--- title: Glassbox Reviews meta_title: 'Glassbox Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 809 reviews by the users' company size, role or industry to find out how Glassbox works for a business like yours. aggregate_rating: rating_value: 4.9 review_count: 809 scale: '5' date_modified: '2026-07-20' parent_category: name: Conversion Rate Optimization Tools url: https://www.g2.com/categories/conversion-rate-optimization-tools --- # 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 value the **ease of use** of Glassbox, enabling immediate access to insights for timely decision-making. (210 reviews) - Users find the **session replay feature** invaluable for resolving customer issues and improving overall experience effectively. (190 reviews) - Users value the **immediate insights** from Glassbox, enabling timely interventions and identification of revenue opportunities. (174 reviews) - Users find the **visibility into customer interactions** with Glassbox invaluable for troubleshooting and enhancing user experience. (132 reviews) - Users value Glassbox for its **exceptional customer understanding** , enabling effective troubleshooting and validation of customer information. (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 are frustrated by **session issues** , including split links, limited history access, and slow query responses. (70 reviews) - Users find the **navigation icons unintuitive** , leading to confusion when navigating the Glassbox interface. (65 reviews) - Users report **session management issues** such as slow loading times and frequent session expirations that hinder usability. (62 reviews) - Users find the **learning curve steep** , requiring additional training and better documentation to effectively navigate Glassbox. (61 reviews) - Users desire improved **customization options** in reporting and funnel creation within Glassbox for enhanced functionality. (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. Real session playbacks **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 10, 2023 **What do you like best about Glassbox?** I find the session playbacks very powerful and address our needs to understand and resolve friction points **What do you dislike about Glassbox?** I find creating a funnel tricky it can simply take to much time. **What problems is Glassbox solving and how is that benefiting you?** Properly syncing customer issues among the teams and taking them off the table ### 2. Session Replay Rules **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2023 **What do you like best about Glassbox?** Glassbox most powerful feature is the session replay it has all details of a users session and doesnt miss any event **What do you dislike about Glassbox?** It would be most helpful if the system had more intuitive tool for javascript debugging **What problems is Glassbox solving and how is that benefiting you?** Debugging our website and reducing time to fix ### 3. Love the Interaction Maps **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** December 28, 2022 **What do you like best about Glassbox?** I am really pleased and satisfied with Glassbox Interaction Maps - Using them has enabled us to understand the parts of the page in our website where our customers spend their time **What do you dislike about Glassbox?** The interaction maps - having to reload the screen maybe 20 times before getting a screenshot is a little tiresome. It'd be great if it just worked first time and it had a way to look back in time too **What problems is Glassbox solving and how is that benefiting you?** Seeing where and how customers engage with the website and mobile app - understand which parts of application are more engaging and which are less and of course what to develop next ### 4. Strong Interaction Maps **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 23, 2023 **What do you like best about Glassbox?** Interaction Maps are proving to be very powerful and important to us. We use them on an on-going basis and are very happy with them as they have a high business benefit **What do you dislike about Glassbox?** We would love to be able to provide a generic interaction map which is the sum of all interactions (rather than just a table and a sample map) this would be very important **What problems is Glassbox solving and how is that benefiting you?** Identifying where our customers are spending the bulk of their browsing efforts. We can see the experience as the customer has it and continues to improve it, which is great ### 5. Deep linking from quailtrics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Glassbox?** The Deepl linking from Qualitrics allows us to navigate from a feedback directly to the session **What do you dislike about Glassbox?** The issue I have are with the Support responses and datadog integration **What problems is Glassbox solving and how is that benefiting you?** Using Glasbox for customer support and navigating from CS requests to the specific sessions ### 6. Reporting any issue **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2023 **What do you like best about Glassbox?** ability to review sessions reporting issues **What do you dislike about Glassbox?** We would like to be able to attach an order id to the sessions so we can find them more easily **What problems is Glassbox solving and how is that benefiting you?** reducing customer resistance on our site by clearing errors ### 7. session playback feature is best **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 12, 2023 **What do you like best about Glassbox?** The session playback of general sessions, which our system contains is great **What do you dislike about Glassbox?** At a first glance (still exploring platform), it isn't available throughout **What problems is Glassbox solving and how is that benefiting you?** Looking for any upsell and problems in our website and mobie ### 8. Very Powerful Interaction Maps **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 28, 2022 **What do you like best about Glassbox?** I love the Interaction Maps they are very powerful and provide me with the insights I require in order to advance mu business by seeing how customers are interacting with my website **What do you dislike about Glassbox?** I would be very happy if Glassbox were to offer the ability for extended historical data in some way or another. this would be very beneficial for us as we could understand our customer activity better **What problems is Glassbox solving and how is that benefiting you?** seeing how customers are using the website, production support and upping our service to provide a quicker time to resolution on errors and service request - also ### 9. replay session !!! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2023 **What do you like best about Glassbox?** True the best thing about Glassbox, is its session replay **What do you dislike about Glassbox?** The performance of the system could be better for us **What problems is Glassbox solving and how is that benefiting you?** Checking into the the rocky sessions of customers and fixing them ### 10. Viewing the session details **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2023 **What do you like best about Glassbox?** Considering everything - the best ability is bering able to view sessions **What do you dislike about Glassbox?** nothing specific to mention yet to be honest **What problems is Glassbox solving and how is that benefiting you?** being able to solve the troubled areas in the digital channel ### 11. Only Glassbox **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2023 **What do you like best about Glassbox?** Filling a niche only glass box does right now by letting us rewatch client experiences this helps us understand why customers act the way they do on the website **What do you dislike about Glassbox?** How inconsistently we can or can't find sessions - sometimes this is hard for us as we can't find the sessions we are looking for. Maybe this is an issue of retention **What problems is Glassbox solving and how is that benefiting you?** Seeing where our customers are struggling and why they are leaving our site. We can also see what causes them to be more engaged with our site. This drives a better CX ### 12. Works as intended **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2022 **What do you like best about Glassbox?** I do love it the options we have to filter it completly as needed this has a lot of benefits for us as we can quickly understand the source of things happening in our system **What do you dislike about Glassbox?** The options of organization trought the files are not the most optimal, that was an experience i would like to have it easier for organization becuase some times it can take to long **What problems is Glassbox solving and how is that benefiting you?** we can determine where our customers are struggling on our website and where they are leaving us and most important we can tell why, we can do this very quickly as well ### 13. dive into the customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2023 **What do you like best about Glassbox?** The core ability to dive into the customer experience is the strength of Glassbox. By understanding this, we can improve the experience and have customers who are pleased **What do you dislike about Glassbox?** No suggestions at this time. I'm still becoming familiar with the current capabilities -but what I can see it is working well for the team and me and is easy to learn **What problems is Glassbox solving and how is that benefiting you?** Improving our customer experience and better operational efficiency by dealing with errors quicker and reproducing customer issues in a timely fashion - this is great for us ### 14. See your customer CX **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Glassbox?** The possibility to watch the user's work processes **What do you dislike about Glassbox?** Get cross-sectional data about the user. **What problems is Glassbox solving and how is that benefiting you?** Looking for the reasons and zones where users stall as they cant progress ### 15. Great Flexibility **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2023 **What do you like best about Glassbox?** I love the flexibility of custom reports and the effectiveness of recorded sessions. it helps us validate the exact issue and experience our customer is having in our site **What do you dislike about Glassbox?** We have some issues with Usability. another thing we have is Inability to maximize session views, poor performance when recorded sessions get long. this is an issue we have - **What problems is Glassbox solving and how is that benefiting you?** Improving our customer experience by seeing where our customers are finding it challenging to perform the task they have come for. This also provides a better Customer experience ### 16. Review for Customer Journey **Rating:** 5.0/5.0 stars **Reviewed by:** Aarthi K. | Experience Specialist II, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Glassbox?** I like the customer journey recap and it helps our business team to validate the pain points of customers thereby we reduces the painpoints of customers by creating the enhancements. **What do you dislike about Glassbox?** So far, there is nothing much I could say. Everything is good for me and it helps my team as well. **What problems is Glassbox solving and how is that benefiting you?** 1. Finding the customer pain points. 2.we are making user friendly dashboards and creating from it. 3.we can easily spot the bottleneck issues from customer point of view. ### 17. Superhub business flows **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** December 12, 2022 **What do you like best about Glassbox?** The business flows Glassbox comes with are very powerful. they allow us to identify which customer flows are working better than others and to understand why some products are more appealing **What do you dislike about Glassbox?** There are a few issues in Glassbox - Bugs in the journey map where customers are unable to click on the nodes - this can be very frustrating some times. but in general, the solution is to deliver value **What problems is Glassbox solving and how is that benefiting you?** See which campaigns are working better and see why customers are engaging with us and where our website is not performing the way it should - optimise our conversions ### 18. Helps us with making the right decisions **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about Glassbox?** sense of easability without needing a degree in Glassbox to understand/use . WE can get all the insights we need very easily and this is helping us make the right decisions **What do you dislike about Glassbox?** Interaction maps are poor UX; need to think like an end user and how they would use/need data such as plugin browser and 'shop the site' much to improve vs current experience **What problems is Glassbox solving and how is that benefiting you?** We use Glassbox to see how our customers are using and engaging with our website and where they have friction points - we can then use this to fix the website and see how our customers are using it ### 19. Great for Tracking live player activity **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** December 12, 2022 **What do you like best about Glassbox?** Glassbox is great for tracking the live player activity and for understanding where our customers and business users are spending their time and the kind of experience they have **What do you dislike about Glassbox?** We do have some glitches on the augmented journey map - so I guess I would like if we have a Quicker user journey and less glitches - this would be very important for me **What problems is Glassbox solving and how is that benefiting you?** See how customers are using our website and what kind of capabilities they use more than others and where they are leaving us and why they are doing so - this is very important ### 20. Great Tool for UX specialist **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about Glassbox?** The ease of use between all the different sections 😊there are many capabilities in the solution but what I like best is how each one leads to the other to provide a great understadning of issues and product **What do you dislike about Glassbox?** because I'm in system all the time I could do with live chat function when I need help for instant answers (but appreciate not all your clients are probably working in system all the time) **What problems is Glassbox solving and how is that benefiting you?** Designing a better product for our users - understanding how our customers are interacting with the new features we release and making sure they have an exceptional experience ### 21. Great platform and easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2023 **What do you like best about Glassbox?** Organization of platform and design. There are so many possibilities with glass box! **What do you dislike about Glassbox?** Takes some time to learn how to use options **What problems is Glassbox solving and how is that benefiting you?** Allows for better engagement ### 22. powerful tool that allow us to transform fast the data into meaningful business actions. **Rating:** 5.0/5.0 stars **Reviewed by:** Thomas C. | Senior Marketing Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2022 **What do you like best about Glassbox?** - The level of depth we get from the analysis/solutions, and the straightforward recommendations (from the automated dashboard of BI sessions/experts) allow us to transform fast the data into meaningful business actions. - The easiness to integrate and use Glassbox and multiple automation/dashboards to make the life of the user simpler (can’t wait to see more once I have my full access) - The excellence of the customer success team. Always responsive, clear in the recommendations/plans, efficient in the implementation, adapting the response to different levels of urgencies, great relationship with global and local clients, pro-active proposals to always make more value from the tools, training set up etc. - The variety of use cases. Now we are focusing on Direct to Consumers / eCommerce but I see a great deal of value we could get by implementing the solution in our brand platforms as well and partners' eCommerce platforms. 5 Stars indeed! **What do you dislike about Glassbox?** I would say that the account creation part as we cannot have too many accounts without using the SSO. But the problem is quite specific to our company I would imagine and the SSO integration failure is driven by our Security team now. **Recommendations to others considering Glassbox:** The powerful insights can be used by every department and across multiple applications - should be part of every user-centric company CX stack **What problems is Glassbox solving and how is that benefiting you?** We wanted to make the life of the user simpler and have an all-in-one dashboard to drive business innovation and improve our relationship with our clients and users ### 23. Tool helps get things prioritized quicker and more effectively, but customer support is non existent **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** July 25, 2022 **What do you like best about Glassbox?** The ability to track customer interaction on screen and see what is the experience is like from their side and what drives their behavior **What do you dislike about Glassbox?** Make it easy to view session cam recordings from Qualtrics or external platforms. Customer support needs to be there to help. **What problems is Glassbox solving and how is that benefiting you?** The ability to capture 100% of our customers digital journeys to ensure that we will find answers to any painpoints. ### 24. A super valuable tool to our product and engineering teams **Rating:** 5.0/5.0 stars **Reviewed by:** Rodrigue C. | Lead Solutions Architect , Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2022 **What do you like best about Glassbox?** The ability to share data with multiple teams as well as the amount of support and training we receive from the Glassbox team. The customer success team is creating a nice report/dashboard for us which makes it easier to find data and export relevant findings **What do you dislike about Glassbox?** I would have liked to use the more technical parts without the need for support but Glassbox is doing a good job with the training so that will happen eventually **What problems is Glassbox solving and how is that benefiting you?** Helping the product/XD/engineering teams to reproduce complaints and bugs coming from our users. We can find and fix issues faster and in a more accurate way ### 25. Ability to Understand! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** November 29, 2022 **What do you like best about Glassbox?** I love the fact that I have the full ability to understand and get insights on consumer behavior. this goes a long way in helping us to drive our business in the right direction **What do you dislike about Glassbox?** Nothing too much however to be fair - sometimes we have issues with access to the dashboards which could take some time , but overall - everything is great and useful **What problems is Glassbox solving and how is that benefiting you?** Understanding which issues need to be fixed on our website and where is it not performing well. reduce the customer abandonment from our website and increase customer experience ### 26. See all issues customers are facing **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2022 **What do you like best about Glassbox?** I love the possibilities to explore some of the issues our customers are facing online, this allows us to address them in a timely manner without loosing out on the customer experiance **What do you dislike about Glassbox?** It would be great if the system allows you to edit your filters from a funnel you have created in recorded sessions. otherwise we need to jump to the funnel page and edit it there - **What problems is Glassbox solving and how is that benefiting you?** Understand customer problems and fix them on time before they affect customer experience. also it helps us understand the reason behind the conversion of our marketing campaigns ### 27. Excellent Visualization **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2022 **What do you like best about Glassbox?** Glassbox provides us with great visualisation to better understand how our customers are interacting and working in our web site. these insights are very valuable for us **What do you dislike about Glassbox?** The data glossaries could be made better but other than that I am very happy with the solution as it helps us with our daily jobs on an on going basis which is great ! **What problems is Glassbox solving and how is that benefiting you?** Understanding where out customers have frustration with our solution and where they are getting value- why do they leave us and why do they continue with us and what needs to fixed ### 28. The error messaging reports! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2022 **What do you like best about Glassbox?** I just love the The error messaging reports! they automatically indicate and surface to me where the issues may be residing and this enables me to quickly address them **What do you dislike about Glassbox?** The Interaction maps could be more consistent some times its hard to tell how exactly the page looks like and things could get very easily confusing for us which is a shame **What problems is Glassbox solving and how is that benefiting you?** Viewing and solving the errors we have in our site before they turn into something big which could impact our customer's experiences with our brand - this increases our performance ### 29. Reducing errors in the system **Rating:** 5.0/5.0 stars **Reviewed by:** latisa j. | Product Owner, Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Glassbox?** Being able to see exactly what happens on claims to determine errors in our systems this way we can minimize the errors and make sure there is no frustration on the customer side **What do you dislike about Glassbox?** Make it easier to search and sort through recordings it can be a bit much that would be really great for us and our needs and would give us a better experience with the product **What problems is Glassbox solving and how is that benefiting you?** Understanding how customers are using our site and and making sure they have a flawless experience and are able to do what they came for in the first place to our site ### 30. Love having the clear images **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2022 **What do you like best about Glassbox?** I like having clear images to see what my customers are doing on my website - this gives me the image of where they are having frustrations and are unable to perform what they are looking to do **What do you dislike about Glassbox?** Increasing how often screen scrapes are captured. We find most times they are not captured when we need to investigate an escalation. this may becuase of a retentation issues **What problems is Glassbox solving and how is that benefiting you?** Investigate escalations and understand exactly what our users are experiencing in our website, reducing the time it takes to close issues in the contact centre. ### 31. Tool for Improving CX **Rating:** 5.0/5.0 stars **Reviewed by:** Sri B. | Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Glassbox?** Realtime Customer Experience Journey could be captured, great insights are being captured **What do you dislike about Glassbox?** Nothing i could think of, there are lots this tool has & it could do and if someone is disliking it would recommend them to explore more **What problems is Glassbox solving and how is that benefiting you?** It helps in capturing real time CX, the most journey Customers are taking which is of great value to improve the CX ### 32. Precise and shows us what our users are doing **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2022 **What do you like best about Glassbox?** Of course it has to be the funnel studio. The session replay is precise and shows us what our users did and with the funnel studio we can simply drag events from the session and based on that create an ad-hoc funnel which works retroactively and tells us of customers that following the same sting of events. This really quantifies the impact of sessions with struggles and frustration points so that we can tell how quickly and how important it is that we take care of the matter before it turns into something big. **What do you dislike about Glassbox?** It would be good if we were able to search sessions based on the IP address. Sometimes our site have issues which are specific to a Geo Location or an IP address. being able to search session based on a IP address or zone (not Geo location which we have) which could be specific to a certain area or proxy setting would be very helpful for us (I was told that this is coming our in next version - so hoping will get this soon) other than nothing to complain about (that is the only reason I am giving a 9 star and not 10) **Recommendations to others considering Glassbox:** Work with the vendor consulting team. They have great insights on how to use the system in the best way which was suited to our business and provided us with information which would have taken us a long time to understand on our own (though now we are much more self-sufficient) **What problems is Glassbox solving and how is that benefiting you?** Reducing the number of errors in our site and the time is takes to find and fix them improving our customer experience and engagement. ### 33. Review for Glassbox **Rating:** 5.0/5.0 stars **Reviewed by:** Aarthi K. | Experience specialist II, Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2022 **What do you like best about Glassbox?** I am able to analyse and understand the customer journey by using that I am able provide insights to my team. In a simple word, this is just awesome. **What do you dislike about Glassbox?** This tool is applicable for live zone alone which seems to be a disadvantage from my end. **What problems is Glassbox solving and how is that benefiting you?** Analysing customer pain points by Glassbox session and getting impact analyses. ### 34. Powerful tool that leverages VoC data to improve SCAT and NPS **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah M. | Senior Manager of North America, Voice of Customer, Enterprise (> 1000 emp.) **Reviewed Date:** May 01, 2022 **What do you like best about Glassbox?** I like that I have visibility into the real context of the issues consumers are facing when they browse and shop on our site. I also like that I can share the capture sessions with others. It has greatly helped us push for change in our organization when we can show stakeholders the struggles our customers are facing firsthand. **What do you dislike about Glassbox?** Playback and scrolling would be the one thing that needs to be improved. It needs something like youtube where it's easy to scroll and a preview of what you're scrolling through shows up so that would be a great addition. **Recommendations to others considering Glassbox:** Integrate Glassbox with other tools in your CX stack - allows to improve internal communication **What problems is Glassbox solving and how is that benefiting you?** Visibility into what consumers are going through and why they are behaving in a certain way. Glassbox enables us to capture and track every action done on our website and later analyze it and draw conclusions. ### 35. Great tool for viewing funnel and customer session replay **Rating:** 5.0/5.0 stars **Reviewed by:** Joseph K. | Senior experience specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Glassbox?** Session replay Funnel Reports Alerts Zoning analysis **What do you dislike about Glassbox?** Not much insights on javascript, image issues in the waterfall. If the page doesn't have glassbox js loaded capturing error is not possible We need to think about server side injection **What problems is Glassbox solving and how is that benefiting you?** Session replay helps to identify what exactly customers are facing through detailed steps . Helpful in identifying edge case scenarios ### 36. Really Amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Teresa N. | Customer Experience Owner, Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2022 **What do you like best about Glassbox?** I like that I am able to see the replay of my customer's interactions. I like that events are easy to filter on and that there is a lot of flexibility. **What do you dislike about Glassbox?** I can't use the funnels that I created in other reports. Also, the Funnel reports appear to be locked and I can't bring in other widgets. **What problems is Glassbox solving and how is that benefiting you?** We are using Glassbox to investigate why more users are not adopting our site. We are investigating where they are dropping off and the problems they are experiencing before abandoning the site. ### 37. One of the best analytics tools available today in the market **Rating:** 5.0/5.0 stars **Reviewed by:** Charlie W. | E-Commerce and Content Executive, Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2022 **What do you like best about Glassbox?** Glassbox is literally the only way that I can view certain areas of the site without making a purchase, see exactly what the customer sees, how they interact and use the site, and their habits and actions that we couldn't predict or prepare that Glassbox lets us see. **What do you dislike about Glassbox?** Just getting used to the new layout, and making sure I use all the tools, as so many good areas that we're underutilizing, which is our issue not Glassbox! **What problems is Glassbox solving and how is that benefiting you?** Deep insight inter customer behaviour, issues and actions. ### 38. Really useful **Rating:** 5.0/5.0 stars **Reviewed by:** Matt T. | Conversion Rate Optimization Manager, Enterprise (> 1000 emp.) **Reviewed Date:** September 01, 2022 **What do you like best about Glassbox?** Session Replay and funnel studio capabilities are amazing - all the data is captured and presented in multiple ways, which makes it super easy to find what you're looking for **What do you dislike about Glassbox?** masking/omission is difficult due to my industry and lack of coding knowledge **What problems is Glassbox solving and how is that benefiting you?** Our main use cases are funnel abandonment and UX/UI issues which is easy to track now that we have Glassbox. All of our KPI's are tracked through it and the insights are shared with teams across the organization which improves collaboration ### 39. Really useful abilities and super insightful **Rating:** 5.0/5.0 stars **Reviewed by:** Lasya R. | Service Delivery Lead, Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2022 **What do you like best about Glassbox?** Watching sessions and seeing what the user sees. I love the overall user interface and intuitively of the system. Very easy to use and operate **What do you dislike about Glassbox?** So far everything works perfectly - I would love to be able to ee more sessions as time goes by **What problems is Glassbox solving and how is that benefiting you?** Seeing what the users are experiencing and prioritizing what needs to be addressed first ### 40. Can't wait to use it more **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2022 **What do you like best about Glassbox?** Love the session recordings and the ability to jump from one place in the session to another with a click. The overall system is user-friendly and straightforward to navigate through **What do you dislike about Glassbox?** Yesterday was my first time using SessionCam in several months and I had no issues, but back when I used it regularly about a year ago, there was a frequent issue with downloading the recordings; they would not download - looks like it's working now **What problems is Glassbox solving and how is that benefiting you?** See what our users go through when on our website and how we can improve new products adoption ### 41. Analyzing journeys and improving CX **Rating:** 5.0/5.0 stars **Reviewed by:** Rebeca T. | eCommerce Web & Mobile Product Owner, Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2022 **What do you like best about Glassbox?** Great tool for analyzing digital journeys and collecting insights on events happening on the website or mobile app. Glassbox is a must-have tool for every customer-focused company **What do you dislike about Glassbox?** I would love to be able to generate specific reports faster **What problems is Glassbox solving and how is that benefiting you?** Improving product offering, testing different website and app versions to see which is generating better traffic and increasing user engagement ### 42. Invaluable data **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2022 **What do you like best about Glassbox?** Session replays - super interesting and gives us a lot of insights into what users doing **What do you dislike about Glassbox?** Easier ways to configure ""final outcome"" pages - eg if a form complete is our main sales target, what are the pathways leading to that particular outcome that should be optimised. Right now the insights are more about page to page than final outcome **What problems is Glassbox solving and how is that benefiting you?** Easier way to see events and what led to these events - we needed a tool that can provide context ### 43. Really insightful **Rating:** 5.0/5.0 stars **Reviewed by:** Matt P. | Sr Manager, Wireless Experience, Enterprise (> 1000 emp.) **Reviewed Date:** August 21, 2022 **What do you like best about Glassbox?** Being able to use entered text as a search criteria to identify web sessions, makes the search for specific sessions much easier **What do you dislike about Glassbox?** Clean up the inconsistent behavior when trying to navigate to specific parts of playback. Also provide a reason for a session ending (customer ended, system timeout, error, etc) **What problems is Glassbox solving and how is that benefiting you?** Being able to track and analyze the behavior of our users in an automated way and also generates actionable insights. We are now able to make decisions based on 100% data and in a timely fashion ### 44. Complements our CX stack perfectly with valuable insights **Rating:** 5.0/5.0 stars **Reviewed by:** Ylam S. | Sr. Manager, Website Operations, Enterprise (> 1000 emp.) **Reviewed Date:** April 10, 2022 **What do you like best about Glassbox?** I love the recording session and the filters to find recordings. Very valuable insights. We can filter and save the sessions with important events and use them at any time to analyze users behavior. **What do you dislike about Glassbox?** At first, it takes time for new users to navigate the tool but Glassbox provides training and weekly tips that make it easier to find the data we are looking for. O can also set up a favorites view for quicker access. **Recommendations to others considering Glassbox:** The tagless capture and session replay abilities aren't the only thing that differentiates Glassbox from other tools - the amount of data is enormous and valuable. When testing the system, focus on the data that affects your revenue to fully understand what Glassbox can do. **What problems is Glassbox solving and how is that benefiting you?** Detecting errors and friction points in the website flow. With Glassbox, I don't waste time on detection - with a click of a button I go into the relevant sessions and see what happened to the user and quickly address and fix any struggles that affected the experience. ### 45. good for filtering the issues **Rating:** 5.0/5.0 stars **Reviewed by:** Aashutosh A. | Sr Software Eng, Enterprise (> 1000 emp.) **Reviewed Date:** November 07, 2022 **What do you like best about Glassbox?** easy to use, we can view session replay and get to know exactly where the issue is. **What do you dislike about Glassbox?** We have very restricted access in our space as it has customer data so sometimes it becomes hard to access while working remote. **What problems is Glassbox solving and how is that benefiting you?** Helping to know customer pain points. ### 46. Simple to use and product insightful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Glassbox?** The system is very intuitive and the over look and feel makes using the tool a hundred times easier. The dashboards and menus, aside from having an enormous amount of data, are easy to find and analyse even if you’re not technical oriented person. I’ve been using it for some time now and was able to extract amazing insights on how different website elements loading time (like images and videos) differs from one operating system to another and the affect it has on user behaviour and therefore our conversion rate and ability to deliver a seamless experience. **What do you dislike about Glassbox?** Faster loading menus would be great, aside from that everything is good **What problems is Glassbox solving and how is that benefiting you?** The Glassbox system sends us real time email alerts when a feedback is submitted and rather than wasting time trying to understand what’s the issue and escalating to the IT department, we have a link in the email which takes us straight to the user’s session and we can see what was the event that drove the user to leave a specific feedback. ### 47. Excellent sessions and reporting abilities **Rating:** 5.0/5.0 stars **Reviewed by:** Sunil S. | Advisor and Service Technology, Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2022 **What do you like best about Glassbox?** User sessions are valuable and give us tons of information about events we couldn't see before. Reporting is advanced and comes with tons of customisation **What do you dislike about Glassbox?** I'd love to see all script/CSS files... if is there an easy way to see them while replaying user-recorded sessions. **What problems is Glassbox solving and how is that benefiting you?** Optimize our technology and offers based on front-end events and users experience ### 48. Clean and organized **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** September 13, 2022 **What do you like best about Glassbox?** Till now the solution looks very clean and organized. I am using Glassbox for session replay and can quickly playback sessions and search inside of them for any element I need **What do you dislike about Glassbox?** The playing overlay could be a bit improved. but I have been using the session replay and that works great. So not very much to add here - all in all I am very happy with what I have. **What problems is Glassbox solving and how is that benefiting you?** Identifying the areas in our site which are not working correctly and fixing them. Lowering the number of support requests we have and the time to resolve them as we can see how customers are using our site ### 49. A must have tool for product managers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2022 **What do you like best about Glassbox?** That I can view just about any user session to help troubleshoot negative sentiment. I love that I can integrate my current tools with Glassbox, so I have all the data I need in one place **What do you dislike about Glassbox?** Suggestions to me, a PM user, about additional functionality I should be using and how to do so. **What problems is Glassbox solving and how is that benefiting you?** Improve new products and features adoption by optimizing the website navigation and seeing the interaction of users in different areas of the website ### 50. Seeing sessions and generating lots on insights **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Glassbox?** Being able to review videos of user sessions with minimal friction and to understand what is happening during their journey **What do you dislike about Glassbox?** On recordings of sessions where HTTP auth is requested, it pops up an HTTP auth box on my browser. Not sure if it's my browser **What problems is Glassbox solving and how is that benefiting you?** Glassbox enables me to see deeper into users' digital journeys and see what technical issues they are facing which allows me to quickly get to the root cause and fix it before it affects NPS or revenue ## 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?page=10§ion=pricing&secure%5Bexpires_at%5D=2026-07-20+06%3A43%3A59+-0500&secure%5Bsession_id%5D=23925a1f-456f-4b28-a290-3204d0a8314e&secure%5Btoken%5D=975952fde5ebc8b80b7085eda560efe61894fd2cd309c9ca71c8a597b559996a&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 (630 reviews) - [Heap by Contentsquare](https://www.g2.com/products/heap-by-contentsquare/reviews) - 4.4/5.0 (1,074 reviews) - [Fullstory](https://www.g2.com/products/fullstory/reviews) - 4.5/5.0 (1,032 reviews)