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Very Satisfied Customer
What do you like best about the product?
Glassbox is very easy to use for session replay. The activity tree provides fantastic details that take you right to what the customer was doing. I am able to analyze the customer journey which helps me add the right details to defects I open. Also, when I train new users, they are able to learn how to use the replay functionality fairly quickly and easily. Adding new users is also very easy to manage.
I also like the funnel creation took from within a session. Even if I do not save the funnel, I can get a quick count of page hits or button clicks.
I also like the funnel creation took from within a session. Even if I do not save the funnel, I can get a quick count of page hits or button clicks.
What do you dislike about the product?
Some of the preliminary set up is quite complex. I do not come from an IT background and I would not have been able to do the set up work on my own. Luckily, I partner with 2 strong IT professionals and they did the heavy lifting of initial set up. After 2 years I am finally understanding how to define my own attributes and create pages.
What problems is the product solving and how is that benefiting you?
We are solving customer complaints about technical problems using our website. We review their sessions for any unexpected errors or blockers. Then we do impact analysis to see just how many other people might be affected by the same issue. Then a defect is opened and assigned to the right product team for fixing. We also using reports do triage issues in a proactive manner and again, open a defect to resolve.
Our IT partners use Glassbox for application monitoring and alerting. It is also used by our performance teams to track site pertformance.
Our IT partners use Glassbox for application monitoring and alerting. It is also used by our performance teams to track site pertformance.
Recommendations to others considering the product:
Take your time to understand all of the information that Glassbox can provide. Even after 2 years of using this product every single day, we are only using about 50% of the functionality that Glassbox offers.
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An excellent analytics Tool for IT enterprise digital community
What do you like best about the product?
It is simple to integrate with web and mobile applications.Captures entire customer journey within the application as recorded session which could later be replayed to get insights into customer struggles and applications behaviour.It has the provision to pull simple to critical reports like funnel and jouney maps etc.It also have the capability to set monitors on the realtime applications and receive alert notifications. Over all it is a good tool for both development, production support and business community to take quick actions based on the vital information provided by this tool. The powerhouse behind this tools is robust and can be easily scaled based on the network traffic.
What do you dislike about the product?
To my knowledge the product is evolving based on customer needs,so not much to say here
What problems is the product solving and how is that benefiting you?
It is helping to identify the customer struggles in the live enviroment. It is helping business community to take right decisions and build future roadmaps.
If I had to chose only one analytic tool for my product, it would be Glassbox without hesitation
What do you like best about the product?
Easy! Easy to use and to install! Fast benefits after implementation. It is also super useful for devs as we can easily create reports about an issue and share it with devs. They can thus have access to real sessions to replay and investigate the issue in addition to all required analytics about the issue (e.g. browsers and OS impacted, users location, error messages, console errors, etc...). Once the issue fixed, the same report can be used to validate the fix in real-time.
What do you dislike about the product?
Like all behavioral analytic tool, results often need interpretation because of false positive possibility.
What problems is the product solving and how is that benefiting you?
Pretty much any UX issues! Can be bad error messages, unresponsive buttons, fields not understood, forms not filed correctly or even console error! Any issue impacting the User Experience can be quickly found, shared and solved.
Amazing customer service
What do you like best about the product?
I really appreciate my weekly Business insights meetings, where I partner with Glassbox on the various initiatives we want to implement.Those meetings have allowed us to implement data analytics on: booking performance, error monitoring, customer experience and much more.
What do you dislike about the product?
Certain features could be a little more user friendly
What problems is the product solving and how is that benefiting you?
Track online issues and Major incidents, prioritize new features and enhancements, track booking trends and customer behaviour....
Recommendations to others considering the product:
Amazing customer service! Great platform to monitor application performance, track customer behavior and booking trends.
Very valuable tool and great team at Glassbox
What do you like best about the product?
Ability for customization and tailoring of data elements
What do you dislike about the product?
Can be a bit of a learning curve to get up to speed
What problems is the product solving and how is that benefiting you?
Monitoring of user sessions to identify problem areas with critical flows across our digital channels
Great platform and service!
What do you like best about the product?
The robust analytical tools and detailed reporting
What do you dislike about the product?
I wish it had more granularity regarding tracking user behaviour and struggle
What problems is the product solving and how is that benefiting you?
finding tech issues with the app and user experience based problems
Recommendations to others considering the product:
I would assign an official data analyst and UX person to work out of glass box because the tools are very robust. It can be difficult getting up to speed with this platform if you already have to work out of so many others. Have dedicated people will assure you are getting the value you need in the time you need it.
It has been of great help to me to perform data analysis in a simple way
What do you like best about the product?
It has a fairly simple interface to handle and use, the fact that it is not necessary to be an expert in data analysis and interpretation to be able to use this application is quite useful to me, especially to determine what the behavior of my clients within my website and in that way to be able to generate strategies on how to improve their browsing experience, the fact that their customer service responds in a fairly fast and effective way to any type of problem that arises during their use It is quite useful when having to quickly solve any problem that arises
What do you dislike about the product?
None being frank, the only thing I could recommend is the fact that they enable the option to generate reports in a greater number of formats to have greater ease of access to information.
What problems is the product solving and how is that benefiting you?
It has been of great help to me to perform data analysis in a simple, easy and fast way but above all with a fairly objective, precise and reliable source that allows me to make decisions about what strategies or functions I should use to achieve offer to my customers the best possible browsing experience within my online store in such a way that their experience is positive and encourages the purchase of products through my portal.
Easy to manage
What do you like best about the product?
it has an ergonomic and user-friendly interface, allows obtaining recent and mostly accurate data.
What do you dislike about the product?
in very specific scenarios it does not capture the required information as is the case of the SP application
What problems is the product solving and how is that benefiting you?
I have found several bugs which have been fixed and have improved the user experience.
Recommendations to others considering the product:
You should try glass box , it is a great analytics tool that would help improve your projects.
Taking a look into the digital customer journey...
What do you like best about the product?
The different funnels and reports that we can set up into Glassbox helps a lot to take more informed decisions in customer behalf. Also the session replay is really helpful to understand the customer pain points.
What do you dislike about the product?
I dislike that sessions expires quickly, should have a longer period of time before they expire. Also that the funnels at least don't capture all the sessions, there is always a margin, but it is understandable. So in general the tool is really awesome.
What problems is the product solving and how is that benefiting you?
Our team is using Glassbox to find issues or opportunities of improvements in our commerce flows, at the same time we quantify and prioritize issues depending in the amount of session weekly experiencing the issue. We also review the impact and conversion ratio of the different initiatives that we relase to production, it helps to see any pain point as well as any improvement opportunity.
Recommendations to others considering the product:
We love the toot, it puts you into the customer's shoes showing you the journey and pain points.
The app is a bit complex and doesn't always work for me (can't view the sessions)
What do you like best about the product?
The fact that I can see how users use my app (when it works).
What do you dislike about the product?
Slow performance. Also, a lot of the sessions I tried to view did not open / load for me.
What problems is the product solving and how is that benefiting you?
It allows me to see how users interact with the interfaces I design.
Recommendations to others considering the product:
Just try it. It does help designers to see their products in action.
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