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A perfect tool for identifying friction points
What do you like best about the product?
The heatmaps (or click maps) are powerful and help us identify what users focus on, what elements they are clicking and what needs to be improved UX/UI-wise to deliver a perfect experience to our users. We can also connect abandemnoet rate to specific events in the journey which saves time and allows us to improve the overall flow of the website.
What do you dislike about the product?
The are many attributes and reports and at the beginning, it can be overwhelming but after a while operating the system becomes smooth and we can easily set up everything in the main dashboard.
What problems is the product solving and how is that benefiting you?
Identifying where users struggle and which events have more effect on our revenue. We can look at a journey and gain insights into different pages and connect poor performance to abandonment conversion rate.
Recommendations to others considering the product:
Use the Glassbox business insights team to better understand the system capabilities and learn how to set up dashboards and different metrics independently
Complements our CX stack perfectly with valuable insights
What do you like best about the product?
I love the recording session and the filters to find recordings. Very valuable insights. We can filter and save the sessions with important events and use them at any time to analyze users behavior.
What do you dislike about the product?
At first, it takes time for new users to navigate the tool but Glassbox provides training and weekly tips that make it easier to find the data we are looking for. O can also set up a favorites view for quicker access.
What problems is the product solving and how is that benefiting you?
Detecting errors and friction points in the website flow. With Glassbox, I don't waste time on detection - with a click of a button I go into the relevant sessions and see what happened to the user and quickly address and fix any struggles that affected the experience.
Recommendations to others considering the product:
The tagless capture and session replay abilities aren't the only thing that differentiates Glassbox from other tools - the amount of data is enormous and valuable. When testing the system, focus on the data that affects your revenue to fully understand what Glassbox can do.
Comer focused tool with powerful abilities
What do you like best about the product?
The user-friendly interface. Very easy to navigate through the dashboards and modify data visibility based on your business goals and objectives. The Glassbox team is professional and always ready to help
What do you dislike about the product?
Some capabilities take time to master but there's a great learning environment specially designed by Glassbox for customers who want to self-learn and dive deeper into the tool abilities by themselves.
What problems is the product solving and how is that benefiting you?
Our challenges include increasing conversion rates, gaining insights into traffic sources, and engaging with various audiences. Glassbox delivered a solution that allowed us to compare the journeys of our customers and test user interface changes to increase engagement and conversion.
Recommendations to others considering the product:
Test the different abilities and share the insights with internal teams - it can benefit all data-driven departments and improve processes
Helps optimize business flow and provide better experience to our users
What do you like best about the product?
The business flows allow me to track journeys that are most significant to our business and optimize the website flow to increase the conversion rate. A very powerful tool that is used daily.
What do you dislike about the product?
The reports set up and building the flows can take some time but the Glassbox team is always available and very helpful. Once the reports are set up, it's easy to track data and even configure some of the flows independently.
What problems is the product solving and how is that benefiting you?
Insights into the most important flows and how to improve the overall interface of our website to make sure our users find what they need quickly and easily with minimal friction points
Recommendations to others considering the product:
Present use cases and come with clear objectives - can save time and allow the Glassbox team to show you the full capabilities of the platform
Helps to easily identify problematic areas on our website
What do you like best about the product?
The struggle score calculation helps to easily identify problematic areas on our website and provides recommendations based on the data and our business goal. Also, the tool shows revenue potential during the user's journey
What do you dislike about the product?
Some elements of the platform are small and sometimes hard to find but overall the interface is easy to learn and navigate through - also can be modified to show just the elements you care about
What problems is the product solving and how is that benefiting you?
We now have all the data as well as actionable insights - this is an enormous change. Going from not knowing why users abandon to seeing the entire user interaction in real-time.
Recommendations to others considering the product:
Test the interface and learn how to modify it to better see the metrics that are important to your business
Data-driven tool that provides us with a 360 view of our users
What do you like best about the product?
The tool provides us with deep insights into what our users are doing on our website and what drives their behavior. We can make decisions based on 100% data and improve our CX to drive more revenue.
What do you dislike about the product?
Nothing much - the tool is excellent. I would say that there are a lot of things the tool can do and it takes time to master every feature but once you get used to the different functions it's easy to use
What problems is the product solving and how is that benefiting you?
We wanted to have visibility into users behavior and the effect of changes in the UI and products on our revenue. We now can link events to conversion rate and abandonment and improve our overall website flow.
Recommendations to others considering the product:
Check the interactions maps and business flows capabilities - very powerful
Powerful CX tool - Great for journey optimization
What do you like best about the product?
The ability to track my user journeys to determine where optimizations are needed. Easy to use and very intuitive dashboard that presents real-time data and helps me focus on key steps on the user's journey
What do you dislike about the product?
There's a learning curve and a lot of data but the Glassbox team is always ready to help and set up reports for us which is a huge help considering the amount of data captured
What problems is the product solving and how is that benefiting you?
We needed a tool that can show us why users are abandoning the session, not just where. Also, the ability the understand experience in the context of a full journey and just single pages allows us to understand user behavior better.
Recommendations to others considering the product:
Present the Glassbox team all of your use cases so they can show you what the tool can do, also include more departments in your company during implantation and encourage collaboration. Saves time and helps improve internal processes
Allows us to troubleshoot and dive into any client related issues
What do you like best about the product?
The overall concept of the product. This allows us to troubleshoot and dive into any client-related issues without needing to go off assumptions. It also provides recommendation how to make the user journey better
What do you dislike about the product?
Sometimes the sessions are long but we can filter and see only the sessions with the highest struggle score so it's not something that prevents us from going into root cause analysis
What problems is the product solving and how is that benefiting you?
We needed a tool that can troubleshoot and provide real-time alerts so we won't have to waste time looking for what happened on specific journeys. Saves a lot of time and provides us with insights we didn't get from our existing tools
Recommendations to others considering the product:
Learn everything related to product testing and engagement - it's relevant to a lot of initiatives and Glassbox can help improve the go-to-market strategies
Great tool for insights and visibility
What do you like best about the product?
The ability to watch sessions in real-time and know immediately what happened to users that made them abandon the website. We quickly find the friction point, validate it and fix it. Saves a huge amount of time for our customer support center as well as our IT department.
What do you dislike about the product?
It takes time for other departments to get used to the tool - there is a learning curve but after seeing the improvement on AHT and how efficient everything is now, it's worth it
What problems is the product solving and how is that benefiting you?
Visibility issues and time spent on detecting issues. Having one source of data for all of our digital properties and seeing what the user did in multiple ways like the journey map and session replay has been a game-changer
Recommendations to others considering the product:
Explain your KPI's to the Glassbox team so they can show you more business benefits of using the tool
Amazing at identifying both technical and engagement issues
What do you like best about the product?
The ability to look up specific customer issues and understand the user's experience in the context of an entire journey is powerful and has been a game-changer for us in terms of our relationship with our customers.
What do you dislike about the product?
The tool captures a lot of data - it's a given due to the number of sessions we have. It's great to have the Glassbox team available and ready to help filter and set up everything
What problems is the product solving and how is that benefiting you?
Identifying friction points that are not only related to technical aspects of the website and seeing the entire user's journey and not just one page has given us insights into users' behavior. We now have a full view of what's working on our website and what requires improvement.
Recommendations to others considering the product:
Learn how to set up dashboard view and reports during implantation - this will save time when the tool will start capturing data and enable easy access to what you care about most
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