Glassbox Reviews and Ratings

Rating: 8.6 out of 10

Score

8.6 out of 10

Community insights

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.

Reviews

46 Reviews

Actionable Insights and In-Depth Analysis

Rating: 10 out of 10

Incentivized

September 20, 2024

Use Cases and Deployment Scope

Glassbox provides our FSI company with insights that not only help us understand the full context of user behavior but also enable us to make informed, strategic decisions to constantly improve our customer experience. Mostly, we use the platform to identify the friction points our customers encounter in our portal. Before we had Glassbox, they went almost entirely unnoticed, because we could never really pinpoint the root of the problem. With the vast data we now have at our fingertips, and the many tools and features the platform offers, we can identify issues in real-time, prioritize improvements that will have the most impact, and really succeed in developing a more intuitive product for our customers.

Pros

Deep behavioral analysis - Glassbox captures every customer interaction and analyzes user behavior across all of your applications.
The platform translates vast amounts of user data into clear, actionable recommendations that you can implement in real-time.
Real-time monitoring that enables you to instantly detect and respond to issues as they surface, and before they escalate.

Cons

While it's a very intuitive platform, some of the more advanced analytics tools can be complex and require time to master fully. In my experience training is really necessary for these features.

Likelihood to Recommend

Verified User

Manager in Product Management (5001-10,000 employees)

Vetted Review

4 years of experience

Real-time Data Export and Analysis

Rating: 10 out of 10

Incentivized

September 20, 2024

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.

Likelihood to Recommend

I’ve found that Glassbox is particularly well-suited during marketing campaigns, because you can export and analyze data in real-time, track the campaign’s effectiveness, and gain immediate insight into how customers are interacting with your website. With these insights, we’re able to tweak campaigns on the fly to increase engagement and conversion rates. Similarly, since Glassbox allows us to monitor customer interactions in real-time, we gain immediate feedback on how our users are engaging with a new digital feature on our platform, for example. We can then quickly identify any usability issues or friction points, make adjustments in real-time to improve the user experience, and maximize the success of the new feature.

Verified User

Director in Professional Services (5001-10,000 employees)

Vetted Review

3 years of experience

Great tool - and they are adding new features all the time

Rating: 10 out of 10

Incentivized

September 20, 2024

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.

Likelihood to Recommend

The main place where Glassbox fits like a glove are the checkout bottlenecks, dead clicks reductions, errors and struggles that occur the most

Luigi saracino

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

Vetted Review

5 years of experience

Enhance CX With Silent Feedback Insights

Rating: 9 out of 10

Incentivized

September 15, 2024

Use Cases and Deployment Scope

We rely on Glassbox's VoS feature to gain a deeper understanding of customer behavior, across the board. With VoS we can analyze all user behavior and interactions, including the customers who don’t share. In other words, we get a really holistic picture of customer sentiments, and use that feedback to prioritize issues based on their impact, and make data-driven decisions. VoS has helped us enhance the customer digital experience across our banking platform, where the ability to address silent feedback is key for maintaining customer satisfaction and loyalty.

Pros

Contextual feedback - VoS offers context to the feedback we receive by linking user behavior with their feedback.
Proactive problem-solving with VoS, which can detect patterns in user behavior that may indicate struggles, even before customers report them.

Cons

I think the training process has room for improvement. The platform has so many features, which makes the onboarding a bit overwhelming, so you need proper training. Users could benefit from more comprehensive training resources to become proficient more quickly.

Likelihood to Recommend

Glassbox’s VoS feature is really handy in discovering and understanding the unspoken frustrations and struggles of your users. For example, when we introduced a new booking feature on our travel platform, the initial customer feedback seemed positive. But by implementing VoS we discovered that a significant number of users were struggling with the final booking confirmation step. They didn’t report their frustrations, but VoS highlighted a pattern of users abandoning the process at that same point. In response, we refined the booking interface to streamline the confirmation process, and enhanced the overall customer experience.

Verified User

Manager in Product Management (5001-10,000 employees)

Vetted Review

2 years of experience

Glassbox is great for our security needs

Rating: 10 out of 10

Incentivized

August 26, 2024

Use Cases and Deployment Scope

As the only platform to offer Single Tenant storage, Glassbox not only meets our company’s rigorous security standards but also enables us to adhere to compliance and data privacy requirements. In addition, its real-time analytics and anomaly detection identify unusual patterns in customer behavior that might indicate fraud. It flags unusual activity for immediate review, allowing us to act quickly to keep our customers safe.

Pros

Dedicated, single-tenant storage that ensures complete isolation and eliminates data breach concerns entirely.
Proactive fraud identification and mitigation (by flagging unusual activity and alerting the client in real-time).
Generating detailed audit trails and compliance reports that help businesses meet regulatory requirements.

Cons

The platform is incredible, but my guess is most users don't even come close to maximizing its capabilities. The training is somewhat daunting, and I think it hinders users from really getting to know the platform's full potential. The challenge is to develop creative ways to train and get users comfortable with as many features and functions as possible, without overwhelming them. Maybe customizing training so users first and foremost get acquainted with the features that are most relevant for their work.

Likelihood to Recommend

We noticed a drop in engagement on our online banking portal, specifically with our investment management tools. Customers were abandoning ship before completing actions like adjusting their portfolios or setting up new investment accounts. We turned to Glassbox with our concerns regarding potential loss of business, and began using real-time journey analysis to pinpoint exactly where customers were dropping off. Whether it was slow load times or confusion while navigating, we were able to understand the cause and make targeted improvements to our portal. As a result we saw an increase in completed transactions.

Verified User

Analyst in Product Management (10,001+ employees)

Vetted Review

4 years of experience

Built in VOC which is adds a great deal of value

Rating: 10 out of 10

Incentivized

August 15, 2024

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.

Likelihood to Recommend

We noticed that users were dropping off before completing registration for our mobile app. We used Glassbox to gain insight into customer onboarding and try to identify the painpoint. With Session Replay, we observed customer interactions step by step and discovered many were getting stuck at the identity verification stage, which requires users to upload a specific photo size and format. This step was frustrating users, and many were leaving before completing registration. We used Glassbox's VoC solution to collect feedback, prompting these users to share their reasons for abandoning registration. The photo requirements were the turn-off. Based on these insights, we simplified the document upload requirements and improved the app's ability to accept various file formats. We've since noted an increase in completion rates for onboarding users.

Acharya Bhoomica

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

Vetted Review

4 years of experience

Unmatched Customer Experience Analysis

Rating: 10 out of 10

Incentivized

August 15, 2024

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.

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.

Karina Lopez

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

Vetted Review

5 years of experience

Great for single tenant requirements

Rating: 10 out of 10

Incentivized

July 16, 2024

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)

Likelihood to Recommend

We noticed an increase in fraudulent activity on our banking platform and were looking for a solution to detect and prevent fraud in real-time, while ensuring compliance with regulatory requirements. We implemented Glassbox's real-time monitoring and alerts to quickly identify fraud attempts while they were happening. Glassbox's alert system notified our fraud detection team in cases of unusual transactions or multiple failed logins. Our team then used Glassbox's session replay feature to review flagged interactions and identify fraudulent activity. Our team was quick to respond, which not only minimized risk for our customers but also helped preserve (or even boost) customer trust and loyalty.

Avi Bigelman

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

Vetted Review

3 years of experience

Great tool for improving CX

Rating: 10 out of 10

Incentivized

July 12, 2024

Use Cases and Deployment Scope

Glassbox’s built-in AI has been a complete gamechanger for me. Not only does it save me loads of time, it’s also incredibly easy to use. I''m no longer dependent on our data analysts and tech teams to build and run complex searches for me – I can dive right in, ask simple questions, and let Glassbox’s AI do the legwork. A major perk is that, because it’s so user-friendly, anyone on my team can access it, regardless of their skillset or technical expertise. This means more hands on deck and better collaboration across the team. Bottom line, with Glassbox AI I get accurate insights pretty much instantly and, rather than getting caught up in time-consuming data analysis, I get to focus on strategy and decision-making (a.k.a., what I’m really here to do).

Pros

Detecting issues in real-time
Identifying customer patterns that are difficult for a business to pinpoint on their own
Revealing insights about the experiences of customers who don’t actually provide feedback (Voice of the Silent function)

Cons

The main issue I find myself struggling with is the vast amounts of session details that Glassbox AI generates. It can be pretty overwhelming to sift through.
Onboarding takes time, it's less of a hit-the-ground-running experience, which can make Glassbox challenging to embrace initially (even though once you get the gist of it, you realize how intuitive it really is).

Likelihood to Recommend

Glassbox has been really great in helping us monitor real-time customer interaction. For example, we launched a new online loan app process last March and, a few weeks in, Glassbox detected repeated dropoffs mid-application, specifically in the financial information section. The alert pointed to a pattern of hovers in the monthly income field, followed by abandonment. Turned out there was a glitch with the drop-down menu for salary range, which we were able to identify really easily through the session replay function. We could see exactly what was troubling the customer, and it was a pretty easy fix. Were it not for Glassbox, weeks or possibly months may have gone by before we managed to find the root of the problem. Who knows how many customers we could have lost in the interim.

Verified User

Manager in Product Management (501-1000 employees)

Vetted Review

4 years of experience

Great solution to understand digital CX

Rating: 10 out of 10

Incentivized

May 28, 2024

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

Likelihood to Recommend

At [...], we observed a high number of customers abandoning the online account registration process halfway. This was concerning as it directly affected our ability to efficiently onboard new customers. To tackle this issue, we utilized Glassbox to gain deeper insights into the user experience during the registration process. We used session replay analysis and identified the reasons behind the drop offs

Praveen Ojha

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

Vetted Review

4 years of experience

Loading Reviews List....

Unmatched Customer Experience Analysis

Rating: 10 out of 10

Incentivized

August 15, 2024

Use Cases and Deployment Scope

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

Karina Lopez

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

Vetted Review

5 years of experience