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A critical (and great) tool for Product Managers
What do you like best about the product?
The ability to review journeys as customers go through them. Nothing replaces seeing your product in the hands of real customers to learn what can be improved and optimized.
What do you dislike about the product?
The navigation to find recordings for a specific page could be more straightforward. The filtering functionality is not very clear. That being said it is fine once you get used to it
What problems is the product solving and how is that benefiting you?
We are reducing the overall development time and errors in our site and optimizing our customer's experience and satisfaction levels when they are doing business with us.
Recommendations to others considering the product:
Get this into your day to day work in order to understand how your customer interact with your product
Excellent Experience
What do you like best about the product?
I really like the utility of the tool, as well as the knowledge acquired with it to work more efficiently with the data I need.
What do you dislike about the product?
The only thing I don't like is that it comes only in English, it would be very good if it were multilingual as it would help to understand it completely, but that is not an obstacle.
What problems is the product solving and how is that benefiting you?
Very many, since in my company we handle a lot of user data and we can better analyze the improvements we can have with the platforms that the clients use.
Tracking the pain points
What do you like best about the product?
I love the fact that I have the ability to to track the pain points in my customer' sessions. This way, we can quickly fix the burning issues with 100% confidence.
What do you dislike about the product?
Nothing much - the solution works as expected and is providing us with great value. I am really happy with it
What problems is the product solving and how is that benefiting you?
Seeing and fixing the struggle and pain points of our customers throughout their session
increasing customer experience and business performance as well of course.
increasing customer experience and business performance as well of course.
Recommendations to others considering the product:
Work with the business insights team to create tailored reports.
Giving our customers a great experience
What do you like best about the product?
There are several parts of the tools which are great for us—being able to view the sessions with all their details and the events which occurred in them—the ability to search these sessions according to the events or simple text search. The Journey map shows us the reasons behind our customers leaving and with the attributed revenue. In this we way can understand the priority in which we need to take care of issues based on how it is impacting the current revenue and the potential revenue, which is really powerful. Finally, the fact that we are not required to tag any of the elements in order to be able to search for them or to have them analyzed. This saves time and overhead not only in the creation of reports but also in the system surfaces issues we weren't aware of in the first place.
What do you dislike about the product?
It would be good if our reports looked a bit better and sometimes it takes a little to long for the data to be populated,
What problems is the product solving and how is that benefiting you?
Detecting errors in our site and fixing them quickly. Giving our customers a better experience and increasing our website revenue
Recommendations to others considering the product:
This tool is a good fit and can be used by many people in the company. I suggest involving as many people as possible in the implementation and on boarding.
Top-Notch
What do you like best about the product?
Regarding the solution itself - as mentioned above, the recording functionality is top-notch. I am a product manager and I depend greatly on customer feedback when developing new functionality or maintaining the current design. The challenge is that many times its hard to understand why exactly a customer gave us a low score / feedback or understand what they are referring to in the feedback. With Glassbox I simply search for the sessions with the low feedback and replay them. This way, we can understand where the issue is (and fix it - as many times its a product issue) and in addition guide our contact center to get back to the customer with a resolution in hand. This also is a source of insight (using the interaction maps) to see how users are engaging with the new capabilities developed. Finally, the Ad -hoc funnels allow me to search anything and create retroactive customer reports - with no pre tagging of events required!
What do you dislike about the product?
The filtering can be a little complicated, especially when seeking a general URL that has an account number in it. Replacing account numbers with wild cards doesn't always seem to work. But I understand this is to be fixed in next version
What problems is the product solving and how is that benefiting you?
Better product design for driving customer engagement, lowering resolution time of errors.
Easy to implement and use
What do you like best about the product?
Putting aside the ease of implantation, which goes a long way, I was delighted with the Augmented Journey Map, which shows with great detail the different types of journeys our users are taking, where they are abandoning these journeys and why. Glassbox has some sort of ML/AI built-in which can highlight and correlate our customer behavior with their experience so we can easily understand where we need to focus in our website (be it a technical issue or a customer simply not being able to find what they are looking for). This helps us save time in terms of deciding which sessions we playback and analyze to determine the root cause of issues, as the system has already pointed this out before us. In this way we know where to focus first based on the business impact.
What do you dislike about the product?
Some of the reports - mainly the custom reports can take a long time to generate. This doesn't happen in the our of the box reports but mainly in the custom-made ones. This is also impacted by the date ranges which we put in (sometimes over a month!) - but in any case I would be happy if it took less time than it is currently.
What problems is the product solving and how is that benefiting you?
Identifying issues in our site and understanding their impact. Increasing our customer expeeriance.
Well Organized
What do you like best about the product?
The Interaction map is a feature we use a great deal of and of course, the session replay which shows not only the sessions but we can also quickly jump to areas of friction in the session. The struggle core and the experience score are very strong metrics by which we search for sessions - so we operate on the ones where our customer had a poor experience. The journey map helps us home in on those sessions we should be looking at based on the revenue loss and attributed revenue. The solution is very well organized and pulls sessions as we need and I love the way I can easily navigate thoroughly.
What do you dislike about the product?
I really can't see anything to improve at this current stage. It simply works as it should and provides us with the value and business objectives we are after.
What problems is the product solving and how is that benefiting you?
Improving the operational efficiency of our devops team by identifying what to take care of and its importance - early in the game. Improved team collaboration across departments. increasing our customer engagement
Knowing what to develop next.
What do you like best about the product?
The Journey map, which shows the journeys users take on our mobile app is very powerful as it highlights for us the part of our product with which our users interact the most. this provides a source of information to our product team for evaluating the development of new product capabilities based on what will drive the highest engagement and experience.
What do you dislike about the product?
I would like a better way to easily select what data I would like not to be captured for privacy reasons, the current solution works but I would happy if it were easier to select these parts - I understand this is coming out in next version (yay) but in any case this is nothing to critical - it works
What problems is the product solving and how is that benefiting you?
Better understanding product development priorities which drive engagement.
Fixing site issues according to their impact on revenue and improving marketing campaigns
Fixing site issues according to their impact on revenue and improving marketing campaigns
Great Customer Support!
What do you like best about the product?
I love the session replay and the Interaction maps. the fact that I can easily identify user issues, including their frustration and struggle points and quickly reproduce them
What do you dislike about the product?
Please create a better search function for the session replay - finding sessions by IP, for instance, would be compelling and helpful for us. That being said, I This is a very pwoerfull too and very beneficial including the support and the direction where this product is going!
What problems is the product solving and how is that benefiting you?
We are seeing where our customers are spending their time, we can now go ahead and reduce the struggle and friction points in their journey, and providing them with a better user experience .
Precise and shows us what our users are doing
What do you like best about the product?
Of course it has to be the funnel studio. The session replay is precise and shows us what our users did and with the funnel studio we can simply drag events from the session and based on that create an ad-hoc funnel which works retroactively and tells us of customers that following the same sting of events. This really quantifies the impact of sessions with struggles and frustration points so that we can tell how quickly and how important it is that we take care of the matter before it turns into something big.
What do you dislike about the product?
It would be good if we were able to search sessions based on the IP address. Sometimes our site have issues which are specific to a Geo Location or an IP address. being able to search session based on a IP address or zone (not Geo location which we have) which could be specific to a certain area or proxy setting would be very helpful for us (I was told that this is coming our in next version - so hoping will get this soon) other than nothing to complain about (that is the only reason I am giving a 9 star and not 10)
What problems is the product solving and how is that benefiting you?
Reducing the number of errors in our site and the time is takes to find and fix them
improving our customer experience and engagement.
improving our customer experience and engagement.
Recommendations to others considering the product:
Work with the vendor consulting team. They have great insights on how to use the system in the best way which was suited to our business and provided us with information which would have taken us a long time to understand on our own (though now we are much more self-sufficient)
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