User Reviews Overview
About Glassbox
Designed for businesses in insurance, travel, telecommunications, retail and other industries, Glassbox is a cloud-based solution that helps streamline web analytics via session replay, customer journey mapping, heatmaps and...
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- Industry: Insurance
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Observe and analyze
Pros
I like the ability to observe and analyze the internal workings of my application . its very beneficial in debugging , optimising performance and understanding the user interactions . Also very useful in viewing the understanding user experience and see the users actual interaction with the application and flow through the different pages and end to end flow in the user session for analsyis and troubleshooting .
Cons
I have felt from my usage of glassbox , the below improvements will provide a better experience and helpful in troubleshooting and debugging . A better Dashboard which provide more overview of the user experience and teh errors they would have seen while accessing teh application and the response times and user experience which they have when they use the application . Also a better error analysis page with more features which provide more recording sessions of users which have seen 500 /600 errors or specific application errors . Also better performance whicle accessing teh recordings .
- Industry: Financial Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Understanding what our customers do
Pros
Before Glassbox we had a very hard time understanding what the user actually did, and in Glassbox it's so easy to track his actions and see exactly the flow and the steps he took
Cons
I'm not familiar with the system in a good level, and maybe that is the problem - it sometimes seems too complicated if you're not familiar with all the (amazing) features.
- Industry: Telecommunications
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Better transactions with our customers
Pros
I like the way Glassbox gives me the number and percentage of successful and unsuccessful transactions found in our systems in details. the numbers help us prioritize the important scope of our site to be optimized, improved and correct. It suggests well which part of our site is needing improvements and fixing so that there will be more site visit and transactions with our customers.
Cons
I think Glassbox could improve by having more options to customize reporting views and elements for funnel creation. Technically, the elements should be customizable in my access so that I can perform my analyses better. With better funneling, I could perform better and faster creation of my reports to my superiors. This insights will help us better or sites and operation. But, so far, the funnel creation really helps, I just hope there are better options to custom depending on the criteria we needed.
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- Industry: Financial Services
- Company size: 201–500 Employees
- Used Weekly for 2+ years
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Review Source
Very straightforward
Pros
A
I appreciate Glassbox for its straightforward user interface. It's exceptionally simple, making it accessible even to users who are not familiar with it, as they can easily understand what to do.
Furthermore, the session recording feature in Glassbox has exceeded my expectations. While I've previously worked with other third-party vendors for session recording, Glassbox stands out by providing exactly what we need, and its handling of background requests is exceptional.
Cons
I believe it would enhance the user experience if Glassbox introduced a dark mode, considering that the current UI is quite bright and predominantly white. Additionally, within the session recording feature, there appear to be some spam or irrelevant requests that could potentially be muted or filtered. Lastly, there seems to be an issue with deep linking, as when I receive a link to a specific tab in Glassbox and click it without prior login, it redirects me to the login page. After successfully logging in, instead of taking me directly to the tab from the link, it directs me to the main page.
- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
detailed and organized
Pros
I really love the fact that things are very detailed and organized so I can search and find what I need quickly. the display is very nice and modern. I also love the ability to search with different criteria to be more specific.
Cons
Love using your platform! Just a heads up, making the interface more user-friendly, keeping data super private, and adding cool analytics would make it even better. Also, if it could handle more stuff at once, show real-time stats, and customer support was quicker, that'd be awesome!
- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Great Tool!
Pros
The ability to be able to directly fix any issues from a users perspective as opposed to guessing where drop offs are. I also like the filtering options to be able to directly gauge conversion/any issues from a specific scenario
Cons
The interface is sometimes quite confusing, as there is a lot of hoops to jump through to get desired data. Some of the terminology is not abundantly clear to people who are coming to it fresh with no experience, and I'd like the option for more live demonstration to help me decipher what information I need an fthe best way to get it
- Industry: Retail
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
smooth and intuitive
Pros
I have to say that I like the fact the user experience is smooth and intuitive. it really makes things easy for understanding how our customers are navigating through our site
Cons
Some of the filter and search functions are a little opaque. They could be more user friendly
- Industry: Telecommunications
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Very easy to use
i would like to learn all feature of glassbox as it will be for sure helpful to get more insight of users and help us sanitize app even better.
Pros
ease of getting the user seasons with all API request and response included is very useful for triaging issues.
Cons
More training videos and material on how to filter out sessions and saving them to create reports as per users needs .
- Industry: Airlines/Aviation
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Very easy to use
Pros
the steps and actions that users go through are clearly stated on the side, which saves me time by going directly to the reported steps for review
Cons
Images are not captured properly sometimes in the recording, which could be confusing if that was an user's problem or a glassbox's problem. It'd be better to have this fixed so that I won't be distracted by these minors bugs :)
- Industry: Financial Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Very deep insights
Pros
The most powerful capability in Glassbox is the ability to view our customer sessions. the replay is very detailed with insights regarding their experience, which allows us to take action
Cons
We have experienced issues with performance and the time it takes us to recreate screens which is not trivial.
- Industry: Financial Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Love the Augmented Journey Map
Pros
I like seeing the heatmap data and the augmented journey maps the best. I like that you can extract data into a spreadsheet and that the data Glassbox provides adds to my data analysis from Adobe Analytics it doesn't just replicate it. Flows are easier to use here.
Cons
I think there is a great opportunity for you to improve by providing a a quick and easy way to download and share the interaction maps as Jpgs. I can't be the only one that uses these in presentations. Being able to similar but not identical webpage interaction maps side by side would also be great.
- Industry: Telecommunications
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Good for driving CX
Pros
The most positive quality of Glassbox is it's fully integrated session replay to analytics. This gives us the insights we need to perfect our customer journey in the website
Cons
The reports are too basic, and we need to configure them so that they provide us with the details we require
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Mobile Engagement
Very good - I am happy we have this solution in our tech stack, we can make the right business decisions based on data. The Glassbox team itself has been very helpful
Pros
The best capability of Glassbox is the level of data that the system captures on the user journey. From this wealth of data Glassbox is able to analyze the friction points in our app and point me as a product owner to where I should be focusing my time. it simply works and we can trust its insights
Cons
It took us some time to configure the reports we wanted to our liking. there are some features in Glassbox which i feel could look better - but we can trust the data so that is the most important thing
- Industry: Retail
- Company size: 10,000+ Employees
- Used Weekly for 2+ years
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Review Source
understand the struggles
I have had a very positive experience working with the Glassbox team, there support knows us and takes care of issues that arise
Pros
interaction maps to better understand the struggles met by visitors and analyzing their session through session recordings
Cons
Implementing easily custom dimension: I'd like to look for specific struggles met (like dead clicks on a certain button). Also, the visualization of behavior is hard to get at first sight (Contentsquare makes it look easier).
- Industry: Financial Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Accurate View
Pros
The ability to be able to get an accurate view of our customers journeys and interaction with page elements.
Cons
Ideally being able to conduct A/B testing directly on Glassbox without the need for third party plugins
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
very convenient for our product team
the team supporting us have been great in addressing any issue which occurs. Very happy working with the Glassbox team
Pros
The convenience of watching customer the customer experience being replicated to analyze the issue and save it for future review
Cons
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
- Industry: Insurance
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Get closer to our users
Pros
The ability to get closer to the actual user experience than any other reporting/analytics/feedback tools.
Cons
I'm a relatively new user, and many elements of the interface don't seem to be intuitive. It's a bit overwhelming. but this may may be an issue of training
- Industry: Health, Wellness & Fitness
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
Session Recordings
Pros
The session recordings are very helpful and assist us in understanding the friction points of our customers
Cons
It would be good if Glassbox were able to improve its heat maps so that they looked more useable
- Industry: Insurance
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Graphical representation
Pros
The Graphical representation has been useful for us to understand those areas of friction for our customers
Cons
Once date filter range is set - we see performance issue in loading the page
- Industry: Financial Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
watching customer sessions
Pros
i like the option of watching customer sessions, it provides me a lot of info. i would like it to show more logs
Cons
i think you are great. somtimes i feel like the search area or the filter section is not so friendly
- Industry: Financial Services
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Very powerful for mobile experience
The Glassbox team is very supportive of our requirements. Glassbox itself has turned into a mission-critical solution in our org
Pros
The ability to see what our clients are doing/interacting with in our mobile experience and our browser experrience
Cons
I think the latest updates are great...not sure where to improve at the moment
- Industry: Insurance
- Company size: 5,001–10,000 Employees
- Used Weekly for 2+ years
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Review Source
The site is very friendly to the end user
The team have been very supportive in terms of getting to know the solution and onboarding
Pros
The site is user friendly and I can easily find my way inside of application and am able to perform the tasks I have come for. I mainly use Glassbox for session replay and for seaching session struggles
Cons
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
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Application which simply works
On an overall basis I have had a very positive exp with Glassbox - great team support and understanding of our objectives
Pros
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
Cons
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
- Industry: Hospitality
- Company size: 10,000+ Employees
- Used Weekly for 2+ years
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Review Source
Getting the picture on what is occurring
Glassbox is helping us in our non-ending efforts to strive and appease our customers and users. using glassbox we are able to give our customers a better experience in our site and drive a higher engaged and loyalty to our brand in the long run
Pros
The visibility into what is happening on our website. so that issues like bounce rate can be improved the roundtrip of customers across the mobile app can also be better understood.
Cons
in the main search of sessions in the session replay, i can search for sessions in the main page based on attributes that have been created and cant filter by them.
- Industry: Construction
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Building a better site
Pros
The fact that we can see where our customers are spending their time and where they are struggling. This lets us make a better experience for them so that they keep on returning
Cons
the retention of the session in the storage is limited to thirty days and we cant see information and replay sessions beyond that time period
