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Watching Replays
What do you like best about the product?
I use it mostly for watching replays. I like that it segments the user journey into events that I can navigate to find what I am looking for faster.
What do you dislike about the product?
I would like to see some more investment in customer facing events
What problems is the product solving and how is that benefiting you?
I am watching user journeys based on feedback from our stores and software users. Helps me understand what the users intentions were.
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Very intutative
What do you like best about the product?
I like how everything seems to be interconnected such as going from a session to funnel and then taking that back to the interaction map very intuitive
What do you dislike about the product?
The payload of the sessions has details which are not always used
What problems is the product solving and how is that benefiting you?
Mostly looking for user struggles and abandoment rate, but will need to look at product performance and other metrics in order to determine struggles
Great for defect Triaging
What do you like best about the product?
The best Thing I like is, what user has seen on screen and what action user has taken these helps to understand any reported issue to be understood properly with Glassbox's help.Any defect triaging for rare cases or once only creatable use case can be observed through glassbox and not just UI but other data like which API call are failed and like wise other details around the issue can also be observed from it.
What do you dislike about the product?
Currently can only look back for last 30days records, it would be good to look bit more far in the history as sometimes have to refer for old sessions and we end up in a situation where old session are cleared. Have observed some of the sessions where though user has seen expected experience in Glassbox it shows it as having some white overlay which makes it hard to understand what exact user has seen, if that can be looked at would be much appreciative of.
What problems is the product solving and how is that benefiting you?
Reducing the number of fraud attacks, and serving our our customers a better experience
Great for detecting fraud
What do you like best about the product?
finding out what the fraudsters are clicking on and how long they are on a page for.
What do you dislike about the product?
System can have spikes where queries take a longer time. Good support team
What problems is the product solving and how is that benefiting you?
financial crime investigations and determining criminal activity via account takeover
Relatively Easy
What do you like best about the product?
It's relatively easy to find the info you're looking for and it has great support for our mobile SDK
What do you dislike about the product?
The speed - some time it takes too long to get the results
What problems is the product solving and how is that benefiting you?
The ability to see where our customers are struggling with our website
Opportunity Research
What do you like best about the product?
I love to have the opportunity to research and able to see what happened on the online session in order to provide a solution to any customer concerns. Also I love that when I am on a call and the customer is having issues with something in the online banking I can go and see what exactly is happened so I can guide them better
What do you dislike about the product?
Would prefer if there were a longer retention for our business needs and more dynamic filtering in the mobile box
What problems is the product solving and how is that benefiting you?
Any type of issues such as issues with setup auto pays, statements, how to setup a bank to bank transfer. Glassbox allow me to see the real issue of the customer complaint or concerns and with that I am able to start my research in order to provide an option or solution to our customers
Company analytics
What do you like best about the product?
What I have to date be finding very powerful is the fact that we have unlimited API calls captured and that we are able to analyze them
What do you dislike about the product?
There is a rather harsh learning curve which you need to go through in order to get value from Glassbox
What problems is the product solving and how is that benefiting you?
WE are analyzing the usages of our company site by our customers and reducing tie it takes to solves service cases
Great way to see user movements
What do you like best about the product?
opportunity to capture user movements to better understand friction and identify fraud
What do you dislike about the product?
recording links often don't load (can't be found) so an easier way to look up recordings
What problems is the product solving and how is that benefiting you?
Looking for places of friction and places where accounts might be taken over
Great Interaction Maps
What do you like best about the product?
interaction maps - i like being able to see different engagements and ab test variations per page
What do you dislike about the product?
Would good to make easier page grouping we have many sites and this takes time
What problems is the product solving and how is that benefiting you?
with glassbox we are able to gain deeper insight into our customer journeys, the interactions and behaviors they are exhibiting via session reply, as well as deeper insight into errors and site performance
Session Recordings
What do you like best about the product?
Great place to see the session recordings of our users and see how well they can operate our site and app
What do you dislike about the product?
The retention of sessions can be an issue some times we find that the sessions no longer exsist.
What problems is the product solving and how is that benefiting you?
Ensuring that our new features are appearing correctly and that customers are interacting with them the way it was intended
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