TrustRadius: an HG Insights company

Glassbox

Score8.1 out of 10

65 Reviews and Ratings

What is Glassbox?

Glassbox helps organizations make their customer’s digital experience intuitive and safe. It does this by capturing activity on mobile apps and websites and visualizing a holistic journey map. Using embedded AI Glassbox points to where CX is being compromised, the reasons behind it, and their potential value and empowers users to take action in real-time.

Categories & Use Cases

Glassbox Key Features

Learn about the best (and worst!) features Glassbox has to offer, as determined by TrustRadius' reviewers.
Based on 65 ratings of Glassbox's features
View all Glassbox features

Top Performing Features

  • Mobile Application

    A dedicated app for iOS and/or Android.

    Category average: 9.4

  • Click analytics

    Click analytics reports display how many clicks certain page elements receive and provides visitor engagement insights.

    Category average: 9.4

  • Funnel Analysis

    Maps and analyzes the steps taken by visitors towards a conversion point on a website or app.

    Category average: 9.1

Areas for Improvement

  • Session Recording and Replay

    Session recording and replay features allow users to analyze visitor behavior on one particular webpage.

    Category average: 9.6

  • Mobile App Analytics

    Analytics based on real-time user mobile access.

    Category average: 8.7

  • Scroll maps

    Scroll maps display how far down the page users scroll.

    Category average: 9.2

Who Buys & Uses Glassbox

Glassbox Reviews

What users are saying about Glassbox.
View all Glassbox reviews

Great tool - and they are adding new features all the time

Luigi saracino
Global Digital Analytics Product Owner in Product Management at Nespresso (10,001+ employees)

Use Cases and Deployment Scope

We use Glassbox to understand where and why our customers are leaving our site due to experience issues or technical ones. The AI features that Glassbox has makes it very easy for us to quickly access the data and get insights on where we need to focus. our site now is more solid and customer facing

Pros

  • Captures all the data of the session - far more than what our previous solution (Contentsquare) was able to provide
  • The continuous evolution and new features/enhancement. The product is living

Cons

  • Having more information at the user level would be very helpful - for returning users.

Return on Investment

  • Reducing the abandonment on our site
  • Better connection between our customers and our brand

Usability

Alternatives Considered

Contentsquare

Real-time Data Export and Analysis

Verified User
Director in Professional Services (5001-10,000 employees)

Use Cases and Deployment Scope

I'm an FSI digital analyst, and for our company one of Glassbox's most valuable features is the ability to export all interaction data in real-time and cross-analyze that data with other customer data sets that we have. This gives us a comprehensive view of our customers' experiences across multiple digital channels, and helps us address issues like customer abandonment, engagement levels, and overall digital experience optimization.

Pros

  • Real-time data export – Glassbox provides immediate access to a vast amount of data and enables us to cross-reference and analyze it alongside other customer data.
  • Data integration – Glassbox integrates easily with our existing data systems, giving us a holistic picture and making it easy to incorporate its insights into our broader strategy.

Cons

  • Data filtering and customization options would be really helpful in coping with the huge amount of detail Glassbox generates. It would also make it easier to focus on the most relevant data points and tailor exports to our specific analysis needs.

Return on Investment

  • Glassbox’s real-time data export feature, and particularly its ability to cross-analyze customer interactions with other data sources, have been instrumental for us in developing digital strategies that are based on real-time insights. The platform enables us to quickly identify and address customer struggles and make data-driven decisions for improvement that directly impact our customer satisfaction and retention rates, as well as our overall revenue.

Usability

Alternatives Considered

Fullstory

Enhance CX With Silent Feedback Insights

Verified User
Manager in Product Management (5001-10,000 employees)

Use Cases and Deployment Scope

We rely on Glassbox's VoS feature to gain a deeper understanding of customer behavior, across the board. With VoS we can analyze all user behavior and interactions, including the customers who don’t share. In other words, we get a really holistic picture of customer sentiments, and use that feedback to prioritize issues based on their impact, and make data-driven decisions. VoS has helped us enhance the customer digital experience across our banking platform, where the ability to address silent feedback is key for maintaining customer satisfaction and loyalty.

Pros

  • Contextual feedback - VoS offers context to the feedback we receive by linking user behavior with their feedback.
  • Proactive problem-solving with VoS, which can detect patterns in user behavior that may indicate struggles, even before customers report them.

Cons

  • I think the training process has room for improvement. The platform has so many features, which makes the onboarding a bit overwhelming, so you need proper training. Users could benefit from more comprehensive training resources to become proficient more quickly.

Return on Investment

  • Glassbox enables us to address hidden issues that could have otherwise led to customer dissatisfaction. Also, by prioritizing and resolving the most significant silent feedback, we're able to enhance the stability and usability of our platform, and increase our customer retention.

Usability

Alternatives Considered

Contentsquare

Actionable Insights and In-Depth Analysis

Verified User
Manager in Product Management (5001-10,000 employees)

Use Cases and Deployment Scope

Glassbox provides our FSI company with insights that not only help us understand the full context of user behavior but also enable us to make informed, strategic decisions to constantly improve our customer experience. Mostly, we use the platform to identify the friction points our customers encounter in our portal. Before we had Glassbox, they went almost entirely unnoticed, because we could never really pinpoint the root of the problem. With the vast data we now have at our fingertips, and the many tools and features the platform offers, we can identify issues in real-time, prioritize improvements that will have the most impact, and really succeed in developing a more intuitive product for our customers.

Pros

  • Deep behavioral analysis - Glassbox captures every customer interaction and analyzes user behavior across all of your applications.
  • The platform translates vast amounts of user data into clear, actionable recommendations that you can implement in real-time.
  • Real-time monitoring that enables you to instantly detect and respond to issues as they surface, and before they escalate.

Cons

  • While it's a very intuitive platform, some of the more advanced analytics tools can be complex and require time to master fully. In my experience training is really necessary for these features.

Return on Investment

  • Glassbox's insights have been very instrumental in our digital product enhancements. The ability to identify and address user struggles almost instantly has directly impacted our customer satisfaction and retention scores, which not only supports our business goals but also enables us to deliver true value to our customers.

Usability

Built in VOC which is adds a great deal of value

Acharya Bhoomica
CX Owner in Customer Service at Blue Shield California (5001-10,000 employees)

Use Cases and Deployment Scope

Glassbox's VoS feature has basically transformed the way our company handles customer feedback. It allows us to address feedback based on its significance, irregardless of context. VoS amplifies the voice of customers who don't actively share feedback with us, giving us an accurate sense of customer sentiment and experience representing our entire customer base. Before integrating Glassbox, we were making decisions informed by a skewed perception of customer preferences. This is because we were only hearing a minority of our customers' voices. Glassbox gives us comprehensive feedback - we see the whole picture, and we can avoid making misguided strategic decisions.

Pros

  • Reveals hidden customer sentiments
  • Offers feedback analysis that enhances customer intelligence and helps businesses make informed, data-driven decisions

Cons

  • Glassbox's VoS feature has great potential, but user training and support could be enhanced in order to allow users to fully leverage its capabilities. To use it effectively, you really need to have access to solid VoS training and support.

Return on Investment

  • Glassbox has really taken us to the next level in terms of customer sentiment analysis and informed decision-making. We're capturing 100% of customer sessions, and with Glassbox we're able to address hidden issues and make decisions that enhance the experience of our entire customer base, as opposed to just a select few. Our strategic decisions are now based on accurate, comprehensive data, and we're seeing the fruits of this. Our customers are more engaged (and more loyal), our conversion rates are climbing, and our business is growing.

Usability

Alternatives Considered

Contentsquare

Glassbox Alternatives

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