assistant maybe)
What problems is the product solving and how is that benefiting you?
Operational savings by spending less time i understanding the root cause behind customer struggle
Well organized data
What do you like best about the product?
I like how the data is organized and i like how it shows the correct amount of information that i need to present in a report, as well is easy how we can download the information in a single format. I always use glassbox to present count reports to my manager so we can have a clear idea on how many people visits the website
What do you dislike about the product?
There is not much to report about - it really works for us. It would be good if we were able to extend our retention period
What problems is the product solving and how is that benefiting you?
We are working on verifying the performances of accessibility related pages from our company. This is helping us in verifying how many people is interested in accessibility related products or instructions. We also analyze what are the needs that we need to cover to avoid any legal inquiry in the future.
Great CX info
What do you like best about the product?
I like how it provides detailed information about each step of the process shown in the program.
What do you dislike about the product?
It would be good to see more onboarding for new users
What problems is the product solving and how is that benefiting you?
Reviewing information that customers go through the designated websites of our company.
Very Insightful
What do you like best about the product?
The option to see the customer journey entirely, catching crashes and understand issues
What do you dislike about the product?
Catch all error, filtering by custom attributes should be a lot more easy with a quick select from the favorites
What problems is the product solving and how is that benefiting you?
Reducing and solving the errors and JS problems in our site. making sure that our site adheares to strict quality standards
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