Glassbox

Score8.4 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

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

Conversion tracking
Enables users to set up and customize conversion funnels to track site visitors' journeys and determine areas that see the most visitor drop-off.
Category average: 9.6
Goal tracking
Enables users to set up key website/mobile performance metrics on their landing pages and track them.
Category average: 8.9
Session Recording and Replay
Session recording and replay features allow users to analyze visitor behavior on one particular webpage.
Category average: 9.6

#1 most frequent

Finance and Insurance

28.2%

68 installations of 241

#2 most frequent

Professional, Scientific, and Technical Services

14.5%

35 installations of 241

#3 most frequent

Information

9.1%

22 installations of 241

Luigi saracino

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

Acharya Bhoomica

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

Karina Lopez

DevOps in Engineering at Discover (10,001+ employees employees)

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

Avi Bigelman

QA Manager in Quality Assurance at ONE ZERO (201-500 employees employees)

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

Praveen Ojha

Production Assurance & Support in Customer Service at Citi (10,001+ employees employees)

Use Cases and Deployment Scope

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.

Pros

Recreating Customer Experiences:
Identifying Errors
Providing Detailed Insights

Cons

Onboarding of new users
better help on the site

Return on Investment

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

Glassbox

What is Glassbox?

Categories & Use Cases

Key Features

Top Performing Features

Mobile Application

Click analytics

Funnel Analysis

Areas for Improvement

Conversion tracking

Goal tracking

Session Recording and Replay

Most Frequent Users

Finance and Insurance

Professional, Scientific, and Technical Services

Information

Reviews

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Return on Investment

Usability

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Usability

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Alternatives Considered

Use Cases and Deployment Scope

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Usability

Alternatives Considered

Use Cases and Deployment Scope

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