# Glassbox Reviews **Vendor:** Glassbox **Category:** [Session Replay Software](https://www.g2.com/categories/session-replay) **Average Rating:** 4.9/5.0 **Total Reviews:** 809 ## About Glassbox Glassbox is a customer intelligence and digital experience analytics platform designed to help enterprises understand, optimize, and enhance the customer experience and digital accessibility of their digital channels. One of the standout features of Glassbox is its capability to securely capture 100% of user sessions across both web and mobile applications. This end-to-end visibility allows teams to analyze every step of the customer journey, effectively pinpointing friction points and enabling real-time action. By utilizing advanced artificial intelligence, Glassbox captures and analyzes data from every online interaction, providing businesses with a comprehensive view of customer behavior and preferences. This wealth of data empowers organizations to act swiftly, transforming raw data into actionable insights that improve both the customer experience and the conversion rate. Large global enterprises in sectors such as finance, insurance, and healthcare, Glassbox serves as a vital tool for uncovering the root causes of customer challenges. It assists organizations in remediating customer experience issues and creating digital journeys that are inclusive, seamless, and engaging. The platform’s AI-powered insights not only enhance accessibility monitoring but also incorporate fraud prevention capabilities, giving organizations the agility to respond to issues within minutes and adapt to the evolving needs of their customers. Glassbox has been recognized by G2 as a leader in customer intelligence solutions and product analytics, reflecting its effectiveness in delivering the clarity and confidence that enterprises require. By providing a robust framework for creating compliant, accessible, and impactful digital experiences, Glassbox stands out in its category, offering unique selling points that cater to the diverse needs of its users. With its focus on data-driven decision-making and customer-centric strategies, Glassbox is positioned as a crucial ally for organizations aiming to thrive in the digital landscape. ## Glassbox Pros & Cons **What users like:** - Users find **Glassbox easy to use** , enabling immediate insights and quick analysis without delays in data gathering. (210 reviews) - Users value the **robust session replay feature** of Glassbox, simplifying error resolution and enhancing insights into customer experiences. (190 reviews) - Users value the **immediate availability of insights** with Glassbox, enabling timely interventions and quick operational actions. (174 reviews) - Users find the **session visibility** of Glassbox invaluable for effective troubleshooting and analyzing user experiences. (132 reviews) - Users benefit from **in-depth customer understanding** through Glassbox, enabling effective troubleshooting and validation of customer issues. (122 reviews) - Features (117 reviews) - Session Tracking (115 reviews) - Recording Features (109 reviews) - Customer Insights (99 reviews) - User Insights (99 reviews) **What users dislike:** - Users experience **session issues** such as link splits, limited history access, and slow query responses affecting usability. (70 reviews) - Users find the **navigation icons not intuitive** , leading to confusion and difficulty in efficiently using Glassbox. (65 reviews) - Users often face **slow session management** and frequent issues with session expiry, hindering their overall experience. (62 reviews) - Users find the **learning curve steep** with Glassbox, citing the need for improved training and clearer documentation. (61 reviews) - Users desire **more customizable reporting features** in Glassbox to enhance analysis and improve efficiency. (54 reviews) - Filtering Issues (44 reviews) - Limitations (42 reviews) - Slow Loading (42 reviews) - Slow Performance (41 reviews) - Steep Learning Curve (39 reviews) ## Glassbox Reviews ### 1. Essential for Identifying User Friction Points **Rating:** 4.0/5.0 stars **Reviewed by:** Basma K. | Project Manager | Specializing in Process Optimization & Project Lifecycle Management, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Glassbox?** I love that Glassbox doesn't just show me what users do – it finds why they get stuck. The AI struggle detection is like having a sixth sense for friction points. No endless tags. No guessing. Just actionable insight. The AI struggle detection saves me hours of guessing. Instead of watching dozens of session replays, I get a clear alert: 'Users are stuck here.' It's like having a team member who never sleeps, constantly flagging what's broken. That means I fix problems before sponsors complain or ticket sales drop. Valuable? Absolutely. **What do you dislike about Glassbox?** I haven't used Glassbox long enough to hit major friction. But if I had to guess: onboarding might feel heavy for non‑technical teams, and session replays could raise privacy concerns without clear filters. Also, for small festivals with tight budgets, the price point might be a barrier. **What problems is Glassbox solving and how is that benefiting you?** I love how Glassbox identifies why users get stuck with its AI struggle detection, saving me from guessing. It highlights issues early so I can fix them before they affect sponsor satisfaction or sales. ### 2. Glassbox:Transforms Digital Insights with Powerful Analytics and Seamless Session Replays **Rating:** 5.0/5.0 stars **Reviewed by:** ADITYA T. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2025 **What do you like best about Glassbox?** What I appreciate most about Glassbox is how it captures every digital interaction in real time, providing a comprehensive and transparent view of user behavior. The visual session replay feature allows me to quickly identify areas where users encounter difficulties. Its analytics are both robust and easy to use, enabling teams to implement data-driven improvements efficiently. In summary, Glassbox speeds up troubleshooting and significantly improves the digital customer experience. **What do you dislike about Glassbox?** Glassbox can feel overwhelming at first because of the depth of data it provides. Additionally, the platform can be resource-intensive, leading to occasional performance slowdowns on large datasets. **What problems is Glassbox solving and how is that benefiting you?** Glassbox addresses the challenge of truly understanding user behavior throughout digital journeys by offering comprehensive clarity. By capturing every interaction, it uncovers hidden friction points, technical problems, and drop-offs that traditional analytics might overlook. This enables quicker troubleshooting, lessens customer frustration, and enhances conversion rates. In the end, Glassbox delivers actionable insights that support the optimization of both user experience and overall business performance. ### 3. Enhances User Understanding with Session Replays **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2026 **What do you like best about Glassbox?** I use Glassbox to see how users use the website or app, which helps me understand where users face problems and where they leave. I also love using it to watch session replays and improve the user experience. It helps me find where users face issues and where they drop off, and lets me see real user sessions to understand problems better. I like the session replay feature the most because it helps me see what exactly users are doing and assist them where they face issues. It is easy to understand and very helpful. Session replays help me see exactly what users do step by step, making it easy to understand where they get stuck or face issues, which helps fix problems faster. **What do you dislike about Glassbox?** Sometimes it takes time to find specific sessions, and it can feel a bit slow. Also, some features are not easy to understand at first. **What problems is Glassbox solving and how is that benefiting you?** I use Glassbox to understand user behavior and identify where they face issues or drop off, which improves user experience. The session replay feature lets me see user actions step by step, helping fix problems faster. ### 4. AI-Powered Insights with Room for Interface Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Jashanpreet S. | Security Guard, Small-Business (50 or fewer emp.) **Reviewed Date:** April 18, 2026 **What do you like best about Glassbox?** I like that Glassbox uses AI, which makes it easier for me to trust them since they have a source of information from a vast majority through AI. Despite still trying other products, I find Glassbox to be one of the best. **What do you dislike about Glassbox?** The interface could be improved. It would be helpful to have a step-by-step system to better understand how everything works. **What problems is Glassbox solving and how is that benefiting you?** I consider using Glassbox for promoting my business, particularly in expanding customer reach. I trust Glassbox more due to its use of AI, which provides information from a vast majority of sources. ### 5. Easy Access **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2025 **What do you like best about Glassbox?** What I really like about Glassbox is that it is not complicated to learn. Things are easy to navigate and attributes are easy to understand. **What do you dislike about Glassbox?** What I dislike about Glassbox is that some sessions are not complete so, there some things that I want to look that I can't. But overall, everything is good. **What problems is Glassbox solving and how is that benefiting you?** It helps me replay the sessions of the customers for a specific website and prove the problem they are encountering which helps our job to analyze the problem. ### 6. Enhanced analysis and seamless user experience with Glassbox **Rating:** 4.5/5.0 stars **Reviewed by:** Mohamed Mostafa . | Freelance, Small-Business (50 or fewer emp.) **Reviewed Date:** April 25, 2026 **What do you like best about Glassbox?** I love the ease of design in Glassbox as it allows me comfort in managing everything because it handles all matters, saving me time and effort. **What do you dislike about Glassbox?** Activate all electronic payment gateways and cash payments in the Arab countries that are suffering from this issue. **What problems is Glassbox solving and how is that benefiting you?** I use Glassbox to analyze user issues in the store and improve the user experience. I also want to use it to respond to customers using artificial intelligence and to produce ads connected to social media platforms. It will help me design product images and videos. ### 7. A Review of the Product **Rating:** 4.0/5.0 stars **Reviewed by:** Thomas C. | Data Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** April 09, 2026 **What do you like best about Glassbox?** The customer journey analysis is a fantastic tool **What do you dislike about Glassbox?** I can replace the digital record keeping with a myriad of other products **What problems is Glassbox solving and how is that benefiting you?** It is helping me further analyze a lot of data I receive from digital sessions ### 8. Amazing Experience Especially in creating Funnel that helps us with our data analysis. **Rating:** 5.0/5.0 stars **Reviewed by:** Chennie B. | Data Reporting Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** September 16, 2025 **What do you like best about Glassbox?** Very user friendly and easy to navigate. Pages are so easy to understand and you will be so familiar with the steps accordingly. Also, Funnels are very much accessible to those that can view and help with further checking and investigations. **What do you dislike about Glassbox?** Sometimes, Glassbox was having some downtime without notice that makes the project or any task delayed. **What problems is Glassbox solving and how is that benefiting you?** We are able to check on how many customers were affected on the specific issue that we are investigating. We are also seeing on when did the first issue occur and also check on every session replays with the customers. ### 9. Glassbox is easy to navigate but has performance lag issues. **Rating:** 4.0/5.0 stars **Reviewed by:** Anna Marie C. | Data Reporting Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Glassbox?** Like utilizing Glassbox for its ease of use and intuitive interface, which makes it an essential tool for analysis and investigation. It offers comprehensive session replay capabilities, allowing for detailed tracking of user behavior and interactions on the websites. It also supports deep insights into customer journeys to identify customer issues more effectively. **What do you dislike about Glassbox?** The main concern with Glassbox is its performance lag. Actions such as clicking through sessions or running funnels often take up to a minute to load, which can significantly slow down the workflow. **What problems is Glassbox solving and how is that benefiting you?** Since I use Glassbox extensively for analysis and investigation of customer feedback on brand websites, it is helpful to identify the pain points or issues encountered by customers while navigating the sites. Creating funnels is also helpful to quantify the customers affected by the same issue over a given timeframe. ### 10. Glassbox is a great tool **Rating:** 5.0/5.0 stars **Reviewed by:** Yoed Y. | QA Automation, Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2025 **What do you like best about Glassbox?** It's great that I can view the customer journey through the app, and watch the relevant network calls. It helps greatly debug issues related to customer experience, and in addition get the calls. so I can create my own flows for load tests running the exact order of requests to the various services. **What do you dislike about Glassbox?** No complaints, I find it very easy to use in general **What problems is Glassbox solving and how is that benefiting you?** Observing the customer journey across different screens, buttons, and options provides valuable insights into how we can improve the user experience. It helps identify areas for optimization and refactoring, enabling teams to enhance the overall flow and ensure a smoother, more efficient interaction for our customers. ### 11. Glassbox - Next-gen CX tool,Key Feature - Session Replay (best in industry). **Rating:** 4.5/5.0 stars **Reviewed by:** Hemant D. | Cx (Tealeaf) Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2021 **What do you like best about Glassbox?** Session Replay, and Glassbox Reporting suite. **What do you dislike about Glassbox?** they are focusing more on cloud customers, they should focus equally on their On-Prem customers also. **What problems is Glassbox solving and how is that benefiting you?** Customer Experience issues, with awesome session replay. ### 12. Thankful for Glassbox **Rating:** 5.0/5.0 stars **Reviewed by:** Rosel G. | Data Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2025 **What do you like best about Glassbox?** It's easy to understand and allows me to create analytical reports based on the session replies. **What do you dislike about Glassbox?** One limitation is that it only allows you to review three months of data. **What problems is Glassbox solving and how is that benefiting you?** Response to customer feedback session ### 13. Great for defect Triaging **Rating:** 5.0/5.0 stars **Reviewed by:** pratik n. | Production support, Enterprise (> 1000 emp.) **Reviewed Date:** March 25, 2025 **What do you like best about Glassbox?** The best Thing I like is, what user has seen on screen and what action user has taken these helps to understand any reported issue to be understood properly with Glassbox's help.Any defect triaging for rare cases or once only creatable use case can be observed through glassbox and not just UI but other data like which API call are failed and like wise other details around the issue can also be observed from it. **What do you dislike about Glassbox?** Currently can only look back for last 30days records, it would be good to look bit more far in the history as sometimes have to refer for old sessions and we end up in a situation where old session are cleared. Have observed some of the sessions where though user has seen expected experience in Glassbox it shows it as having some white overlay which makes it hard to understand what exact user has seen, if that can be looked at would be much appreciative of. **What problems is Glassbox solving and how is that benefiting you?** Reducing the number of fraud attacks, and serving our our customers a better experience ### 14. Intuitive interface **Rating:** 5.0/5.0 stars **Reviewed by:** Adi T. | Rule Engine Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2025 **What do you like best about Glassbox?** Glassbox makes it very easy to search and find information about sessions. The interface is intuitive, and locating specific data is quick and efficient. **What do you dislike about Glassbox?** Glassbox is a powerful tool, but there’s room for improvement. Enhancing session load speed, adding more advanced filtering options, and improving mobile responsiveness would boost usability. Clearer error messages and better onboarding for new users could also enhance the experience. More customizable dashboards would further increase its overall value. **What problems is Glassbox solving and how is that benefiting you?** Glassbox saves us time and enhances productivity. Overall, it’s a user-friendly tool that simplifies session analysis and improves accessibility to key insights. ### 15. Insightful Tool for Optimizing User Journey **Rating:** 4.0/5.0 stars **Reviewed by:** Prajjawal S. | Graduate Engineering Trainee, Enterprise (> 1000 emp.) **Reviewed Date:** April 19, 2025 **What do you like best about Glassbox?** I really like how easy it is to see exactly what users are doing on our site. The session replays are super helpful for spotting issues and understanding where people get stuck. It saves a lot of guesswork and helps us fix things faster. **What do you dislike about Glassbox?** Sometimes it can feel a bit overwhelming — there are a lot of features and it takes time to learn how to use everything properly. The interface isn’t always the most intuitive, and occasionally the session replays may lag or miss in some scenarios. **What problems is Glassbox solving and how is that benefiting you?** It helps us see exactly how users are interacting with our site, so we can spot issues faster—like broken buttons, confusing navigation, or drop-off points. It’s made troubleshooting way easier and helps us improve the user experience without relying only on guesswork or feedback forms. ### 16. I like using Glassbox in investigation on some customer's feedback. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** September 16, 2025 **What do you like best about Glassbox?** I really like how I can easily create a funnel just by clicking some features on sessions. **What do you dislike about Glassbox?** I don't like that the session links sometimes would be split and could not find the rest of the sessions. **What problems is Glassbox solving and how is that benefiting you?** It helps me in identifying and quantifying the issues encountered by the users on the brand's websites. ### 17. Opportunity Research **Rating:** 5.0/5.0 stars **Reviewed by:** edlin z. | Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2025 **What do you like best about Glassbox?** I love to have the opportunity to research and able to see what happened on the online session in order to provide a solution to any customer concerns. Also I love that when I am on a call and the customer is having issues with something in the online banking I can go and see what exactly is happened so I can guide them better **What do you dislike about Glassbox?** Would prefer if there were a longer retention for our business needs and more dynamic filtering in the mobile box **What problems is Glassbox solving and how is that benefiting you?** Any type of issues such as issues with setup auto pays, statements, how to setup a bank to bank transfer. Glassbox allow me to see the real issue of the customer complaint or concerns and with that I am able to start my research in order to provide an option or solution to our customers ### 18. Great for Quantifying and Prioritising a problem **Rating:** 5.0/5.0 stars **Reviewed by:** rolando o. | Product Owner, Enterprise (> 1000 emp.) **Reviewed Date:** February 24, 2025 **What do you like best about Glassbox?** Glassbox provides very useful insights on how are new product features are prforming in the market when deployed to Prod. We use Glassbox to check if there are any issues encountered and/or how these new product features are performing in terms of Customer experience. It helps us to analyze and determine possible improvements usabiity and technically. Glassbox also helps us potential issues that Customer s might encounter based on evaluation and assessment of the App features. **What do you dislike about Glassbox?** The UI could be better and more engaging - but once you get use to it - it does the job **What problems is Glassbox solving and how is that benefiting you?** Glassbox basically mitigates possible issues by providing analytical assessment and insights on findings both functionally and technically. It also gives sugestions which makes it a lot easier for the the team to leverage on for a possible solution. It specifically help to identify challenges/struggles and recommends sound solutions. Each Product owners utilizes Glassbox to align any feature or functionality that needs improvements or chanes from the business ### 19. Difficult and hard to find relevant sessions. **Rating:** 0.5/5.0 stars **Reviewed by:** Brylle C. | Escalations Representative, Enterprise (> 1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Glassbox?** Safe information for clients with auto-redact feature. **What do you dislike about Glassbox?** Very difficult to use. Search using client-specific info loads other irrelevant information. **What problems is Glassbox solving and how is that benefiting you?** Reviewing customer online sessions to understand their complaint. **Official Response from Joseph Schwartz:** > I’m sorry to hear you had a tough time finding the session you needed. Searching can definitely be a bit challenging if you’re not sure exactly what you’re looking for. Having a few details in mind, like the date, page URL, or key actions can really help narrow things down and make the search easier. One of our team members will be reaching out soon so we can better understand what you were trying to find and help you get to it quickly. Thanks for sharing your feedback, it helps us make the experience better for everyone. ### 20. Just love it **Rating:** 5.0/5.0 stars **Reviewed by:** Jay M. | Production Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** March 03, 2025 **What do you like best about Glassbox?** Been using glassbox for a while; it's been extremely helpful looking at recordings of how customers use our product. The focus time on fields has also helped identify struggle areas. Another functionality I use often is the interaction map that helps identify areas of the page that are clicked often and exposure zones. **What do you dislike about Glassbox?** The system response rate can be slow slows sometines and you need tech knowledge in or der to get results **What problems is Glassbox solving and how is that benefiting you?** Been trying to get insights in multiple areas. Use it to identify struggle areas; to see how a new feature that we’ve introduced is doing. Is it leading to any errors that we didn’t handle during testing. And also if it’s helping improve the overall customer experience. I’m using it to help understand drop-offs and if there are areas in the application I can optimize ### 21. Great for connecting AB Testing **Rating:** 5.0/5.0 stars **Reviewed by:** maria a. | UX Owner, Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2025 **What do you like best about Glassbox?** The fact that I can connect my AB tests from Optimizely and see customers interacting with the variations. This not only gives me a sense of safety when I view that the variations work as expected, but also a deep understanding on what users need. **What do you dislike about Glassbox?** I believe it would be beneficial if we could use the heatmaps in a more interactive way. For example, currently in order to view the menu dropdowns, I have to try and find a session where someone viewed the specific dropdown I want to examine and then pull it in the maps. Would be great to be able to navigate the page inside the maps. **What problems is Glassbox solving and how is that benefiting you?** Perfecting our AB Tests and understanding the route casue behind user behaviour ### 22. Exact user journey **Rating:** 5.0/5.0 stars **Reviewed by:** vincent k. | UX Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** June 25, 2025 **What do you like best about Glassbox?** I love that we can see the exact user journeys that generate errors and can quickly fix them, rather than hunt through all our codebase **What do you dislike about Glassbox?** The onboarding can take some time - and it takes time to get to used to the GUI **What problems is Glassbox solving and how is that benefiting you?** With analytics data we knew what was happening, but not why it was happening. With Glassbox we can quickly identify sub-optimal journeys for our customers, improve them and increase the conversion to sale for out core journeys ### 23. Understand user behavior **Rating:** 5.0/5.0 stars **Reviewed by:** Fraser M. | CRO Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2025 **What do you like best about Glassbox?** How everything is linked. Obviously you get a vast amount quantitative data from your pages and journeys but you also get to understand why users aren't converting/progressing via the session recordings. **What do you dislike about Glassbox?** Stored more data. If the data retention length was more the 30 days. **What problems is Glassbox solving and how is that benefiting you?** We use it to understand why users aren't converting and how we can improve journeys ### 24. Seeing Online Sessions **Rating:** 5.0/5.0 stars **Reviewed by:** Roberto D. | Production Support, Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2025 **What do you like best about Glassbox?** What I like about best with Glassbox is it is very helpful with being able to see what the customers are doing in their online session. sometimes its something small that I overlook or something I would not thing the customer is missing. However in Glassbox I can properly assist our customer by viewing the session and see where they are getting stuck or having an error. **What do you dislike about Glassbox?** It would be usefull if the real time playback would be even faster - would help in our customer support **What problems is Glassbox solving and how is that benefiting you?** I am resolving online banking problems for customer. It could be zelle, bill pay, online wires, and other online related topics. I am helping our customers with online navigational steps, sometimes also detecting when the system is down or experiencing issues. I am able to see the errors customer gets, I am able to see the problems customers are running into, also I can see settings like if the customer screen is too zoomed in that can cause issues as well. ### 25. Great Journey Maps **Rating:** 4.5/5.0 stars **Reviewed by:** Stephanie V. | Senior Product Designer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 08, 2025 **What do you like best about Glassbox?** Probably the journey maps. Its good to get a high level view of abandons and where the traffic is coming from/going to. **What do you dislike about Glassbox?** I find it challenging to understand how to set it up and differentiate when you have various platforms within your ecosystem. **What problems is Glassbox solving and how is that benefiting you?** I'm using Glassbox as a UX tool to optimise my platform. ### 26. Rich API Data **Rating:** 5.0/5.0 stars **Reviewed by:** Shantau J. | System Architect, Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2025 **What do you like best about Glassbox?** There are lot of things but as an technology architect and business analyst good to see the underlying details of each API in expert view. The filter in recordings is a very useful tool. **What do you dislike about Glassbox?** The interaction maps dont have AI to analyze the usage - adding that would be very helpful **What problems is Glassbox solving and how is that benefiting you?** We get to know the browser, device type and OS however if there is an option to get the device name (eg. google pixel 9, iphone 14) that would give us more idea from debugging standpoint. Some time UI looks different in recording than actual device (may be some CSS issues) ### 27. Understand customer pain **Rating:** 5.0/5.0 stars **Reviewed by:** Leslie C. | Production support, Enterprise (> 1000 emp.) **Reviewed Date:** January 07, 2025 **What do you like best about Glassbox?** Glassbox allows me to confirm and review customer complaints using the replay capabilities. When a customer makes a complaint it's usually in a time of frustration or anger and the details of the complaint are usually minimal. I don't need to depend on the customer to tell me the entire story, i can watch their experience to get most of the details needed. **What do you dislike about Glassbox?** It would be great if there were more training webinars and sharing the roadmap **What problems is Glassbox solving and how is that benefiting you?** My organization uses Glassbox to research customer issues using the replay function. When customers run into issues online, it's difficult to know if the issue or blocker was expected or if there's a defect causing the bad customer experience. By isolating the issue using replay we can use data in the replay capture to start to determine the root cause of the issue, ### 28. Quick and easy **Rating:** 5.0/5.0 stars **Reviewed by:** Julie B. | Product Owner, Enterprise (> 1000 emp.) **Reviewed Date:** May 21, 2025 **What do you like best about Glassbox?** i love the fact that i can get a quick and easy read on my customers habbits and see if there is anything out of the ordinary at first glance **What do you dislike about Glassbox?** More training and customer meetings to hear our feedbacks **What problems is Glassbox solving and how is that benefiting you?** I workd for the fraud department so i can automatically see what provider my customers uses and if i see another country that is a bing indication that there was fraud activity ### 29. Easy to Navigate **Rating:** 5.0/5.0 stars **Reviewed by:** Kam V. | Product Designer, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2025 **What do you like best about Glassbox?** The thing I like most about Glassbox is that it is very easy to navigate **What do you dislike about Glassbox?** I would like to create better reports with attributes **What problems is Glassbox solving and how is that benefiting you?** reducing bounce and exit rates across pages with high sessions, finding ways to improve customer journey across the site with improved navigation, whilst redicing no.of clicks to basket and checkout, whilst increasing conversion rate. finding where there may be a hi number of errors or concerns that are causing pain points and friction along the customer journey ### 30. What the user says **Rating:** 5.0/5.0 stars **Reviewed by:** Zach W. | Provider Resolution Center, Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2025 **What do you like best about Glassbox?** Glassbox allows me to see exactly what the users saw. There's no more guessing or trying to blindly replicate an issue. **What do you dislike about Glassbox?** on thinking about it - better access to the reports **What problems is Glassbox solving and how is that benefiting you?** The issues I am solving are specific to healthcare providers. I verify that providers are utilizing self service options within the portal and that the information being supplied to the provider is accurate and transparent. ### 31. Insights that work! **Rating:** 5.0/5.0 stars **Reviewed by:** amanda l. | Fraud Associate, Enterprise (> 1000 emp.) **Reviewed Date:** May 09, 2025 **What do you like best about Glassbox?** Being able to see the full connections and their locations for our day to day role this helps us submit the correct response **What do you dislike about Glassbox?** Would like more information on future releases and the expected functionality which is down the road **What problems is Glassbox solving and how is that benefiting you?** Our team work in fraud so we are able to use glassbox to determine if a connection was made in a different state/country during the time of the upgrade that was being placed. ### 32. Great session replay **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel H. | Technical Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2025 **What do you like best about Glassbox?** Playback of the sessions is a game changer **What do you dislike about Glassbox?** Heatmaps can be tricky to configure with the right view **What problems is Glassbox solving and how is that benefiting you?** Support no longer need to jump on a call with the customer for every issue, this is brought our video calling rate down significantly ### 33. Understanding User Struggles **Rating:** 5.0/5.0 stars **Reviewed by:** Tamma C. | Digital Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 01, 2025 **What do you like best about Glassbox?** I like it's core feature to go through the sessions and provide a solution **What do you dislike about Glassbox?** The reports can be a bit tricky to understand for a beginner **What problems is Glassbox solving and how is that benefiting you?** It helps us understand user struggles, pain points, drop off points, hesitation, unclear member intent, and behavior patterns ### 34. Great to see the business flows **Rating:** 5.0/5.0 stars **Reviewed by:** Rocio k. | Sr. Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** April 10, 2025 **What do you like best about Glassbox?** I love the detail of the extension that you can get on the spot of a specific page. Also love the business flow and chose and pick a certain workflow. **What do you dislike about Glassbox?** The retention of data is limited , sessions older than a year are no longer stored in the system **What problems is Glassbox solving and how is that benefiting you?** The business problems I am solving with Glassbox are spikes related to javascript errors and understand why is it happening. I will now report it to my team, and understand if it's isolated or systemic. ### 35. Love Glassbox Interaction Maps **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 26, 2024 **What do you like best about Glassbox?** i definitely love the interaction maps the most. Seeing how often certain stuff gets clicked on pages makes it easy to judge if the webpage is used like we hope they will use it. The struggle score for filtering together with the recorded sessions also offer an valuable insight where you can see if customers actually navigate the website in a proper way. **What do you dislike about Glassbox?** The system can be slow at times and you cant find sessions that are older than a year. Furthermore, as much as i like the recorded sessions, sometimes it feels like the sessions are cut short or it does not fully show their entire session. This makes judging, analysing and concluding a bit more difficult in certain circumstances. **What problems is Glassbox solving and how is that benefiting you?** Like stated above, its focused on seeing if people actually use certain functions we implemented in our website. Judging on this, we can actually change the webpages to make sure the customer journey proceeds like we intended to. ### 36. Easy UI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2025 **What do you like best about Glassbox?** What I like about Glassbox is the ease of use. The UI is easy to use and intuitive. Starting with ability to search for a record, filter transactions based on the interval. While reviewing a session, ability to look skip inactivity and speedup sessions to name a few. **What do you dislike about Glassbox?** I would like the option to save a session past its retention date **What problems is Glassbox solving and how is that benefiting you?** The main use of Glassbox for me is to research customer complaints on a day-to-day basis, provide feedback to the customer support team in clarifying customer complaints. ### 37. Navigation is as smooth as butter **Rating:** 5.0/5.0 stars **Reviewed by:** patrick g. | Director, Enterprise (> 1000 emp.) **Reviewed Date:** June 25, 2025 **What do you like best about Glassbox?** The software is easy to navigate, options and features are clear as well. I appreciate the additional search functions. **What do you dislike about Glassbox?** The default retention for keeping session replays is short. **What problems is Glassbox solving and how is that benefiting you?** Glassbox allows me to evaluate data, trends, and customer usage. ### 38. Experience with Glassbox **Rating:** 4.0/5.0 stars **Reviewed by:** Schylar W. | Lead Account Specialist , Enterprise (> 1000 emp.) **Reviewed Date:** June 03, 2025 **What do you like best about Glassbox?** I think the most helpful thing about Glassbox is that it allows you to see more your customer is needing assistance with **What do you dislike about Glassbox?** Sometimes glassbox is finicky. It can cause some frustration **What problems is Glassbox solving and how is that benefiting you?** Glassbox is solving the barrier of not being able to see what the user is experiencing. ### 39. Great for detecting fraud **Rating:** 5.0/5.0 stars **Reviewed by:** rolando c. | Risk Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 24, 2025 **What do you like best about Glassbox?** finding out what the fraudsters are clicking on and how long they are on a page for. **What do you dislike about Glassbox?** System can have spikes where queries take a longer time. Good support team **What problems is Glassbox solving and how is that benefiting you?** financial crime investigations and determining criminal activity via account takeover ### 40. Accurate playback **Rating:** 5.0/5.0 stars **Reviewed by:** adrian t. | UX MAnager, Enterprise (> 1000 emp.) **Reviewed Date:** November 28, 2024 **What do you like best about Glassbox?** being able to see the playback _and_ get session information like cookies and ids is incredibly helpful for doing deeper dives in other tracking tools we use. gb is a great first-line tool for finding user experience problems and confirming success of new ux features. **What do you dislike about Glassbox?** filtering seems a bit complex and opaque, but it might just be an education problem on my part. i was expecting a traditional boolean builder, but there seems to be no "OR" option -- instead i have to use "is one of", which is counter-intuitive to me when checking something like page content (where i would expect "is one of" to match the entire value). so again...probably just an education problem on my part. **What problems is Glassbox solving and how is that benefiting you?** Figuring out best position for new UX features in the product and measuring there success ### 41. Love this tool! **Rating:** 5.0/5.0 stars **Reviewed by:** gurunathareddy b. | Product UX Owner, Enterprise (> 1000 emp.) **Reviewed Date:** December 17, 2024 **What do you like best about Glassbox?** We love that everyone in the company can access Glassbox and now with the Glassbox AI Assistant (GIA) being available on reports, it's easier than ever for any team member to view a report and quickly understand the highlights. I like the possibility of checking what user has seen when they faced any issue, to find actual end user side issue. also monitoring and reporting feature would help to have some application usage metrics and pain points of end users. **What do you dislike about Glassbox?** would like to have some performance improvements and interface improvements. also would be useful to have the ability to check API calls from UI. **What problems is Glassbox solving and how is that benefiting you?** Resolving all customer digital issues as they interact with our website. This can now be done very quickly ### 42. Very useful tool **Rating:** 5.0/5.0 stars **Reviewed by:** Antonio D. | Business Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** December 08, 2024 **What do you like best about Glassbox?** Interaction maps is a very useful tool as it allows to understand how users are browsing, what they display and what they don't. The feature I use the most specifically is exposure maps. User journey is also a useful feature to map how users navigate through the website **What do you dislike about Glassbox?** Data accuracy is always the biggest topic when discussing about Glassbox. I know that sessions are sampled, but sometimes questions about reliability might occurr, especially when the delta between GA sessions and glassbox sessions becomes very high. Also, in the interaction maps section sometimes the page loaded has empty slots and it's a bit harder to understand what's behind **What problems is Glassbox solving and how is that benefiting you?** Reduce the churn of our customers from the website - and enabling to make the purchase ### 43. Diagnose **Rating:** 5.0/5.0 stars **Reviewed by:** Bgoh M. | Desginer, Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2025 **What do you like best about Glassbox?** the ability to quickly find meaningful sessions to diagnose issues on our sites **What do you dislike about Glassbox?** I would like to have more usage of the AI features **What problems is Glassbox solving and how is that benefiting you?** when we detect an anomaly we are able to see the actual experiences customers are having ### 44. See customer sessions **Rating:** 5.0/5.0 stars **Reviewed by:** Katherine R. | UX Designer, Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2025 **What do you like best about Glassbox?** viewing recorded sessions of our customers with great details including the entire API stack **What do you dislike about Glassbox?** More training and insights to be shared with us on an ongoing basis **What problems is Glassbox solving and how is that benefiting you?** seeing how users interact with site(s) and any UI/UX related challenges they face that may prevent them from either becoming a customer or returning as a paying customer ### 45. Validate user experience **Rating:** 5.0/5.0 stars **Reviewed by:** Samuel B. | Analytics Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** January 07, 2025 **What do you like best about Glassbox?** I like the functionality to replay sessions and validate the user experience. This helps identify production related issues and steps to reproduce. Also like the ablity to see browser and OS info which helps when reporting issues related to browser/OS **What do you dislike about Glassbox?** Sometimes the we miss sessions as theur retnetion expired - is there a way to overcome this? **What problems is Glassbox solving and how is that benefiting you?** All problems/errors related to online banking. It can be an error message customers see online and bankers may not report the exact error or a navigation related issue where customer is not clicking on the right link/URL or a broken link that needs to be reported to development. ### 46. Good Heatmaps **Rating:** 5.0/5.0 stars **Reviewed by:** anallely m. | UX Designer, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2025 **What do you like best about Glassbox?** The heat maps give us the ability to see where our users are spending the most time on the page **What do you dislike about Glassbox?** There needs to be more training on how use the product - though this has been improving lately **What problems is Glassbox solving and how is that benefiting you?** We design a better customer UX and UI for our customers ### 47. Great for troubleshooting **Rating:** 5.0/5.0 stars **Reviewed by:** bobby s. | Digital Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 02, 2025 **What do you like best about Glassbox?** I like that I can use Glassbox as a tool to troubleshoot customers issues. I can use it to validate information that customers provide to us. I also love the design of Glassbox as it is very user friendly. **What do you dislike about Glassbox?** Additional help and training in the onboarding and more updates which circle around new features **What problems is Glassbox solving and how is that benefiting you?** I identify technical issues with the website and analyze customer sessions to uncover problems customers encounter. I use Glassbox to identify the customers browser type and device to ensure compatibility with the website and any other relevant factors. ### 48. Great visualisations **Rating:** 5.0/5.0 stars **Reviewed by:** sophia s. | UX Research, Enterprise (> 1000 emp.) **Reviewed Date:** December 17, 2024 **What do you like best about Glassbox?** The visualisations of different data that I can collect from live websites. I don't have to actively recruit but can use data that is already available to answer my research questions. GIA keeps getting better and better. We loved using it for session summaries and now we can't stop using it to summarize mobile reports - instead of spending hours analyzing these reports, we can get a relevant summary in just seconds. **What do you dislike about Glassbox?** Would be happy if the retention period could be extended and more customer facing education series **What problems is Glassbox solving and how is that benefiting you?** Difficult to say since we do UX research over several products for a large international company. Generally, I would say understandind user behaviour to improve their experiences. ### 49. Great for our mobile app **Rating:** 5.0/5.0 stars **Reviewed by:** Alessandro B. | Software Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2024 **What do you like best about Glassbox?** I really like the ability to see what my customers do when using the mobile app. Specifically, I use Glassbox to troubleshoot issues reported by customers and being able to understand how to reproduce an issue experienced by a customer allows me to understand the root cause and fix it. **What do you dislike about Glassbox?** At least in my experience and the way I use Glassbox, I would love to be able to more closely tie the behavior of the customer on the screen with the network calls made by the app. The is especially true in those situations where reproducing the issue is not possible even after watching a video, Seeing the network request and response would help me immensely in understanding the root cause of the issue. **What problems is Glassbox solving and how is that benefiting you?** Track the perofrmance of our mobile app and solving customer bugs ### 50. Company analytics **Rating:** 5.0/5.0 stars **Reviewed by:** D E. | Production Operations, Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2025 **What do you like best about Glassbox?** What I have to date be finding very powerful is the fact that we have unlimited API calls captured and that we are able to analyze them **What do you dislike about Glassbox?** There is a rather harsh learning curve which you need to go through in order to get value from Glassbox **What problems is Glassbox solving and how is that benefiting you?** WE are analyzing the usages of our company site by our customers and reducing tie it takes to solves service cases ## Glassbox Discussions - [Can you configure struggle scores based on a journey type](https://www.g2.com/discussions/43453-can-you-configure-struggle-scores-based-on-a-journey-type) - 2 comments, 1 upvote - [What is the best way to insights which are only relevant to me](https://www.g2.com/discussions/41291-what-is-the-best-way-to-insights-which-are-only-relevant-to-me) - 1 comment, 1 upvote - [User Sessions](https://www.g2.com/discussions/40386-user-sessions) - 1 comment, 1 upvote - [When do we get to utilize Customer Journey Maps?](https://www.g2.com/discussions/32920-when-do-we-get-to-utilize-customer-journey-maps) - 2 comments, 1 upvote - [View Glassbox pricing details and edition comparison](https://www.g2.com/products/glassbox/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-02+15%3A18%3A02+-0500&secure%5Bsession_id%5D=e483d026-c830-4500-a9fe-add533ebd268&secure%5Btoken%5D=7b4279360208769ff6a2b268e35797847f3adf3422d38d5991e1e477c8b210ef&format=llm_user) ## Glassbox Integrations - [Adobe Analytics](https://www.g2.com/products/adobe-analytics/reviews) - [Adobe Target](https://www.g2.com/products/adobe-adobe-target/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Optimizely Web Experimentation](https://www.g2.com/products/optimizely-web-experimentation/reviews) - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) ## Glassbox Features **Metrics** - Sessions - Digital Analytics - Engagement - Entry and Exit Pages - Standard Event Tracking - Custom Event Tracking - Retention - Return - Conversions - Funnels **User Identification** - Demographics - User Segmentation - Geolocation **User Behavior** - Click Tracking - Mouse Movement - Frustration Tracking **Product Analytics** - Account-Level Analytics - User-Level Analytics - Segmentation - Funnels - Alerts - Multi-Product Analytics - User Scoring - Integrations **Analytics** - Reports - Dashboard - Web Analytics - Campaign Tracking - Customer Demographics - Predictive Analytics **Experience** - Real-Time Monitoring - Session Replay - Behavioral Analysis **Platform Basics** - Templates - Exporting - Multi-user Access and Collaboration - Multiple Personas - Data Analytics **Platform Basics** - Dynamic Segmentation - Journey Optimization **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Monitoring** - Compliance Monitoring - Real-Time Monitoring - Dynamic Crawling - Task Management **Support** - Recommendations - Progress Tracking **Generative AI** - AI Text Generation **Agentic AI - Heatmap Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Decision Making **Agentic AI - Digital Experience Monitoring (DEM)** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Reporting** - Real-Time Reporting - Trending - Retroactive Reporting - Segmentation - Mobile Reporting - Unification Across Devices - Custom Reports and Dashboards **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Analysis** - Conversion Opportunities - Side-By-Side Analysis - Mobile Device Analysis - Data Quantification - Webpage Element Analysis **Tracking & Reporting** - Custom Event Tracking - Real-Time Insights - Attribution - Dashboard - User Path Tracking - User Activity History **A/B Testing ** - Error and Bug Tracking - Split URL Testing - Data Analysis - Notes **Administration** - Data Storage - A/B Testing - Integrations **Management** - Content Management - Alerts - Budget Analysis **Platform Data** - Journey Reporting - Trends Reporting - Dashboards - Advanced Data Filtering **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Reporting** - Prioritization - Site Comparison **Reporting** - Page Reports - Broken Link Checker **Agentic AI - Product Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Agentic AI - Customer Journey Mapping** - Autonomous Task Execution **Other** - User Data - Site Search Reporting - Load Time Monitoring - Campaign Tracking - E-Commerce - Promotional Messages - Administration Alerts **Metrics** - Engagement - Exit Tracking - Retention - Return - Conversions **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **Reporting** - Heat Maps - Session Replays - Monitoring - Data Segmentation **Visitor Information** - User Identification - Search Box **Performance** - Uptime Monitoring - Performance Monitoring - Issue Tracking - Resource Monitoring **Platform Additional Functionality** - Journey Mapping - Integrations - Automated Alerts **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Automation** - Automated Testing - Automated Scan **Functionality** - Individual Page Auditing - Quality Assurance Dashboard - Integration **Generative AI** - AI Text Generation **Behavioral Analytics - Product Analytics** - Multi-Product Analytics - User level Analytics - Account level Analytics - Segmentation - Funnels **System Management** - Security - System Monitoring **Functionality** - Automated Regression Testing - Customizable Testing Tools - Multi-User Testing - Filtering - Overlay Engine **Generative AI** - AI Text Generation **Generative AI** - AI Text-to-Speech **Agentic AI - Session Replay** - Cross-system Integration **Agentic AI - Customer Journey Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Agentic AI - Digital Analytics** - Autonomous Task Execution - Cross-system Integration - Proactive Assistance - Decision Making **Agentic AI - E-Commerce Analytics** - Multi-step Planning - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making **Platform Infrastructure - Product Analytics** - Cross System integrations - Alerts - Integrations **Generative AI** - AI Text-to-Speech **Agentic AI - Digital Accessibility Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Proactive Assistance **AI driven optimization - Product Analytics** - User scoring - Adaptive learning - Automated insights - Autonomous task execution **Agentic AI - Digital Accessibility Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Proactive Assistance **Administration** - API / Integrations - QA Testing - Performance and Reliability - User, Role, and Access Management **Variation Testing** - A/B Testing - WYSIWYG Editor - Conversion Goal - Percentage of Traffic - Confidence Level - Multivariant Testing **Reporting** - Segmentation - Reports and Dashboards **Personalization** - Standard Targeting - Custom Targeting - Data Segmentation **Administration** - API / Integrations - QA Testing - Performance and Reliability - User, Role, and Access Management ## Top Glassbox Alternatives - [Contentsquare](https://www.g2.com/products/contentsquare/reviews) - 4.6/5.0 (622 reviews) - [Heap](https://www.g2.com/products/heap/reviews) - 4.4/5.0 (1,074 reviews) - [Fullstory](https://www.g2.com/products/fullstory/reviews) - 4.5/5.0 (1,030 reviews)