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Difficult and hard to find relevant sessions.
What do you like best about the product?
Safe information for clients with auto-redact feature.
What do you dislike about the product?
Very difficult to use. Search using client-specific info loads other irrelevant information.
What problems is the product solving and how is that benefiting you?
Reviewing customer online sessions to understand their complaint.
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.
Understand user behavior
What do you like best about the product?
How everything is linked. Obviously you get a vast amount quantitative data from your pages and journeys but you also get to understand why users aren't converting/progressing via the session recordings.
What do you dislike about the product?
Stored more data. If the data retention length was more the 30 days.
What problems is the product solving and how is that benefiting you?
We use it to understand why users aren't converting and how we can improve journeys
Intuitive interface
What do you like best about the product?
Glassbox makes it very easy to search and find information about sessions. The interface is intuitive, and locating specific data is quick and efficient.
What do you dislike about the product?
Glassbox is a powerful tool, but there’s room for improvement. Enhancing session load speed, adding more advanced filtering options, and improving mobile responsiveness would boost usability. Clearer error messages and better onboarding for new users could also enhance the experience. More customizable dashboards would further increase its overall value.
What problems is the product solving and how is that benefiting you?
Glassbox saves us time and enhances productivity. Overall, it’s a user-friendly tool that simplifies session analysis and improves accessibility to key insights.
Glassbox is a great tool
What do you like best about the product?
It's great that I can view the customer journey through the app, and watch the relevant network calls. It helps greatly debug issues related to customer experience, and in addition get the calls. so I can create my own flows for load tests running the exact order of requests to the various services.
What do you dislike about the product?
No complaints, I find it very easy to use in general
What problems is the product solving and how is that benefiting you?
Observing the customer journey across different screens, buttons, and options provides valuable insights into how we can improve the user experience. It helps identify areas for optimization and refactoring, enabling teams to enhance the overall flow and ensure a smoother, more efficient interaction for our customers.
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.
Great session replay
What do you like best about the product?
Playback of the sessions is a game changer
What do you dislike about the product?
Heatmaps can be tricky to configure with the right view
What problems is the product solving and how is that benefiting you?
Support no longer need to jump on a call with the customer for every issue, this is brought our video calling rate down significantly
Understanding User Struggles
What do you like best about the product?
I like it's core feature to go through the sessions and provide a solution
What do you dislike about the product?
The reports can be a bit tricky to understand for a beginner
What problems is the product solving and how is that benefiting you?
It helps us understand user struggles, pain points, drop off points, hesitation, unclear member intent, and behavior patterns
Navigation is as smooth as butter
What do you like best about the product?
The software is easy to navigate, options and features are clear as well. I appreciate the additional search functions.
What do you dislike about the product?
The default retention for keeping session replays is short.
What problems is the product solving and how is that benefiting you?
Glassbox allows me to evaluate data, trends, and customer usage.
Exact user journey
What do you like best about the product?
I love that we can see the exact user journeys that generate errors and can quickly fix them, rather than hunt through all our codebase
What do you dislike about the product?
The onboarding can take some time - and it takes time to get to used to the GUI
What problems is the product solving and how is that benefiting you?
With analytics data we knew what was happening, but not why it was happening. With Glassbox we can quickly identify sub-optimal journeys for our customers, improve them and increase the conversion to sale for out core journeys
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