#1 most frequent
United States of America
53.8%129 installations of 240
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
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
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
8.8%21 installations of 240
#3 most frequent
Germany
5.4%13 installations of 240
Great tool - and they are adding new features all the time
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
Built in VOC which is adds a great deal of value
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
Unmatched Customer Experience Analysis
Use Cases and Deployment Scope
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.
Return on Investment
- Glassbox is instrumental in helping us reduce abandonment rates on our site and app, since we are able to monitor and analyze user interactions in real-time, and fix issues as they arise. It's a proactive approach to enhancing customer experience, and it has definitely led our business to a significant reduction in our abandonment rates, especially at critical points in the customer journey such as checkout and final purchase.
Usability
Alternatives Considered
Datadog
Great for single tenant requirements
Use Cases and Deployment Scope
As an FSI, security and risk are a priority for us. First of all, Glassbox provides an environment that meets our stringent security needs by being the only platform to guarantee dedicated, Single Tenant storage. This isolated environment also helps us meet data privacy and regulatory compliance requirements. Risk mitigation is a benefit as well – we leverage Glassbox’s real-time monitoring capabilities to detect suspicious activity or potential security breaches live. This enables us to respond quickly and take immediate measures to protect our customers’ sensitive data at all times.
Pros
- Security risk management (with real-time monitoring that enables us to detect fraud or data breaches instantly)
- Provides a secure, isolated, single-tenant environment for our data, eliminating any risk of cross-tenant breaches
Cons
- It's a pretty powerful platform, and my sense is that most users don't utilize it to its fullest potential. Glassbox could help by offering a more comprehensive onboarding program (maybe even customized training sessions or live workshops tailored to the needs and use cases of FSIs)
Return on Investment
- Glassbox insights have helped us develop and implement proactive risk management strategies. Not only are we experiencing a reduction in fraud incidents (thanks to updated security measures, educating customers about fraud tactics, and improving the accuracy of our fraud detection efforts), but we are also seeing a notable increase in customer trust in our services. Glassbox helps us protect our customers and enhance the reliability of our online banking platform.
Usability
Alternatives Considered
Contentsquare
Real-time Data Export and Analysis
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
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