Glassbox Erfahrungen

Observe and analyze

Vorteile:

I like the ability to observe and analyze the internal workings of my application . its very beneficial in debugging , optimising performance and understanding the user interactions . Also very useful in viewing the understanding user experience and see the users actual interaction with the application and flow through the different pages and end to end flow in the user session for analsyis and troubleshooting .

Nachteile:

I have felt from my usage of glassbox , the below improvements will provide a better experience and helpful in troubleshooting and debugging . A better Dashboard which provide more overview of the user experience and teh errors they would have seen while accessing teh application and the response times and user experience which they have when they use the application . Also a better error analysis page with more features which provide more recording sessions of users which have seen 500 /600 errors or specific application errors . Also better performance whicle accessing teh recordings .

Very straightforward

Vorteile:

A I appreciate Glassbox for its straightforward user interface. It's exceptionally simple, making it accessible even to users who are not familiar with it, as they can easily understand what to do. Furthermore, the session recording feature in Glassbox has exceeded my expectations. While I've previously worked with other third-party vendors for session recording, Glassbox stands out by providing exactly what we need, and its handling of background requests is exceptional.

Nachteile:

I believe it would enhance the user experience if Glassbox introduced a dark mode, considering that the current UI is quite bright and predominantly white. Additionally, within the session recording feature, there appear to be some spam or irrelevant requests that could potentially be muted or filtered. Lastly, there seems to be an issue with deep linking, as when I receive a link to a specific tab in Glassbox and click it without prior login, it redirects me to the login page. After successfully logging in, instead of taking me directly to the tab from the link, it directs me to the main page.

Good for driving CX

Vorteile:

The most positive quality of Glassbox is it's fully integrated session replay to analytics. This gives us the insights we need to perfect our customer journey in the website

Nachteile:

The reports are too basic, and we need to configure them so that they provide us with the details we require

Great Tool!

Vorteile:

The ability to be able to directly fix any issues from a users perspective as opposed to guessing where drop offs are. I also like the filtering options to be able to directly gauge conversion/any issues from a specific scenario

Nachteile:

The interface is sometimes quite confusing, as there is a lot of hoops to jump through to get desired data. Some of the terminology is not abundantly clear to people who are coming to it fresh with no experience, and I'd like the option for more live demonstration to help me decipher what information I need an fthe best way to get it

Understanding what our customers do

Vorteile:

Before Glassbox we had a very hard time understanding what the user actually did, and in Glassbox it's so easy to track his actions and see exactly the flow and the steps he took

Nachteile:

I'm not familiar with the system in a good level, and maybe that is the problem - it sometimes seems too complicated if you're not familiar with all the (amazing) features.

detailed and organized

Vorteile:

I really love the fact that things are very detailed and organized so I can search and find what I need quickly. the display is very nice and modern. I also love the ability to search with different criteria to be more specific.

Nachteile:

Love using your platform! Just a heads up, making the interface more user-friendly, keeping data super private, and adding cool analytics would make it even better. Also, if it could handle more stuff at once, show real-time stats, and customer support was quicker, that'd be awesome!

Very easy to use

Vorteile:

the steps and actions that users go through are clearly stated on the side, which saves me time by going directly to the reported steps for review

Nachteile:

Images are not captured properly sometimes in the recording, which could be confusing if that was an user's problem or a glassbox's problem. It'd be better to have this fixed so that I won't be distracted by these minors bugs :)

Very deep insights

Vorteile:

The most powerful capability in Glassbox is the ability to view our customer sessions. the replay is very detailed with insights regarding their experience, which allows us to take action

Nachteile:

We have experienced issues with performance and the time it takes us to recreate screens which is not trivial.

Very easy to use

Kommentare: i would like to learn all feature of glassbox as it will be for sure helpful to get more insight of users and help us sanitize app even better.

Vorteile:

ease of getting the user seasons with all API request and response included is very useful for triaging issues.

Nachteile:

More training videos and material on how to filter out sessions and saving them to create reports as per users needs .

smooth and intuitive

Vorteile:

I have to say that I like the fact the user experience is smooth and intuitive. it really makes things easy for understanding how our customers are navigating through our site

Nachteile:

Some of the filter and search functions are a little opaque. They could be more user friendly

Mobile Engagement

Kommentare: Very good - I am happy we have this solution in our tech stack, we can make the right business decisions based on data. The Glassbox team itself has been very helpful

Vorteile:

The best capability of Glassbox is the level of data that the system captures on the user journey. From this wealth of data Glassbox is able to analyze the friction points in our app and point me as a product owner to where I should be focusing my time. it simply works and we can trust its insights

Nachteile:

It took us some time to configure the reports we wanted to our liking. there are some features in Glassbox which i feel could look better - but we can trust the data so that is the most important thing

Better transactions with our customers

Vorteile:

I like the way Glassbox gives me the number and percentage of successful and unsuccessful transactions found in our systems in details. the numbers help us prioritize the important scope of our site to be optimized, improved and correct. It suggests well which part of our site is needing improvements and fixing so that there will be more site visit and transactions with our customers.

Nachteile:

I think Glassbox could improve by having more options to customize reporting views and elements for funnel creation. Technically, the elements should be customizable in my access so that I can perform my analyses better. With better funneling, I could perform better and faster creation of my reports to my superiors. This insights will help us better or sites and operation. But, so far, the funnel creation really helps, I just hope there are better options to custom depending on the criteria we needed.

understand the struggles

Kommentare: I have had a very positive experience working with the Glassbox team, there support knows us and takes care of issues that arise

Vorteile:

interaction maps to better understand the struggles met by visitors and analyzing their session through session recordings

Nachteile:

Implementing easily custom dimension: I'd like to look for specific struggles met (like dead clicks on a certain button). Also, the visualization of behavior is hard to get at first sight (Contentsquare makes it look easier).

Love the Augmented Journey Map

Vorteile:

I like seeing the heatmap data and the augmented journey maps the best. I like that you can extract data into a spreadsheet and that the data Glassbox provides adds to my data analysis from Adobe Analytics it doesn't just replicate it. Flows are easier to use here.

Nachteile:

I think there is a great opportunity for you to improve by providing a a quick and easy way to download and share the interaction maps as Jpgs. I can't be the only one that uses these in presentations. Being able to similar but not identical webpage interaction maps side by side would also be great.

Application which simply works

Kommentare: On an overall basis I have had a very positive exp with Glassbox - great team support and understanding of our objectives

Vorteile:

The visibility to research the technology our clients use so that we can actually see what our customers are seeing. This provides us with the relevant information we require to make the chanegs to our website and have it better serve our customers

Nachteile:

More extended periods for being able to view interactions. More than 30 days are needed for research purposes. The current time limit we have is insufficient to meet our business requirements

Empowers our business

Kommentare: It is a pleasure working hand-in-hand with the Glassbox team

Vorteile:

i love that I can see sessions and figure out where are users are struggling on our website. I like the reports and the support that i get when i have questions.

Nachteile:

i love that I can see sessions and figure out where are users are struggling on our website. I like the reports and the support that i get when i have questions.

very convenient for our product team

Kommentare: the team supporting us have been great in addressing any issue which occurs. Very happy working with the Glassbox team

Vorteile:

The convenience of watching customer the customer experience being replicated to analyze the issue and save it for future review

Nachteile:

Performance! The loading takes a lot of time and some time needs clicking on same link multiple times before I can actually get to a session

Building a better site

Vorteile:

The fact that we can see where our customers are spending their time and where they are struggling. This lets us make a better experience for them so that they keep on returning

Nachteile:

the retention of the session in the storage is limited to thirty days and we cant see information and replay sessions beyond that time period

The site of actual session recording

Vorteile:

Glassbox's best feature is the actual session recording which we use a lot to identify users' behavior, how they are interacting with the site, what are the struggles users are facing, etc.

Nachteile:

Having the capability for the new attributes or actions to be retro-active.

Get closer to our users

Vorteile:

The ability to get closer to the actual user experience than any other reporting/analytics/feedback tools.

Nachteile:

I'm a relatively new user, and many elements of the interface don't seem to be intuitive. It's a bit overwhelming. but this may may be an issue of training

Powerful Journey Insights

Kommentare: Very powerful solution which gives us answers on our customers experience

Vorteile:

The Glassbox page journey insights and the generic map which help up to understand the process of our customers

Nachteile:

more use case examples as part of onboarding and training would be helpful for us company

Extremely easy to work with

Kommentare: The support team is great and we get value from using the product and understanding how our customer are engaging with our offerings and where we can improve our site

Vorteile:

The power of Glassbox is that it is extremely easy to use and work with

Nachteile:

It would be good if they made the tool more intuitive.

Ability to locate data

Kommentare: I have to say we are very pleased with the ROI Glassbox has provides us, and helping us provide our customers with a better service

Vorteile:

We can today easily locate data, and reference IPs for research. In addition to this we can review interactions through IP access

Nachteile:

The main issue we have is an issue of understanding. We sometimes get the message that multiple IPs are accessing data at the same time - and we are not sure what this means

watching customer sessions

Vorteile:

i like the option of watching customer sessions, it provides me a lot of info. i would like it to show more logs

Nachteile:

i think you are great. somtimes i feel like the search area or the filter section is not so friendly

Accurate View

Vorteile:

The ability to be able to get an accurate view of our customers journeys and interaction with page elements.

Nachteile:

Ideally being able to conduct A/B testing directly on Glassbox without the need for third party plugins