Varun V.
Star Rating: 5

What do you like best about the product?
I like struggle score and struggle type information in the glassbox, also the business flow feature is really important for us to track all these KPIs that really matters to us. I am very power user of funnel feature in the glassbox and most importantly its TAG less feature is next level capability for us

What do you dislike about the product?
Its difficult to find page names in glassbox, can we have centralized repository with all page names somewhere in glassbox. There should be user level grouping so that one department does not access other department glassbox custom reports. Also whenever we are improving glassbox version can we have documentation with highlight of features in the respective version, please how tableau does that similarly it will help us. And add whereever possible information buttons

What problems is the product solving and how is that benefiting you?
Identifying locations in our application which are causing our customer frustration and improving them so that we can provide on a consistent basis our customers with an exemplary experience

abhijit s.
Star Rating: 5

What do you like best about the product?
Glassbox let's me create funnels and reports which helps me filter the exact customer use cases that I want to view. The AI which is part of the joruney map, helps us to focus on the reasons behind customer struggles. in the world of FSI where there are so many forms to fill and experience is the name of the game - seeing what is working and its importance is

What do you dislike about the product?
Glassbox does not seem to capture all sessions as the numbers don't tally with my actual reporting. This may be becuase of a restirction on the numbers of sessions which we capture

What problems is the product solving and how is that benefiting you?
looking at where our customers have issues - we can better improve our site so that our users have a better experiance

Priyanka C.
Star Rating: 4.5

What do you like best about the product?
I like that Glassbox allows me to gain valuable insight into the customer journey and how page design flaws affect consumer behavior. By using the Trip Maps, I am able to measure our site's Core Web Vital (CWV), specifically the Largest Contentful Paint, which is a critical part of determining SEO placement on mobile devices. In addition, using GlassBox gives us visibility into user-generated data, such as correlating CWV score with revenue, so we can explain certain tasks with value and why investing in website improvement should be prioritized within projects.

What do you dislike about the product?
I appreciate the connection between Glassbox and Google Data Studio, but I think it could be improved. While adding difficulty ratings to our site's dashboards through Google Data Studio is valuable, users should also have access to this information when they come to us from various forms of ad clicks without having to manually search for it in third-party applications.

What problems is the product solving and how is that benefiting you?
By using Glassbox technology, we are able to more quickly identify and resolve any issues within our website or mobile application.

Thomas H.
Star Rating: 5

What do you like best about the product?
The ability to manipulate data into a format that allows me to break down site by site what customers are encountering. This also spans across to the ability to create a thesis before testing.

What do you dislike about the product?
The ability to make he dashboard more 'user friendly' to reach the data I am looking for. This can span into a further breakdown of data at hand and of how I can export this data in the manner i am looking for it in.

What problems is the product solving and how is that benefiting you?
Using the data, we have on our customer's sessions to better understand where they are struggling. In addition, we can quickly see how bugs or any other issue has been impacting historical sessions without any need for tagging

Laura H.
Star Rating: 5

What do you like best about the product?
There are SO MANY things we love about Glassbox, but probably my favorite part of the tool is its session recordings. It has been a game-changer in terms of us being able to replicate and diagnose struggle points on our sites because we can literally see exactly what a user did leading up to the issue and share that moment with our dev team to explore further.

What do you dislike about the product?
To get the most out of the tool, there’s definitely some manual effort needed to identify PII for masking, configure pages, funnels, etc. It would be nice if some of those pieces could be more automated, perhaps even leveraging AI. For example, when an issue is found, it’s still on the business user to create a funnel to find other sessions where those same steps occurred that led to the issue. It would be awesome if AI could step in and group “like” sessions together and perhaps even identify the problem piece of code, etc., that led to that struggle.

What problems is the product solving and how is that benefiting you?
diagnosing all the struggle points our customers have in a sessions and sharing with our devlopment teams so that they can explore the issue and fix it in a timley manner

Daniel M.
Star Rating: 5

What do you like best about the product?
The ability to see what our clients are doing/interacting with in our mobile experience and our browser experrience lets us know where we need to focus any future development areas

What do you dislike about the product?
I think the latest updates are great...not sure where to improve at the moment. meaning everything is working the way it should with not outstanding issues. Happy with the fact that this is not impacting the end user performance as well

What problems is the product solving and how is that benefiting you?
We are using Glassbox to shorten the development cycles of our mobile product releases. We have been able to shorten these times considerably.

Madhur S.
Star Rating: 4

What do you like best about the product?
Glassboro is a great way to boost a business as it allows you to clearly identify where the website is not performing at its best and fix it quickly reducing the number of errors. Likewise, it allows obtaining a higher level of commitment from clients. Glassbox is really simple and intuitive to use software, it helps both non-technical users and developers to identify specific use case issues at the individual customer level.

What do you dislike about the product?
Actually, there is nothing to dislike about this platform. In all the time that I have used this software, I have not had any kind of problems or errors. Om the contrary, implementing their use has helped us improve our processes in matter of weeks.

What problems is the product solving and how is that benefiting you?
It helps us prioritize things faster and drive higher customer satisfaction with our products by fixing the real issue efficiently giving them a better experience.

Sylvain R.
Star Rating: 5

What do you like best about the product?
Its a quick and instant fast track for an investigation of a customer's session with real-time data. The proof here is in the pudding as we can replay a session and prove the issues a customer may be experiencing as part of their journey

What do you dislike about the product?
It would be great to be able to see data/stats on a more extended period of time. Being able to compare months over months or even year over year. For example, how many errors did users get in 2022 compared to 2021.

What problems is the product solving and how is that benefiting you?
Improving our web site in terms of its usability and the stability that it provides our customers. it now takes less time to reproduce errors of all kind and when we show this to the DevOps they can quicly take action

mitchell d.
Star Rating: 5

What do you like best about the product?
With glassbox we can drive higher customer engagement in our site. This is primarily because we can see exactly what is happening in the user experience on each page and how it is being impacted by the technical aspects such as core web vitals

What do you dislike about the product?
I would like to have a filter for many of the attributes on the primary search in the find session component. maybe I am missing something but I am not sure where it is and it takes me longer to sift through the data

What problems is the product solving and how is that benefiting you?
having our website operate with as little bugs as possible and making sure that the site itself makes the most sense to our customers when they come to navigate. so I guess in general moving the friction areas

J H.
Star Rating: 5

What do you like best about the product?
I like having the ability to gain insights by watching how users navigate our web pages. Specifically, I like being able to use the filters to watch the specific actions and pages that I want to see used.

What do you dislike about the product?
Onboarding and learning how to navigate the site can be difficult. You do a good job of helping with the onboarding process and being available to teach us how to use it, but it is rather complicated and difficult to understand initially.

What problems is the product solving and how is that benefiting you?
Glassbox is being used to validate our assumptions about where our site is suffering from errors due to slow page load time or becasue there arebugs which are across the site and prevent our customers in doing what they want

Priya R.
Star Rating: 5

What do you like best about the product?
The place where Glassbox hits it home is in the accurate expression of our customer experience during their session in our site. The playback runs at different levels of speeds so we can jump to the issues which are in question very quickly

What do you dislike about the product?
In the expiring session, instead of getting that the session expired in 30 min it would make much more sense if you do it basis on the activity of the user in the system

What problems is the product solving and how is that benefiting you?
Playback of the sessions n viewing the heat maps of our pages and by this we can see where our customer spend their time and see if in general, there are areas which are problematic for our customer

Verified User in Leisure, Travel & Tourism
Star Rating: 5

What do you like best about the product?
Definitely the fact that I can view an entire session and see how and where users struggle. The ability to get that granular is very helpful. we can see all the events in the session

What do you dislike about the product?
Our users tend to have multiple sessions , so searching to find the right one can be difficult. Generally I find the process of searching for sessions tedious . For example, they don't always have the timestamp I expect them to have.

What problems is the product solving and how is that benefiting you?
We use Glassbox as our digital Experiance Platform for understanding how to better release website and app versions and so that we can tweak our site - in real time per user to give each one there own personal experiance

Verified User in Financial Services
Star Rating: 5

What do you like best about the product?
What I like best is the recorded sessions to see exactly what the customer is seeing. This is especially helpful in identifying bugs/poor user experience which helps us taking our business further

What do you dislike about the product?
I'm not the most trained in Glassbox so this might just be a user issue/need more training. It's not intuitive how to set up reports, funnels, etc. Most of the time I need to copy someone's previous report and learn backwards how to setup. Also for recorded sessions, there are confusing gaps in the customer experience that I don't know if it's due to masking because of personal info, timeouts, etc.

What problems is the product solving and how is that benefiting you?
We are using Glassbox to better look into the areas in our customer joruney where our customers have a poor experiance or where the websites and app have bugs inside them

Nikhil S.
Star Rating: 5

What do you like best about the product?
The user experience the solution provides me with is great . what works for me is that I can share the sessions with my teammates so that we can both work on a single source of truth

What do you dislike about the product?
Better tracking of the journey. Not all pages are mapped in the system and then it becomes challenging to follow after a customer's journey in our website and see exactly what was done

What problems is the product solving and how is that benefiting you?
Closing tickets much quicker and lowering the cost of fixing them as we can see where the errors are instead of spending so much time on reproducing them. the events also show what the issue was - so that great as well

Dheuvi P.
Star Rating: 5

What do you like best about the product?
The main plus I am getting from the glass box is the granularity level of the system's insights. we can jump into a customer's struggle and see what they are experiencing. many times this saves the day!

What do you dislike about the product?
There is a slight issue with the UX and UI contrast of colors which I would be happy if it could be addressed. Nothing major, though, but being in User experience my self - this is what I feel

What problems is the product solving and how is that benefiting you?
Getting insights helps us in developing a better UX and UI in our digital asset like our website. We can make informed decisions on where to place icons and new user features

Verified User in Insurance
Star Rating: 5

What do you like best about the product?
The site is user friendly and I can easily find my way around and am able to perform the tasks I have come for. I mainly use Glassbox for session replay and for seaching session struggles

What do you dislike about the product?
Nothing comes to mind. The site is set up really well. I and perform and accomplish the playback and can findmy way around without. there was good training as well which helped me in getting started

What problems is the product solving and how is that benefiting you?
by looking for the session which customers performed I can understand where there pain points are and what we need to do so that we can fix them and provide them with a better experiance

Verified User in Financial Services
Star Rating: 5

What do you like best about the product?
The visibility to research the technology our clients use so that we can actually see what our customers are seeing. This provides us with the relevant information we require to make the chanegs to our website and have it better serve our customers

What do you dislike about the product?
More extended periods for being able to view interactions. More than 30 days are needed for research purposes. The current time limit we have is insufficient to meet our business requirements

What problems is the product solving and how is that benefiting you?
reducing the operational cost of solving system errors and their impact on our business perfomrnace . we can better see how our site issues could be impacting the pefromance of users

Ankur S.
Star Rating: 4

What do you like best about the product?
Great session replay and user analytics that provides insight from improving UX and Product decisions. See what users actually do instead of what they say to drive more acquisitions, conversions, and engagement on your site.

What do you dislike about the product?
There are some privacy concerns around what information is captured and how securely it can be stored for companies such as ours that may need to capture PII information for customer onboarding flows.

What problems is the product solving and how is that benefiting you?
With a lean team, we needed insight into what our users are doing on our site and where they are dropping off - beyond just looking at bounce rates we needed to understand where to improve the user experience and where their attention was.

Sumeet A.
Star Rating: 5

What do you like best about the product?
Detailed reporting, including the performance reports, shows me the response time of my web pages and the performance of the core web vital metrics and their attachment to revenue

What do you dislike about the product?
The color coding in the reports can be improved currently it is ambiguous in some time so its hard to determine what needs our attention right now and which errors can wait for later

What problems is the product solving and how is that benefiting you?
on-boarding of customers to their policy in their site can take time as customers are not quite sure how to navigate this digital asset ( this is true with seniors as well) with Glassbox you can better understand where people get stuck

Verified User in Telecommunications
Star Rating: 5

What do you like best about the product?
I like the REPORTS tag best of all and it is my most highly used section of the tool. I appreciate how I can build and then automate the reports that I need to monitor. This feature makes my job a lot easier.

What do you dislike about the product?
I use Glassbox mostly to review web sessions in a specific area of our site. Sometimes it is difficult to navigate to the specific date/time a session occurred. I would like to see the search functions improved.

What problems is the product solving and how is that benefiting you?
viewing the web sessions of customers and seeing the trend of customer issues which they have such as errors or too long or not enough time spent in the site. we can see all of this and take the corrective action in our dev ops team

Verified User in Logistics and Supply Chain
Star Rating: 5

What do you like best about the product?
Have only been using Glassbox for a few days now but love how clean the user interface looks. It's easy to navigate. Also love how clicking certain element will automatically set desired filters, very user friendly

What do you dislike about the product?
Again, have been using Glassbox for a couple of days now, but have some issues with the Journey Map and getting meaningful analysis out of them. I woulud like an easier way to zoom in on specific URLs. Searching for them in the search does not seem to do the trick now

What problems is the product solving and how is that benefiting you?
we are able to reduce the frustration levels with our digital customers becasue we can fix any friction points on their joruneys before they turn in real and worthy problems

Parit M.
Star Rating: 5

What do you like best about the product?
The Recording UI and UX is quite intuitive. The Session Replay gives us the option to speed up sessions so that we do not waste any of valuable time on watching the mundane data, but rather we can jump directly to the places of interest for us

What do you dislike about the product?
Integration with Other tools like Qualtrics to GB integrations or Adobe to GB integration. It seems that there could be more value here which we are not getting

What problems is the product solving and how is that benefiting you?
looking into the customer sessions and filtering them based on customer struggles and bugs. we then input this information to our Dev-Ops teams and they can quickly reproduce the issues and have them resovled

Verified User in Government Administration
Star Rating: 5

What do you like best about the product?
I must highlight the exceptional value of the comprehensive dashboard within Glassbox, which serves as an invaluable tool to actively monitor and identify any existing errors that may arise within my conversion funnels. This feature-rich dashboard helps us and provides an intuitive and visually appealing interface that allows me to effortlessly track and analyze error occurrences, offering real-time visibility into any potential issues. With the ability to easily detect and assess errors through this dashboard, I can swiftly take corrective action, fine-tune my funnels, and ensure a seamless user experience. The inclusion of this robust dashboard within Glassbox not only enhances my troubleshooting capabilities but also empowers me to proactively address errors, leading to improved conversions, heightened customer satisfaction, and sustained business success.

What do you dislike about the product?
I find myself strongly inclined to emphasize the importance of displaying a greater amount of error information. It would be highly beneficial if Glassbox could enhance its capabilities in showcasing detailed error messages and providing comprehensive insights into the types and frequencies of errors occurring within my conversion funnels. I can also say that by having access to a broader range of error information, I could gain a deeper understanding of the pain points that users encounter, enabling me to address them more effectively and ultimately improve the overall user experience. The ability to showcase extensive error information would undoubtedly empower me to make more informed decisions and implement targeted optimizations that lead to smoother user journeys, increased conversions, and enhanced customer satisfaction.

What problems is the product solving and how is that benefiting you?
We use Glassbox to see where people are filling in their cliams and what problems and errors they may be having when trying to put them in. we then can go and reduce them

Verified User in Government Administration
Star Rating: 5

What do you like best about the product?
I recently had the opportunity to explore the incredible capabilities of Glassbox's Funnel Studio, and I must say, it has truly revolutionized the way I approach marketing and conversion optimization. Funnel Studio provides an intuitive and comprehensive platform to analyze and fine-tune my conversion funnels. One of the standout features of Funnel Studio is its ability to track and visualize user journeys with remarkable detail. I can easily identify the stages where users drop off or encounter hurdles, allowing me to pinpoint the exact areas that require attention and improvement. This level of granular insight has proven invaluable in optimizing my sales funnels and maximizing conversion rates.

What do you dislike about the product?
I must admit, I've encountered some challenges when it comes to creating reports using Glassbox. The current creation process can be quite arduous and time-consuming, requiring significant effort to generate comprehensive reports. It would be highly beneficial if Glassbox could consider implementing improvements in the creation process, such as streamlining the steps, enhancing the user interface, and providing more intuitive options. By simplifying the report creation experience, businesses like mine could save valuable time and resources while effectively communicating the insights and findings derived from Glassbox's powerful features.

What problems is the product solving and how is that benefiting you?
As a business leveraging Glassbox's Funnel Studio, I am effectively addressing the challenge of optimizing my conversion funnels. With Funnel Studio's advanced capabilities, I can closely monitor and analyze user journeys throughout the sales funnel, pinpointing areas of friction or drop-offs. This invaluable insight allows me to make data-driven decisions to streamline and enhance my funnels, resulting in increased conversion rates and improved overall marketing effectiveness. Funnel Studio empowers me to fine-tune my customer acquisition process, maximize ROI, and drive business growth through optimized conversion funnels.

Verified User in Marketing and Advertising
Star Rating: 5

What do you like best about the product?
Session Replay is an incredibly valuable feature offered by Glassbox that allows me to delve deep into the actions and behaviors of my customers. It provides me with the ability to visually replay their sessions, step-by-step, enabling me to see precisely what they are doing, how they navigate my website or app, and the interactions they have with various elements. This detailed level of insight helps me understand their journey, identify pain points, and uncover opportunities for optimization. By leveraging Session Replay, I can make data-backed decisions to enhance the user experience, boost engagement, and drive conversion rates, ultimately leading to greater customer satisfaction and business success.

What do you dislike about the product?
As I'm still in the process of familiarizing myself with Glassbox, I'm discovering its immense potential in surfacing valuable insights and uncovering hidden opportunities. However, I believe there is room for improvement in terms of making these insights more readily accessible, reducing the time required to sift through the data. By streamlining the user interface and refining the presentation of information, Glassbox could enhance efficiency, enabling businesses like mine to quickly extract actionable insights and capitalize on opportunities with minimal effort. This would significantly contribute to maximizing productivity and leveraging the full potential of the platform.

What problems is the product solving and how is that benefiting you?
As a business utilizing Glassbox, I am addressing the challenge of identifying and resolving discoverability problems. With Glassbox's advanced capabilities, I can closely examine user interactions and behaviors, uncovering any obstacles or hurdles that may hinder their ability to discover crucial features or information. By gaining comprehensive visibility into these discoverability issues, I can make informed decisions to optimize the user experience, streamline navigation, and ensure that users effortlessly find what they're looking for.

Verified User in Financial Services
Star Rating: 5

What do you like best about the product?
One of the aspects that I really appreciate about Glassbox is the ability to access and analyze the user's account details. This feature allows me to effortlessly identify and determine whether the issue at hand is a result of the user's error or a discoverable error within the system. Being able to delve into the account specifics and distinguish between these two types of errors greatly streamlines the troubleshooting process and enables me to provide more accurate and targeted solutions to users.

What do you dislike about the product?
Glassbox doesn't always work consistently, even when the customer is logged in, and this inconsistency can be a bit of a bummer. It would be really awesome if Glassbox could ensure a more reliable and seamless experience across all user sessions, regardless of whether the customer is logged in or not. Having that level of consistency would greatly enhance the overall usability and effectiveness of the tool.

What problems is the product solving and how is that benefiting you?
Glassbox helps me tackle the challenge of understanding and improving customer experience. By leveraging its powerful features, I can gain deep insights into user behavior, detect pain points, and optimize various aspects of my website or app. With session replay and advanced analytics, Glassbox empowers me to make data-driven decisions, enhance user satisfaction, and drive business growth through an enhanced customer experience.

Verified User in Financial Services
Star Rating: 5

What do you like best about the product?
The ability to see what exact element was clicked on in context with what's going on behind the scenes as I watch session replays. It's really helpful for problem-solving

What do you dislike about the product?
Glassbox is a very complex and powerful tool and its UI can be a little overwhelming at times. I'm a digital native, but I'm not a power user. I sometimes wish it would be a little easier to just see the user journeys I care about without getting bogged down in all the other details, or having to hover over each icon in the UI to see a label and find out what it does or if it will be able to help me. You offer a lot of pop-up help in the app and that's useful, but I'd still like to just be less overwhelmed by the experience of using Glassbox

What problems is the product solving and how is that benefiting you?
there have been several business benefits of using Glassbox for us - but the most important one is understanding how a user's experience is impacting their behaviour

Verified User in Tobacco
Star Rating: 5

What do you like best about the product?
The thing about Glassbox which I appreciate the most, is the ability to watch the web and mobile sessions from a user's perspective. this means we can see exactly what the user intended to do in our app and develop a next version to better answer his or her requests in the future

What do you dislike about the product?
what I would be happy to see in the future in the Glassbox tool is that when we are making a funnel, you could easily copy and page segments it would be really helpful. maybe this is something which could be done in the funnel stuido e

What problems is the product solving and how is that benefiting you?
Looking into the intentions of our customers and better getting a grasp on their digital behavior means we can create and introduce new features in our digital assets which would make their life easier.

Alex B.
Star Rating: 5

What do you like best about the product?
Well it’s a heatmap tool. So it instantly shows me which pages are performing well which aren’t how far my users get down the page. Would be great if it showed the % on the download Also seems to be an issue where it doesn’t download all the images from the page when the heatmap is captured so pages don’t always have a 1 to 1 resemblance.

What do you dislike about the product?
I've noticed on some of my heatmaps it's not loaded the images in. It also doesn't show the true load of the page (The cookie policy) so the map is a little misleading.

What problems is the product solving and how is that benefiting you?
We have noticed that the heatmpas are able to show us where our customers are spending their effort and time as they browse our site - we dont always get the true load time of the page which could also be some what misleading

Verified User in Retail
Star Rating: 5

What do you like best about the product?
I love being able to see exactly what the customer is seeing as well. Makes it easy to debug. This then gives us the option to fix the bugs and deliver a better digital experience to our customers

What do you dislike about the product?
Mobile reply sessions are challenging to replay sometimes. this could be an availability issue or maybe because the retention period has expired, on the other hand we do have the crash analytics which is great

What problems is the product solving and how is that benefiting you?
You can tell that the mobile app gives a higher level of engagement to our customers because of Glassbox. The UX and UI we now design and release is far better and give us better exposure

Verified User in Information Technology and Services
Star Rating: 5

What do you like best about the product?
The convenience of watching customer the customer experience being replicated to analyze the issue and save it for future review. this provides us with the infomation we need to solve CX issues

What do you dislike about the product?
Performance! The loading takes a lot of time and some time needs clicking on same link multiple times before I can actually get to a session. This can be somewhat frustrating

What problems is the product solving and how is that benefiting you?
I am using Glassbox today to filter the customer sessions and find the places where we can provide our customers a better experinace in there joruney in our website

kiran v.
Star Rating: 5

What do you like best about the product?
The recorded sessions that give us an insight into the user behavior help to show where our customers are moving between the pages on our site. We can see where they zoom in and out and where there are dead clicks

What do you dislike about the product?
The user interface is tough to comprehend..so a better, more intuitive UI is needed. It can honestly take me some time to understand what to do first in the system

What problems is the product solving and how is that benefiting you?
Minimizing the calls into our contact center as a result of people getting frustrated with the digital experience and calling in the contact center for manual assistance

Verified User in Financial Services
Star Rating: 5

What do you like best about the product?
The UI is good, and I appreciate how fast searches are in finding sessions. this way we can very quickly find and get the answers we are looking for and take actions

What do you dislike about the product?
To be honest - and I am dating my experience and mine alone so far it's worked well for what I need it for - it gives the results on time and generate the spot on insights

What problems is the product solving and how is that benefiting you?
when users enter the system and are looking for an application we can determine the areas in the screen which are not working for them and jointly with our dev ops team find a solution

Jonathan C.
Star Rating: 5

What do you like best about the product?
I appreciate the level of detail provided by GlassBox, with its clearly labeled information and date/time stamp. This allows for easy organization and efficient searching of recordings, making it a valuable tool for monitoring and analyzing user behavior.

What do you dislike about the product?
The scroll button of GlassBox could benefit from some improvements, as well as the Fast Forward feature. Although the x4 and x10 speed options are available, they do not seem to bring a significant difference in terms of functionality and user experience."

What problems is the product solving and how is that benefiting you?
Glassbox is a customer experience analytics tool used to monitor and analyze user behavior on digital platforms such as websites and mobile apps. It allows us to capture and replay user sessions, including mouse movements, clicks, and keystrokes, to gain insights into the user experience and identify areas for improvement. Some common use cases for Glassbox include improving the checkout process, optimizing website navigation, resolving technical issues, and providing real-time support to users.

Verified User in Insurance
Star Rating: 5

What do you like best about the product?
we are usingGlassbox today to better understand the places where our customer are encountering frictions in their mobile app or web site. once we find the issue we can replay the session and solve the problem

What do you dislike about the product?
I would be happy if Glassbox would have some more AI in the system which would do more predictive analytics on the customer journey. what they have today is great - but would be happy for more

What problems is the product solving and how is that benefiting you?
We are monitoring the user sessions and debugging all the problems we have in our website. we can today quickly trouble shoot the problems as we see them and in real-time and pay a better service to our end users

Verified User in Airlines/Aviation
Star Rating: 5

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.

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.

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.

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

Eric L.
Star Rating: 5

What do you like best about the product?
Being able to filter client mobile sessions by rage click and by this finding the sessions which demand our attention. by this we can build a product that provides our customer with a seamless experience

What do you dislike about the product?
I've love to see easier to use templates or reports that look at our data in aggregate and help us find places to improve our user experience. something like a better grouping

What problems is the product solving and how is that benefiting you?
From a product perspective creating a mobile app that gives a seamless experience to our customers - developing the right features and putting them in the right place

Verified User in Gambling & Casinos
Star Rating: 5

What do you like best about the product?
Glassbox navigation and filtering is a user interface feature that provides a transparent, intuitive way for users to navigate and filter through large amounts of data or content. The key benefit of this navigation and filtering is that it allows us users to see all available options at once, instead of forcing them to click through menus or scroll through long lists.

What do you dislike about the product?
By recording user sessions, we can see exactly how users navigate their website or application, where they encounter issues or errors, and how they interact with specific features or content. This data can be used to identify areas for improvement, optimize the user experience, and ultimately increase conversion rates. sometimes this does not work for us which is an issue

What problems is the product solving and how is that benefiting you?
WE use Glassbox for its navigation and filtering which are often customizable, allowing us to tailor our search experience to our specific needs. For example, we can often choose which filters we want to see, or adjust the order in which results are displayed.

Stacy S.
Star Rating: 5

What do you like best about the product?
Manage custom tracking through pages, actions, events, etc. The creation of this custom track also known as funnels and business flows, give us the power to better understand our customer experience

What do you dislike about the product?
creating a custom struggle score for our site - that would be the next best thing we could have

What problems is the product solving and how is that benefiting you?
I have a lot of experience working with various companies in the session-replay analytics space. Due to the team’s dedication/consistency/competency and the platform itself, I was a strong advocate for bringing Glassbox into Charter. It’s a pleasure working with Nick Herbert & Laura Alarcon Kerner.

Deg v.
Star Rating: 5

What do you like best about the product?
Glassbox keeps on in providing us insights into our customers. The observability which is obtained from the Interactions maps and business flows which we tie to revenue

What do you dislike about the product?
The mobile component is a fraction cranky as we need to figure out what we need to see in the out of the box mobile reports and this takes time to understand all the data

What problems is the product solving and how is that benefiting you?
We are today using Glassbox to reduce the error count in our web pages . we also have been reducing the rage clicks and can see where security issues may be happening

D B.
Star Rating: 5

What do you like best about the product?
I really like the playback sessions as they are helpful with my customer interactions. This is because I can tell where site is broken and where my users are having any issues

What do you dislike about the product?
I would like to see a live view instead of a previously recorded online login. There is currently a delay between the live view and the session appearing in the console

What problems is the product solving and how is that benefiting you?
for offering a better insurance purchase experience reducing the number of areas people may encounter and optimizing the website and mobile application to drive engagement

Tamara C.
Star Rating: 5

What do you like best about the product?
The ability to view our client's activity on their Rocket Mortgage account. Doing so assists with my daily functions

What do you dislike about the product?
Make the searches easier. I sometime use Rocket Account ID Web but that does not end up with results. But if I use the client's email results will show up. Not sure where the disconnect is.

What problems is the product solving and how is that benefiting you?
Using Glassbox we can quickly see where our customers are having a poor experience either because the site is not working or because the customer cant find what he is looking for - and we can fix it

Verified User in Food Production
Star Rating: 5

What do you like best about the product?
What I like best is the ability to Identify hidden struggles for our users. we can see issues that are occurring - even when the users themselves cant understand what is going wrong

What do you dislike about the product?
Continue to make the platform easier to navigate. When I enter a URL of a session recording into the navigation and then have to login, I'm taken to my dashboard instead of the recording. Also there isn't a way to get back to the rest of the console when I'm watching a session from a URL I entered. I like to watch a lot of specific sessions that were flagged in comments from Usabilla/GetFeedback.

What problems is the product solving and how is that benefiting you?
We are seeing how users interact with our site so that we provide them with a better experience. it makes our Usabilla feedback more accurate and understandable

Beth S.
Star Rating: 5

What do you like best about the product?
VoC (if we got more responses) or Interaction Maps ha been very helpful for us. It provides us with the insights we need behind our customer's experience. very helpful

What do you dislike about the product?
When I go to Journeys, there's no real starting point. I get a sad, blank page. I'd rather start with a list of our top-trafficked pages through which I could click for a flow. Also the two search bars are confusing on this page. I really don't even know what the first, obvious search bar is for, since it never surfaces a response.

What problems is the product solving and how is that benefiting you?
Figuring out the friction areas of our customers and seeing clearly the reasons behind their experience and how it is driving future behaviors in our website in their day to day

James H.
Star Rating: 5

What do you like best about the product?
I like the recorded sessions element the most. The ability to view recordings which identify errors and struggles and be able to search for specific aspects of that are really useful to identify where users are struggling with a process

What do you dislike about the product?
I have noticed some small issues, one of them was being timed out after sometime, clicking the 'login' button, but the page just gets in a loop where it has to be closed and re-opened again. The amount of sessions in a funnel can also change slightly after a refresh, where it will sometimes decrease slightly when, if anything, it should increase slightly as more sessions are recorded.

What problems is the product solving and how is that benefiting you?
We use Glassbox to locate where our customers are having issues with our website and how it is working for them. we can replay the videos of the session and see how our customer has experienced them

Verified User in Construction
Star Rating: 5

What do you like best about the product?
The fact that you can see exactly how the users interact with your website. gives us the ability to improve our services and provide a better usage of our system to our customers

What do you dislike about the product?
Show data older than 30 days. right now our retention policy does not allow me to extend beyond the 30 day period so there is a lot about the customer sessions which i cant see

What problems is the product solving and how is that benefiting you?
reducing the errors counts on our suite and upping the performance of our core web vitals in terms of system responsiveness we can also check JS errors and long CSS load times and AJAX failures

Verified User in Financial Services
Star Rating: 2

What do you like best about the product?
Ability to watch how users are interacting with the platform. This can help catch things that other datapoints and other product monitoring tools are not capturing.

What do you dislike about the product?
The user interface on the website is not very intuitive, sometimes watching replays is slow, and sharing session replays within the company doesn't always work.

What problems is the product solving and how is that benefiting you?
Identifying exactly what the user experienced in the app/on the platform.

Verified User in Retail
Star Rating: 5

What do you like best about the product?
The glass box interface makes it easy to quickly get to the areas in the application and our customer replays which I need to look into. I also am particularly fond of the funnel studio, where i can create customized queries

What do you dislike about the product?
The simplicity of the app is something that is wanting. I get the fact that there are many capabilities and things you can do with it but making it more easier would go a long way

What problems is the product solving and how is that benefiting you?
getting closer to our customers and having the site working for their needs so that they can find what they are looking for. we have been lowering the dropoff of frustrated customers and are fixing the dead areas in the digital store.

Verified User in Financial Services
Star Rating: 5

What do you like best about the product?
I like the new features and also the carryover from legacy capabilities. The replay feature is the most critical one because it shows us the locations of the customer struggles in the sessions which we can jump to

What do you dislike about the product?
An improvement could be the ability to do monitoring and other capabilities by specific user id. That would be critical so that one can truly understand what a specific customer experienced especially if that customer is being used as a primary example for a use case.

What problems is the product solving and how is that benefiting you?
Monitoring the experience of users and understanding the impact errors have on our user behavior mean we can better prioritize our work and resources so that we don't waste any time

Verified User in Health, Wellness and Fitness
Star Rating: 5

What do you like best about the product?
Glassboxgive us a customer experience analytics platform that allows us to gain insights into how our customers interact with our website or mobile app. One of the key features of Glassbox is its navigation capabilities, which provide powerful tools for us to understand and optimize our customer journey.

What do you dislike about the product?
One of the key features of Glassbox Analytics is its ability to capture and replay customer sessions, allowing us to see exactly how customers interact with their site or app. This level of visibility can help us to identify areas where users struggle or experience friction, enabling them to make targeted improvements to improve the overall user experience. I would be happy if there more analytics

What problems is the product solving and how is that benefiting you?
We use Glassbox to understand how our customers are using our website and where they have problems in completing forms and other issues which they may have, it takes us less time to find issues

Verified User in Consumer Goods
Star Rating: 5

What do you like best about the product?
Glassbox is a powerful tool for businesses and we use it to gain insights into our customer behavior and optimize their digital experiences. Its ability to capture every user interaction on a website or app, including mouse movements, clicks, and keystrokes, allows us to understand user behavior in detail. I addition and identify pain points in their digital experiences.

What do you dislike about the product?
While we use Glassbox as a powerful tool for our businesses to gain insights into customer behavior, there are some areas where its reporting capabilities could be improved. One potential improvement could be to provide more customizable reporting options for us. Currently, Glassbox offers pre-built reports that provide us with those valuable insights into our user behavior, unforuntatle our business has unique reporting needs that require more flexibility in how data is presented and analyzed

What problems is the product solving and how is that benefiting you?
One way to use interaction maps is to identify patterns in user behavior. By analyzing the way our user works on the site - via the map, we can identify the most common paths that users take on their website or app, as well as any dead-ends or areas where they are dropping off. This information can be used to optimize the user experience and improve conversion rates.

Verified User in Government Administration
Star Rating: 5

What do you like best about the product?
The Glassbox User Interface is very powerful and give us the opportunity to quickly navigate through the tool and see where in our customer sessions to we need to pay our attention.

What do you dislike about the product?
The connection between the SESSION and the reports. It has not been clear to me how I we are required to navigate between the reports and the seperate sessions which we need to replay

What problems is the product solving and how is that benefiting you?
providing our customers and users with a good experience in the site so that they can see their service and open cases and take the right action with no human involvement required

Mary Grace C.
Star Rating: 4.5

What do you like best about the product?
From a single constructive system, Glassbox supports teams in prioritising enhancements to the digital product and customer experience. Teams from numerous divisions, such as marketing, compliance, and product oversight, are able to observe the customer journey, identify user difficulty, and maximize every phase.

What do you dislike about the product?
The accuracy of the data presented, the modifications to the application's introduction and overview procedures and the simplicity of the platform itself that sometimes confuse new users

What problems is the product solving and how is that benefiting you?
With fewer tasks, Glassbox delivers you with more real-time data, actionable insights that can be used to optimize the quality of your customer journeys and encourage growth.

Micael G.
Star Rating: 5

What do you like best about the product?
Ability to see the same data a customer saw during their session. This level of detail gives us the ability to understand what our customer is going through - and no pre tagging of the data is required

What do you dislike about the product?
Longer retention times for sessions this is where we have a problem today

What problems is the product solving and how is that benefiting you?
Today we are looking into our customer sessions to see which pages are not working the way they should be in terms of performance and in terms of JS , AJAX errors

Verified User in Consumer Goods
Star Rating: 5

What do you like best about the product?
The heatmaps allow us to compare different views in a side-by-side mode. We can also see the revenue opportunity of dropoff so and where our user is having trouble in obtaining information

What do you dislike about the product?
The historical retention of the data of the sessions and interactions is something that is somewhat of a problem for us. This is because we like to look back into sessions in the past to understand changes in the customer behavior

What problems is the product solving and how is that benefiting you?
we use solve the lead cost and optimization of our campaigns so that we get the right people landing on the right places in our website and they have a sessions which is not powedered with errors and bugs

Verified User in Information Technology and Services
Star Rating: 5

What do you like best about the product?
The traffic flow feature is really well done, especially the ability to add ""dimensions"" and see metrics for a page relatively to its position this helps us on goingly

What do you dislike about the product?
Keeping the same filters (and applications) between tabs would be great, it's really error-prone right now what this means is that we need to create them again which can take time

What problems is the product solving and how is that benefiting you?
Looking into the sessions of our users and customers and checking how the trffic flows thorigh our site to see where our customers are having the pain points and reducing them

Verified User in Retail
Star Rating: 5

What do you like best about the product?
I like the solution because most customers prefer to use online portals for convenience. Being a rep in Office of the President it helps us to resolve cases involving online issues with customers. and the convience on viewing live online seesions

What do you dislike about the product?
We would like to be able to view interactions performed from the customers cellular devices (we don't have the mobile component) Being able to view sessions prior to 4/24/2023

What problems is the product solving and how is that benefiting you?
understanding customer struggles and giving them a better experience while they are on our webstie

Anish S.
Star Rating: 4

What do you like best about the product?
The ability to gain deep insights into user behaviour and preferences & also its enhanced user experience optimisation.

What do you dislike about the product?
Balancing the advantages with user privacy considerations and compliance with relevant data protection regulations is essential. User consent required in keeping the transparency of their actions in glass box

What problems is the product solving and how is that benefiting you?
Primarily Glass box benefits businesses and organisations by providing valuable insights into user behaviour and enhancing digital experience. Some of the benefits which I felt was 1. Real-time monitoring capabilities 2. Faster Issue Resolution

Verified User in Hospitality
Star Rating: 5

What do you like best about the product?
I like the easy-to-view and understand charts. Some solutions give the information in a very complicated way which is hard to digest and share with counter pats in the org. With Glassbox the information is easily digestible

What do you dislike about the product?
Frankly, I cant think of any ways or specific problems at this point. Glassbox does as it promised when first deployed and the work with the business insight team has exposed to many opportunities

What problems is the product solving and how is that benefiting you?
We are using Glassbox to identify issues in the customer's booking journey in our website. We can see the paths they take between point A and point B and better understand if there are any complex stages and bugs

Verified User in Retail
Star Rating: 5

What do you like best about the product?
The glassbox heatmaps are wonderful and give me the opportunity to understand in the most granular manner how and where my customers are interacting on my webpage

What do you dislike about the product?
Propose more sessions to screen - propose a link to AB test that works. to many times we have these issues that these links dont work for us the way they should and take us to the wrong place

What problems is the product solving and how is that benefiting you?
verifying a happy customer joruney interacting with our web site and mobile app and addressing any issue we might have in speed time for the benefit of our customers

Sashe H.
Star Rating: 5

What do you like best about the product?
What I love about Glassbox is that it is so easy to use and work with. it provides us with the visibility we require to get closer to our customers. and we can see where they have problems and solve them

What do you dislike about the product?
There is nothing I can point out which I don't like about this Glassbox solution and software. The product is solid and they have good support as well which is the most important thing today

What problems is the product solving and how is that benefiting you?
Giving our customers a better website which they can then use to interact with the service our company offers them without the need to go to customer service or to call in

Verified User in Retail
Star Rating: 5

What do you like best about the product?
As a designer, Interaction Maps are the tool I like best, especially how I can click on a certain element and then view Session Replays which feature that element being used

What do you dislike about the product?
Overall I've struggled with pages not loading, which is made more frustrating when load times are already long. Also experienced issues with my session expiring after a short period of time and getting stuck in a loop of continuously logging in

What problems is the product solving and how is that benefiting you?
we get a very good understadning of how our customers are using our website and how they interact with us. it gives us the insight we need to design a site which is fitted to our customers needs

Verified User in Insurance
Star Rating: 5

What do you like best about the product?
viewing sessions is one of the great powers of Glassbox. I like using the open filters to get a list of all the sessions I need to view and then further filter them according to the struggle levels

What do you dislike about the product?
navigation between features could be easier for us - there are many of them, but a better ability to move in between the various modules of the application would be helpful

What problems is the product solving and how is that benefiting you?
Jumping directly to the customized struggle sore - we can see if content is being placed wrongly on the page and if the customer has trouble in finding it. once this is highlighted we can fix the case

Verified User in Leisure, Travel & Tourism
Star Rating: 5

What do you like best about the product?
In Glassbox, the feature and, from my perspective, the critical capability would have to be the page analysis dashboard.I find it very easy to have an overview of how pages are performing

What do you dislike about the product?
Page previews and recordings don't always relate to the page which I'm analysing, which makes me believe page grouping is a bit off at times. I understand there is some AI grouping but its bumpy

What problems is the product solving and how is that benefiting you?
We are using Glassbox to help our customers with the booking process and looking into their journey so that we can better identify the friction places in their session where they have a clunky experience

Verified User in Financial Services
Star Rating: 5

What do you like best about the product?
From my point of view and perspective, the ability to navigate in the session replay to the points of frustration such as rage clicks and dead clicks means i don't need to go over the whole session

What do you dislike about the product?
I often have to clear my cache and cookies in order for Glassbox to load properly, and searches don't always show up even when I know a session exists this could be a retention issue

What problems is the product solving and how is that benefiting you?
Reducing the struggles and dead clicks on out webstie and minimizing the struggle score of the pages as a whole . we can now also take care of errors accorording to their $ impact

Verified User in Financial Services
Star Rating: 5

What do you like best about the product?
There it nothing too specific I like about glass box - the solution works very well and I like everything about it. I guess that if I did have to choose the alerting is very strong

What do you dislike about the product?
The one thing I would say is that it would be very helpful if we have a easier sign on with SSO and that the system would not throw us out after not using it for 10 min

What problems is the product solving and how is that benefiting you?
looking at our customer sessions and interactions with our web site - we can see where they are struggling and if the abandon we can tel why and take of the site

Verified User in Package/Freight Delivery
Star Rating: 5

What do you like best about the product?
I like how it enables us to supplement what we see elsewhere in terms of customer experience. In particular, I like the struggle score and the average scroll heat map best.

What do you dislike about the product?
I have attended two trainings - in part because I was hoping they would be different and help me grow in my understanding of the platform and how to use it, but they were the same. Improved and varied training would be great.

What problems is the product solving and how is that benefiting you?
WE can reduce the struggles of our customers and see how interactive are our digital assets with our customers via the Interaction Map . the session replay gives us indication to struggles

Joshua C.
Star Rating: 5

What do you like best about the product?
I am very fond of the powerful filter capabilities which the Glassbox solution has come with. This has proven to be critical to the success of our organization as a whole.

What do you dislike about the product?
It would be great if Glassbox were better able to deal with the screen capture and send via many methods because, currently this is a strong request on our behalf

What problems is the product solving and how is that benefiting you?
We are using the Glassbox software to identify the areas in our website which cause customer frustration and identify the location which need to be fixed to give our customers a better and more engaging journey,

Verified User in Financial Services
Star Rating: 5

What do you like best about the product?
I really like the dashboard customization features. it shows me the infomation i need to see for my business objectives rather than a sea of data which I cant get my arms wrapped around

What do you dislike about the product?
The search field for recorded sessions doesn't seem to work... I have no idea what field it is even searching in? I tried to search by user id and it didn't work. Also it doesn't seem to let you do partial searches.

What problems is the product solving and how is that benefiting you?
Searching for sessions with JS / API error codes and fixing them. looking at the general performance of the system (website) so that it has a good responsiveness

Verified User in Facilities Services
Star Rating: 5

What do you like best about the product?
The journey map of glass box gives us an accurate picture of all our customer sessions in our website and the reason behind their abandonment - so if the are a chunk of sessions which left, we can tell where and why

What do you dislike about the product?
Overall, the interface could be more intuitive. Including an AI-driven Insights tool would be useful. I understand this is something which is being worked on as well

What problems is the product solving and how is that benefiting you?
Reducing the number of customers who leave our website due to a technical issue such as it not loading fast enough or having other problems in their journey, which we can now see

Verified User in Retail
Star Rating: 5

What do you like best about the product?
The heat maps are working very well for me as i can see the ares and zones on the screen where customers are clicking - so we know where to place future feature and items

What do you dislike about the product?
The speed of the glass box can be slow at sometimes, this happens if you make a session query with mutiple parameters - it can take two to five seconds until the system gets back

What problems is the product solving and how is that benefiting you?
For our retail department we can better plan our web site in terms of where we place items on the page so that the site visitors will notice them quickly and not move on

Zoe C.
Star Rating: 5

What do you like best about the product?
The filters in the session replays are so precise so I can really zoom in to focus on particular user behavior. this is very important for me as it saves me the time

What do you dislike about the product?
The UI is clunky; sometimes, the filters don't work, or the page doesn't load properly, so it can be frustrating to use the product. This is the issue I have which I would like improved

What problems is the product solving and how is that benefiting you?
Looking for sessions where our customers where unable to perform there desired actions develop a better user experiance and user interface in our webstie and solve errors

Verified User in Luxury Goods & Jewelry
Star Rating: 5

What do you like best about the product?
I like the Page Journey feature and the functionality to see recorded sessions. The good thing is that we can navigate from the node in the page journey to the specific sessions

What do you dislike about the product?
Ease of use - even when using the page Joruney, there are so many indicators for abandonment and of struggles you need to focus on what you need; otherwise it can be overwhelming

What problems is the product solving and how is that benefiting you?
Moving from the view of all our customer sessions in the augmented journey map and navigating to the actual sessions where there are struggles so such as zoom in and out and screen rotation

Verified User in Telecommunications
Star Rating: 5

What do you like best about the product?
The conversion funnels and reports are by far the best capability of Glassbox. I use the funnels to filter sessions that are of business interest in terms of the user activity and engagement.

What do you dislike about the product?
We have had the case where the session recordings get stuck a lot in the middle of the playback - this could be because of the session length and the possibly the Internet connection

What problems is the product solving and how is that benefiting you?
Increasing the conversion rate of our customers and enabling to perform all the actions they wish to take digitally on the website or mobile app so that there are no issues

Verified User in Financial Services
Star Rating: 5

What do you like best about the product?
Session replay is very easy to use and share with other people in the organization - and from this they can take action and solve issues at the company level. which is proving to be useful

What do you dislike about the product?
search session by Adobe MCID and allow session level raw data feed becuase we would like to intergate this data with other systems as well. for other people in the org to use

What problems is the product solving and how is that benefiting you?
time and time again we are finding that we can use Glassbox to better understand the reasons behind our customers behavior and why they act the way they do and what needs to be done.