TrustRadius Insights for Glassbox are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Ease of Access and Integration: Users have consistently praised the product for its seamless integration with their websites and other tools, making it incredibly convenient for their internal users. They found the process of integrating the product to be straightforward and hassle-free.
Seamless Navigation: Many reviewers have commended the product for its intuitive navigation system, allowing them to effortlessly navigate between sessions, review details, and easily make notes for resolution. The user-friendly interface ensures a smooth experience when accessing different sections within the product.
Customization Possibilities: Numerous customers have expressed their satisfaction with the extensive customization options provided by the product. They appreciate being able to tailor their data sorting and filtering according to their specific needs. This flexibility helps them gain insights that are relevant to their business goals.
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Glassbox Reviews
4 Reviews
Engineering
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Our company uses Glassbox primarily for customer experience analysis. We track every user interaction on our site, from clicks and scrolls to form submissions and page navigation (and more). Glassbox features like Interaction Maps, real-time monitoring, and alerts, allow us to detect and address issues as they surface. With Session Replay, we watch recordings of user sessions to see exactly what our customers are experiencing on our site, where they are getting stuck or frustrated, and why they are leaving our site. Glassbox’s data analysis provides really valuable, actionable insights into customer behavior and experience, allowing us to continuously make improvements to our website and mobile app and keep our customers coming back.
Pros
Enables businesses to immediately detect and resolve issues, through real-time monitoring and alerts.
Reduces abandonment rates by identifying the point of friction and making suggestions for how to resolve it.
Provides visual tools that show a user's clicks, scrolls, and hovers, offering loads of insight into customer behavior.
Cons
Glassbox offers some really powerful features whose interface can feel a bit advanced/overwhelming to the new user. More intuitive documentation and tutorials might make it easier for users to really take advantage of the platform's capabilities to their fullest.
Likelihood to Recommend
Glassbox is really helpful in taking the focus beyond technical issues to really understanding where our users are experiencing difficulties on our site and app. For example, we recently had an issue with our mobile app – our users were having an issue with the product search function. We used heatmaps and session replays to discover the root of the problem and understand why a good portion of our customers were abandoning their searches (due to long load times). With these insights, we decided to optimize the search algorithm to reduce load times and released an update with this improvement. We monitored user interactions following the update and compared data from before and after. The post-update data showed a nearly 30% decrease in search-related abandonment. Without Glassbox it would have taken a very long time to diagnose the search functionality issue.
Glassbox is pivotal in our Org. We use it regularly to determine the areas of where our customers are encountering issues that are preventing them in completing their tasks. This has lowered our time to resolve issues and we can share the experience of our customers with our DevOps as proof - so that there is no dispute
Pros
Replays customer sessions
Enables session summary with AI
Cons
Long loading time of the application
Showing new events
Likelihood to Recommend
A new page which we created was not driving the traffic we predicted. With Glassbox we saw the reasons why and could prove that it was not working in a few specific cases. These issues were then fixed and we could once again see how the engagement levels with the new page were going up (and they still are)
Being able to have all data in real time and without the need to tag it. We can see both the technical and experience struggles and address the most crucial tasks quickly before it affects out revenue
Pros
Sessions
Alertings
Integrations
Cons
Maybe if there was some way of smoothing the playback to long waits are reduced, but then slows down automatically wen something is happening.
Likelihood to Recommend
Seeing all website events and prioritize it based on what has the most affect on conversion and experience. Also, the out of the box integrations are invaluable as we work with a lot of other tools and need the Glassbox data to be easily shared and sent to other departments
We use Glassbox across our entire organization in order to better support our customers as they are navigating our website. Glassbox is used to quickly and accurately identify sessions where our customers are struggling and to point out the reasons behind these struggles so that we can quickly go ahead and fix the issue on the site.
Pros
Showing struggles area easily.
Checking if struggles were caused by a browser error.
Giving our customers a better experience when navigating our site.
Cons
The recordings can sometimes be misleading in my opinion,
It's hard to tell what really happened sometimes.
The user seems to jump around very quickly and we can't see what action caused this.
Likelihood to Recommend
When we develop and release a new version of the website or when we add new functionality like new pages and features we can quickly understand how our customers are experiencing these issues from their side and we can see if the features support all kinds of browsers and mobile devices.
