Glassbox

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

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

Contentsquare

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.

• 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.

Contentsquare

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.

• 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.

Datadog

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.

• 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.

Contentsquare

I've been using Glassbox to recreate the experiences our customers have on [...]'s digital site, and it's been incredibly helpful. With Glassbox, I can see exactly what our users are going through, which helps me spot errors and identify points of their frustration. This means I can fix issues before they become major problems. What I really appreciate about Glassbox is the level of detail it provides. By traking and analyzing user interactions, I can understand where things might be going wrong and take action quickly. This not only improves the overall user experience but also helps us provide better support to our customers.

• Increased our online registration
• Reduced call deflection our call center by 20%