--- 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: '2026-07-15' 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 praise the **ease of use** of Glassbox, enabling immediate access to insights without delays in analysis. (210 reviews) - Users value the **robustness and integration** of Glassbox's session replay, enhancing issue resolution and customer insights. (190 reviews) - Users value the **immediate insights** from Glassbox, enabling timely interventions and accurate customer experience analysis. (174 reviews) - Users find the **customer visibility** feature of Glassbox exceptionally helpful for effective troubleshooting and user experience analysis. (132 reviews) - Users value Glassbox's **deep customer understanding** , enhancing issue resolution and validating customer interactions effectively. (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** like split links, limited history, and slow queries that hinder usability and understanding. (70 reviews) - Users find the **navigation and icons not intuitive** , leading to difficulties in understanding and using Glassbox effectively. (65 reviews) - Users face **session management issues** , including slow loading times and frequent session expirations, complicating their experience. (62 reviews) - Users suggest that a stronger focus on **customer training** would enhance understanding of Glassbox's features and interface. (61 reviews) - Users note the **lack of customizable reporting features** in Glassbox, limiting their ability to analyze and create reports effectively. (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. Voice of the Silent ! **Rating:** 5.0/5.0 stars **Reviewed by:** natasha l. | Enterprise (> 1000 emp.) **Reviewed Date:** February 19, 2024 **What do you like best about Glassbox?** I love the ability to be able to directly fix any issues from a users perspective as opposed to guessing where drop offs are. I also like the filtering options to be able to directly gauge conversion/any issues from a specific scenario. We have been using Glassbox Voice of the Silent and its proving to be a a great way to understand which feedbacks are worth payiny attention to based on the the number of customers who shared the sane experiance **What do you dislike about Glassbox?** The interface is sometimes quite confusing, as there is a lot of hoops to jump through to get desired data. Some of the terminology is not abundantly clear to people who are coming to it fresh with no experience, and I'd like the option for more live demonstration to help me decipher what information I need an fthe best way to get it **What problems is Glassbox solving and how is that benefiting you?** Fixing our site and providing our customers with a better experiance ### 2. The integrity of the Glassbox **Rating:** 5.0/5.0 stars **Reviewed by:** D K. | Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2024 **What do you like best about Glassbox?** Being able to see what the user sees on the UI side. It's extremely helpful for identifying bugs. The main point that is paramount for us is that no sessions go missing, and the session count and data we see in Glassbox is compatible with other solutions in our stack. This is very important for us as it means we can rely on the solution and be compliant. **What do you dislike about Glassbox?** This is an extremely helpful tool. I'd say the only improvement that could be made would be to change the default search period from now to like last day or week. I'm almost never looking for an active session when trying to track down a bug. **What problems is Glassbox solving and how is that benefiting you?** Finding and fixing bugs in our site and mobile app. We can basically pick up any issue, whether its a technical - like a JS, CSS or AJAX bug or experience issues such as rage dead clicks and issues we ourselves define as struggles. We then solve these problems. ### 3. Single Tenant Support **Rating:** 5.0/5.0 stars **Reviewed by:** Meipo L. | Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2024 **What do you like best about Glassbox?** For us there were not many options as Glassbox is the only solution we found which could handle the security and performance requirements of our envirnoment. We require a single tenant to address our security isolation needs and the requirment for not sharing our resources with others which would have effected our performance. Other than that I love Glassbox - the steps and actions that users go through are clearly stated on the side, which saves me time by going directly to the reported steps for review **What do you dislike about Glassbox?** Images are not captured properly sometimes in the recording, which could be confusing if that was an user's problem or a glassbox's problem. It'd be better to have this fixed so that I won't be distracted by these minors bugs :) **What problems is Glassbox solving and how is that benefiting you?** Looking into our customer joruneys during their bookin process and fixing errors in their joruney quickly and effectively. Also monitoring the adoption of new business lines ### 4. Mobile Ready **Rating:** 5.0/5.0 stars **Reviewed by:** Charbel S. | Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2024 **What do you like best about Glassbox?** The best thing about Glassbox is its support for of our mobile framework. we tried other solutions in past and found that they had an impact on the perfromance of the app making it unstable or in some cases un responsice on oue customer's device. I am hapy to say that with Glassbox we have found that there is no inmpact on our app's performance. what is more all the PII infomation is not captured while valuable info frrom our customer's journey - which we use to improve their experiance is captured and used for analysis. **What do you dislike about Glassbox?** I would be happy if the tool were more intuative to use, I some time get lost with all the varios query filters. I understand that Glassbox have a new feature coming out GIA? which should make things easier on us from that perspective **What problems is Glassbox solving and how is that benefiting you?** Understadning and solving the areas in our app where our customers are stuggleing, being able to see what needs to be taken care of first and using the sessions as a source of truth which we can all act on ### 5. 2/18/2024 **Rating:** 5.0/5.0 stars **Reviewed by:** D L. | Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2024 **What do you like best about Glassbox?** This will be a bit long - so stay with me here. In our bank we recevie great value from analyzing the activity sequnce of our customers. We do this in order to identify new revenue streams, predict crashes and detect various long term business treands. One of the key issues we had with our previous solution was in the time 'wasted' during the wating periond before we were able to gain insights. This was becasue what we called a 'data gather delay' where the time spent collecting data for the chosen sequence created for us a wait before we were able to validate the hypothasis and take action. With Glassbox this is not the case as all elemetns and actions are immdieatley available for analysis so we dont miss out on and timley interventions and have no delay in indetifying potential revenue opps **What do you dislike about Glassbox?** I will be honest it sometimes seems too complicated if you're not familiar with all the (amazing) features. maybe its an issue of getting to work with the system more. **What problems is Glassbox solving and how is that benefiting you?** We use Glassbox to confirm new revenue streams and to identify potential issues likecrashes before they take an impact on customer engagment and CSAT ### 6. determine customer pain points **Rating:** 5.0/5.0 stars **Reviewed by:** Judy L. | CX Owner, Enterprise (> 1000 emp.) **Reviewed Date:** July 09, 2024 **What do you like best about Glassbox?** I like viewing the Recorded Sessions as I'm interested in the customer journey for my product and want to use this tool to determine customer pain points and frictions **What do you dislike about Glassbox?** Solution works as described and nothing out of the ordinery. It provides us with insights on customer friction points **What problems is Glassbox solving and how is that benefiting you?** I want to better understand what customers see on MBOL and CBOL on various flows, such as credit card application, making a payment, redeeming ThankYou points, or taking a lending product ### 7. customize the dashboard and mobile support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2024 **What do you like best about Glassbox?** The ability to customize the dashboard and be able to filter and follow the events that I need. I can track specific users, or users that have triggered specific events and also see the screens that the users went through. Also the support of mobile this is one of the main reasons me moved away from Contentsqaure **What do you dislike about Glassbox?** To have the ability to customize the quick filters section, and be able to have my most used filters **What problems is Glassbox solving and how is that benefiting you?** Zooming in on any friction areas our mobile customers have building funnles to track customer abandonment ### 8. Powerful Journey Map **Rating:** 5.0/5.0 stars **Reviewed by:** Victoria H. | Enterprise (> 1000 emp.) **Reviewed Date:** February 19, 2024 **What do you like best about Glassbox?** The Glassbox Journey map is very powerful in terms of the analysis it provides. In recent tools we used we had to search for the struggles and experience issues and correlate them to user behaviour to understand if this was driving customers to leave. The power of the journey map is that the bulb insights point us where to focus and which errors need to be fixed first **What do you dislike about Glassbox?** I think there is a great opportunity for you to improve by providing a a quick and easy way to download and share the interaction maps as Jpgs. I can't be the only one that uses these in presentations. Being able to similar but not identical webpage interaction maps side by side would also be great. **What problems is Glassbox solving and how is that benefiting you?** zeroing in on our customer joruney, finding and fixing errors in their sessions and building a better site for our customers ### 9. Powerful Chrome extension **Rating:** 5.0/5.0 stars **Reviewed by:** Joshua R. | Dev Ops, Enterprise (> 1000 emp.) **Reviewed Date:** June 14, 2024 **What do you like best about Glassbox?** to review sessions and specifically see how our customers are working on our website. I use the new chrome extension which is really helpful and means I can see a specific configuration of a page without needing to go into the site **What do you dislike about Glassbox?** nothing, it's all good. The tool is very useful and addresses all of my needs! **What problems is Glassbox solving and how is that benefiting you?** Because I can see our customers' journeys and how they interact with the site, I can understand their experience and where they struggle and what needs to be fixed. ### 10. Super helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Amit A. | Product Manager, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2024 **What do you like best about Glassbox?** Augmented Journey Map: It's super helpful to analyse the paths most taken which is given the best conversions to double down the efforts accordingly. Error Logs: Exhaustive Console Error Logs helps in identification &m resolution of errors which hinders the user experience unnecessarily. **What do you dislike about Glassbox?** Longer retnetion of data would be beneficial **What problems is Glassbox solving and how is that benefiting you?** Inbound Lead Funnel Optimisation: Inbound Lead at Whatfix has the highest share in our ARR and increase influx of inbound leads fuels our growth engine. With Glassbox, we are taking a data driven approach to increase the conversion rate on our website. ### 11. Quick Visuals **Rating:** 5.0/5.0 stars **Reviewed by:** Victoria H. | Product owner, Enterprise (> 1000 emp.) **Reviewed Date:** June 26, 2024 **What do you like best about Glassbox?** I really like the Quick visuals of where people are clicking. This helps us to identify any friction between their experience and how the site is operating **What do you dislike about Glassbox?** Would prefer if there was a roll up of where struggles are happening or calling out those people so we could dive deeper. Also a recording that pulls multiples together/journey **What problems is Glassbox solving and how is that benefiting you?** Searching for the friction points and solving them and finding how we can provide our customers with a better experience ### 12. Showcase the results **Rating:** 5.0/5.0 stars **Reviewed by:** Hunter P. | Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about Glassbox?** Recorded sessions are wonderful. I love that I can go back, based on a certain URL and timeframe and find user sessions that showcase pain points (rage clicks or multiple clicks) and can save those sessions to notate for my team. I also love using the interaction maps. **What do you dislike about Glassbox?** I definitely think there are ways to simplify the platform for use when setting filters. It can get confusing on what everything means or how to apply the filters. I've also run into issues with sessions not loading or the application crashing. Thankfully, I've run into that issue less frequently in the last year. **What problems is Glassbox solving and how is that benefiting you?** Taking the customer joruney and learning from it so that can deliver a better service by reducing the pain points ### 13. Closes the feedback loop **Rating:** 5.0/5.0 stars **Reviewed by:** Nicholas T. | Enterprise (> 1000 emp.) **Reviewed Date:** March 27, 2024 **What do you like best about Glassbox?** I like Glassbox as it closes the feedback loop for my products. I am able to know what are the struggles and make improvements to my products. **What do you dislike about Glassbox?** My main gripe of the Glassbox portal is the icons on the left navigation bar. The icons not intuitive enough for me to know what is what. I would suggest having labels there. **What problems is Glassbox solving and how is that benefiting you?** REducing the time it take to solve problems in our website. Glassbox has a very deep level of data and insights which we can use to identify all friction points - in way which other solutions simply cant. Also being in an FSI industry we needed a vendor which was fit out strict reglations - Which Glassbox does ### 14. Love it! **Rating:** 5.0/5.0 stars **Reviewed by:** patrick C. | Digital Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** August 08, 2024 **What do you like best about Glassbox?** love being able to understand our customers and how the interact with the website/app. Allows to implement new ideas to create a more frictionless and seamless experience **What do you dislike about Glassbox?** takes time to get familar with the solution **What problems is Glassbox solving and how is that benefiting you?** Finding where our customers are having pain and struggle points across the funnel. ### 15. No need for Tagging **Rating:** 5.0/5.0 stars **Reviewed by:** Terecea G. | Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 19, 2024 **What do you like best about Glassbox?** The ability to watch recorded sessions and understand what is going on on my website. Another good thing is that I can trust the system and the insights it provides. I am not sure this is a good tool for an SMB because it has many capabilities which some are complex - but for companies our size with regulation constraints such as PII, ISO and single tenant, Glassbox fits like a glove **What do you dislike about Glassbox?** Glassbox has a slow loading time, I would love to see speed improve. This could be due to the number of sessions we capture **What problems is Glassbox solving and how is that benefiting you?** The better operation of our website so that it is always functional and delivers our customers with a good experience and engagement level across their journey. Fixing bugs and reducing site down time ### 16. Friendly UI **Rating:** 5.0/5.0 stars **Reviewed by:** Jane L. | Enterprise (> 1000 emp.) **Reviewed Date:** February 15, 2024 **What do you like best about Glassbox?** I like the friendly UI of glassbox console, everything is well organized and well laid out on the screen. It is easy to search the recorded sessions using different search criteria. It covers all the information that we need for investigating each session, including the browser information, IP address and device information. It is also easy to import, export and share sessions. **What do you dislike about Glassbox?** There are too many columns on the default recorded sessions page. I think some of them can be hidden first, for example, Start Time (GMT) column. and it would be helpful if there are some real time tips for searching and other usage. **What problems is Glassbox solving and how is that benefiting you?** investigating errors in our customers sessions and locating the areas which are prone to issues. fixing them and giving our customers a better digital experaince ### 17. Love the Augmented Journey Map **Rating:** 5.0/5.0 stars **Reviewed by:** katianne p. | Product Owner, Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2024 **What do you like best about Glassbox?** I like the concept of the augmented journeys. The recorded sessions are also useful. **What do you dislike about Glassbox?** There is a lot functionality, which is great but also makes it overwhelming. It'd be nice if I could just say what I'm looking to learn about the data and then be directed where to go or simply told the answer (via an AI assistant maybe) **What problems is Glassbox solving and how is that benefiting you?** Operational savings by spending less time i understanding the root cause behind customer struggle ### 18. Recreation of experience **Rating:** 5.0/5.0 stars **Reviewed by:** Praveen O. | Production Assurance & Support, Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2024 **What do you like best about Glassbox?** I like the fact that I can recreate the experiance my customers are having on the site and based on this understand exactly how they are engaged with our new site capabiliites and feaures on our digital channel. **What do you dislike about Glassbox?** improvement in screen element precision and font size as some issues are hard to identify **What problems is Glassbox solving and how is that benefiting you?** Time for releasing new features and site capabilities has decreased as we can now properly prioritize what needs to be done first. ### 19. Great retroactive search **Rating:** 5.0/5.0 stars **Reviewed by:** francisco p. | Product Owner, Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about Glassbox?** What I like in Glassbox is the ability to create funnels from events in the session. Previously we were using a tool where you had to tag each evet you wanted to make a funnel on **What do you dislike about Glassbox?** Until know what the most I liked and I used it Business flow to see the funnel that I built, interaction maps and recorded sessions. **What problems is Glassbox solving and how is that benefiting you?** We are using Glassbox to undersatnd where customers leave us and understand the reasons why ### 20. Understanding our customers **Rating:** 5.0/5.0 stars **Reviewed by:** Doug W. | Enterprise (> 1000 emp.) **Reviewed Date:** April 18, 2024 **What do you like best about Glassbox?** The Glassbox Augmented Journey Map provides: Details of our customer sessions, the reasons behind their exercise and the level of engagement. The fact I like best is that from here, we can dive into our customer timeline and see their sessions over time. This means that we can view our customer's experience across their entire journey with us - not just a single session. **What do you dislike about Glassbox?** The Onboarding process should be more proactive in my opinion **What problems is Glassbox solving and how is that benefiting you?** Understanding our customer behavior and resolving UX bugs in our site, which are affecting their experiance ### 21. Feel the user journey **Rating:** 5.0/5.0 stars **Reviewed by:** D u. | Enterprise (> 1000 emp.) **Reviewed Date:** March 25, 2024 **What do you like best about Glassbox?** using glassbox I can see and feel the user journey right from my desk. The ability to experience the exact steps taken by the user is priceless, **What do you dislike about Glassbox?** The interface is complex and not easy to use without guidance, the names of the tabs are very proffesional. **What problems is Glassbox solving and how is that benefiting you?** REducing the friction point of ousr customers by providing them an intuative interface for doing business ### 22. reports on actual user engagement **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2024 **What do you like best about Glassbox?** The ability to replay sessions and see what a user was "actually" doing instead of guessing. Being able to provide reports on actual user engagement comes in handy when the different business units want information on their section of the website. **What do you dislike about Glassbox?** I believe that improvements can be made to the functionality and layout of the reports. They aren’t responsive so when we show the report on the conference room TV compared to at a desk, or on laptop, they all layout differently, which will move things widgets to the bottom of the screen. Then when we get back to our desk we have to reformat the report layout again. There is also a great need for a Text Widget on the reports for explanations on things for when the designer of the report is not available or a new person is viewing it for the first time. **What problems is Glassbox solving and how is that benefiting you?** Identifying product Issues and usage pattens via our report. Improving our customer experiance and miminzie the call deflection to our service cetner ### 23. Simple **Rating:** 5.0/5.0 stars **Reviewed by:** Roger S. | Service Support Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** July 09, 2024 **What do you like best about Glassbox?** I like how simple it is to use and find sessions **What do you dislike about Glassbox?** A great deal of data which can sometimes be overwhelming **What problems is Glassbox solving and how is that benefiting you?** I am solving log in problems and account navigation and making sure our customers get a good expereriance ### 24. Very Insightful **Rating:** 5.0/5.0 stars **Reviewed by:** Avi B. | QA Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2024 **What do you like best about Glassbox?** The option to see the customer journey entirely, catching crashes and understand issues **What do you dislike about Glassbox?** Catch all error, filtering by custom attributes should be a lot more easy with a quick select from the favorites **What problems is Glassbox solving and how is that benefiting you?** Reducing and solving the errors and JS problems in our site. making sure that our site adheares to strict quality standards ### 25. Love those Heatmaps **Rating:** 5.0/5.0 stars **Reviewed by:** kristine a. | Director Digital Product, Enterprise (> 1000 emp.) **Reviewed Date:** March 25, 2024 **What do you like best about Glassbox?** I love the heatmapping tool to truly understand the engagement with various pages and where users click and struggle **What do you dislike about Glassbox?** exporting screen recording and heatmaps could be a bit better , currently is has a few issues **What problems is Glassbox solving and how is that benefiting you?** Fostering a better app for our customers and vendors while they browse the site ### 26. Great customer support **Rating:** 5.0/5.0 stars **Reviewed by:** conner t. | Global Experience Design, Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2024 **What do you like best about Glassbox?** My Customer Success Manager, Jason, has been very helpful lately. **What do you dislike about Glassbox?** Longer retention period would be helpful so that we can see older sessions **What problems is Glassbox solving and how is that benefiting you?** As a UX Research, I am TRYING to determine usability issues that need to be resolved, and feature usage/adoption, but the learning curve of this platform is very steep. ### 27. Strong Ad-Hoc Funnels **Rating:** 5.0/5.0 stars **Reviewed by:** Karla N. | Enterprise (> 1000 emp.) **Reviewed Date:** May 09, 2024 **What do you like best about Glassbox?** I like the way we can found seasons and replay it, the way we create funnels so easily so we can call the step from de season and forma the funnel so later we can view it in a different panel **What do you dislike about Glassbox?** meybe the interfaz its like a little bit old, but in functions its ok **What problems is Glassbox solving and how is that benefiting you?** Build funnel and understand user engagement in our solution ### 28. Business Oriented **Rating:** 5.0/5.0 stars **Reviewed by:** Jack P. | Enterprise (> 1000 emp.) **Reviewed Date:** January 30, 2024 **What do you like best about Glassbox?** Seeing as accurately as possible what our customers of visibly experiencing in our web apps. It complements our logging and helps us monitor releases. **What do you dislike about Glassbox?** A lot of the resources on the Glassbox website are sales oriented. But I'd like to see more resources geared towards engineers, how they best implement Glassbox, alongside guided tutorials how to get the most out of Glassbox. Selling the idea of Glassbox to 'Head of Product' is easy enough, but to really get the value out of the product it needs to be sold to the teams implementing and using it. **What problems is Glassbox solving and how is that benefiting you?** reducing the customer abandonment from our website and gaining higher level of adoption ### 29. Great for understanding CX **Rating:** 5.0/5.0 stars **Reviewed by:** Mitch P. | Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2024 **What do you like best about Glassbox?** Glassbox is great for understanding our users experience. We can see if our changes have the impact that we expect by walking through their session with them. **What do you dislike about Glassbox?** The filtering UI is not always intuitive. If the filters were showed explicitly (like in Datadog) then users of Glassbox can quickly understand the view they are looking at (this could be super when sharing views as well!). **What problems is Glassbox solving and how is that benefiting you?** We fix the bugs and erros our customers expiernace and give them the best joruney they could wish for! ### 30. Support trouble-shooting **Rating:** 5.0/5.0 stars **Reviewed by:** Dan J. | Bank Fraud Investigator, Enterprise (> 1000 emp.) **Reviewed Date:** March 06, 2024 **What do you like best about Glassbox?** I really like that when using glassbox, Im able to see things such as what the customer is seeing, but also see what type of device they are using which helps with navigation support and troubleshooting support as not all customers are tech savvy enough to know what type of phone they have and how to use it **What do you dislike about Glassbox?** It would be nice to be able to load multiple sessions at once in different screens for tech support **What problems is Glassbox solving and how is that benefiting you?** Troubleshooting customer errors and problems in service requests and lowering our resolution time ### 31. Strong the user interface **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2024 **What do you like best about Glassbox?** The colour of the user interface - it's not overwhelming **What do you dislike about Glassbox?** The help section seems to have some old content within it so that needs updating (something about a funnel link - or something like that was still in the section)- I was searching how to create funnels and the navigation to the 'How to create a funnel' seemed hidden. Instructions could be clearer **What problems is Glassbox solving and how is that benefiting you?** Redudcing the friction points of our customers during their digital purchase and making it easier for them to complete their transactions ### 32. Great CX info **Rating:** 5.0/5.0 stars **Reviewed by:** Gigi S. | Marketing Owner, Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2024 **What do you like best about Glassbox?** I like how it provides detailed information about each step of the process shown in the program. **What do you dislike about Glassbox?** It would be good to see more onboarding for new users **What problems is Glassbox solving and how is that benefiting you?** Reviewing information that customers go through the designated websites of our company. ### 33. Works great on mobile! **Rating:** 5.0/5.0 stars **Reviewed by:** Amit M. | Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2024 **What do you like best about Glassbox?** I like that I can see all the customer's sessions, with all the taps and can investigate errors from here by taking ids from here to my tools - so easy. more than that, I can know if the users stuck in Android, iOS or both. great tool for finding and fixing issues **What do you dislike about Glassbox?** until now, I can say that Glassbox is a cool tool and help a lot with investigating issues it really saves me time! **What problems is Glassbox solving and how is that benefiting you?** Reducing mobile errors on customer devices, releasing high quality versions of apps ### 34. Straight forward **Rating:** 5.0/5.0 stars **Reviewed by:** Victor d. | Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about Glassbox?** Straight forward and easiness of different types of reports (eg. interactions maps or recorded sessions). **What do you dislike about Glassbox?** It could be super useful to have estimations of sales uplift or conversion uplift depending on which elements do you want to improve (clicks on specific buttons will increase x % of sales) **What problems is Glassbox solving and how is that benefiting you?** taking away or at least lowering the frustration and pain from customers who wish to use our app or browsing our webstie getting better CX KPI ### 35. Alot of great insights **Rating:** 5.0/5.0 stars **Reviewed by:** Jeff S. | Enterprise (> 1000 emp.) **Reviewed Date:** January 15, 2024 **What do you like best about Glassbox?** I like the fact that I can use Glassbox to review sessions where our customers are struggling. This helps us to quickly look at what in the product or process is broken and what we need to do in order to fix it **What do you dislike about Glassbox?** There is a lot of data. Sometimes, it can be complicated to know how to create filters and better criteria. The recreation of screens also isnt straightforward many times **What problems is Glassbox solving and how is that benefiting you?** Fixing our site and supporting our devops team. it takes much less time to identify issues and to convince others in the org as we all are working around a single source of truth ### 36. You get what you pay for **Rating:** 5.0/5.0 stars **Reviewed by:** Ihab H. | Enterprise (> 1000 emp.) **Reviewed Date:** February 04, 2024 **What do you like best about Glassbox?** I have to say that I am very pleased with this tool - specifcikly with its augmented jorueny map which has vrious types of insights regardingthe reason hy my customers are having issues. **What do you dislike about Glassbox?** The solution performed it was told, but would appreciate if there were more training videos on onboarding so that ourteam could get up to speed quicker **What problems is Glassbox solving and how is that benefiting you?** sorting the sessions according to where customers have problems we can then prioritize what we need to deal with first (in terms of erros) so that we get the most our of our resources ### 37. Not as advertised **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** October 12, 2023 **What do you like best about Glassbox?** There are a ton of features embedded into Glassbox, down to the level of things like which Ajax calls are being sent when, and where exactly in the user journey errors are happening. The problem is - they spend too much time focusing on adding sexy new features and not enough time just getting the platform to work. **What do you dislike about Glassbox?** I came to leave this review because Glassbox employees pointed me here to view all the great reviews of Glassbox, but it seems to me like they must have been planted. First and foremost, I dont trust any of the data I see in the portal. For example - I would filter down to a certain parameter on a certain day, see some users, but then expand my date range to a week and see no users - how can there be fewer users in the whole week than just on Tuesday? When I brought up all the bugs I was finding, the answer was frequencly "we're not sure" and then I would never hear back. They gave me 4-5 people to regularly talk to, but none of them seemed to actually do anything and I never even knew who to reach out to. Getting set up was harder than it should have been - I didnt need any custom integrations, but somehow just adding the base script to my site didnt work and they had to do a ton of work to get my integration working. I run a simple php site and every other script I have used works fine out of the box (facebook pixel, hotjar, google analytics, etc). I couldnt even add my own team members to the account - I had to contact them for this even though I had the seats - and more than once got locked out of my own account. Seems more like vaporware to me. **What problems is Glassbox solving and how is that benefiting you?** My main goals using Glassbox were to get in depth session replay where I could analyze journeys but also explore errors that certain users were facing (but most of the time I was never able to filter and find the issues I was looking for). I also wanted to see user journey mapping, but turns out this is an expensive add on. ### 38. UX Has improved dramatically **Rating:** 5.0/5.0 stars **Reviewed by:** Madelyn R. | S, Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2024 **What do you like best about Glassbox?** So much data and detail, user experience has improved dramatically over the last year, customer service also. **What do you dislike about Glassbox?** There's almost too much data available, short cut reports to the most important information? **What problems is Glassbox solving and how is that benefiting you?** Looking in the Glassbox console we can better determine how to build better products by deciding where to place new product functions and features ### 39. Great problem resolution **Rating:** 5.0/5.0 stars **Reviewed by:** tarun K. | Enterprise (> 1000 emp.) **Reviewed Date:** March 04, 2024 **What do you like best about Glassbox?** The recordings help to resolve the issue. we can see all errors and problems a customer may be having including API erors and everykind of experiance struggle you can imagine **What do you dislike about Glassbox?** i do not have any area for improvement - the app is working great for all of us and is demonstrating a great deal of value **What problems is Glassbox solving and how is that benefiting you?** glancing at our site we can tell where errors are and fix them before it take a toll on customer engagement ### 40. Interaction Maps are great ! **Rating:** 5.0/5.0 stars **Reviewed by:** Marcello P. | Head of Web, Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2024 **What do you like best about Glassbox?** Interaction maps are a great way to really dig into user behaviour and get actual insights on how your products perform. The fact that we can see all the details about a user's session is paramount! **What do you dislike about Glassbox?** having a chrome extension , to pull on the fly insights would be great, connect the reports through segmentation would help too - really looking forward to this **What problems is Glassbox solving and how is that benefiting you?** Checking the ares where are users are convering and what part of the site they are engaging with ### 41. Good for A/B Testing **Rating:** 5.0/5.0 stars **Reviewed by:** JKW g. | Manager, Digital Experience Optimization, Enterprise (> 1000 emp.) **Reviewed Date:** February 07, 2024 **What do you like best about Glassbox?** i really enjoy the interaction page scroll maps in glassbox. It is extremely valuable in a/b testing analysis when working to supplement quantitative data findings **What do you dislike about Glassbox?** the data is far too sampled to be using many of the tools. the only data that i trust to share with the client is page scroll data. all other engagement data using tagless capture does not seem to be accurate and only captures about 3% of total visits **What problems is Glassbox solving and how is that benefiting you?** Understanding which one our A/B tests works better and designing better products for our customers ### 42. Strong combination of analytics **Rating:** 5.0/5.0 stars **Reviewed by:** rassem b. | Enterprise (> 1000 emp.) **Reviewed Date:** April 01, 2024 **What do you like best about Glassbox?** I like how Glassbox combining between different analytics tools. This combination gives a deep analytical ability to go through our data and extract insights **What do you dislike about Glassbox?** I would like to see automated insights which come up in a simple and stragihtforward langage. **What problems is Glassbox solving and how is that benefiting you?** reducingthe friction levels on our apps and retail web site allowing our customer to havea better experiance when making a purchase ### 43. So much data ! **Rating:** 5.0/5.0 stars **Reviewed by:** Robin C. | Enterprise (> 1000 emp.) **Reviewed Date:** March 03, 2024 **What do you like best about Glassbox?** I love how much data we have visibility into - way beyond any tool we use daily, such as Google Analytics. Although it can be overwhelming, this data is helping us make very informed business decisions. **What do you dislike about Glassbox?** I think because there's so much data, there could be ways to make the tool more intuitive/straightforward in some aspects. **What problems is Glassbox solving and how is that benefiting you?** WE analyze the data to understand how our promotions are working and to provide better service to our customers ### 44. Enterprise Ready! **Rating:** 5.0/5.0 stars **Reviewed by:** Vance C. | Enterprise (> 1000 emp.) **Reviewed Date:** February 05, 2024 **What do you like best about Glassbox?** The ability to see backed end transactions and the error codes associated to them based on the customer's interactions. **What do you dislike about Glassbox?** Not all transactions are recorded and I do know that this is based upon the customer's overall licensing agreement but if this tool is meant to assist in customer experience and troubleshooting such a feature should not be limited in your licensing packages. **What problems is Glassbox solving and how is that benefiting you?** Findign the technichal errors in our site such as API Calls and back end calls and then fixing them to reduce site downtime and customer abandonment ### 45. Recorded Sessions are great! **Rating:** 5.0/5.0 stars **Reviewed by:** samantha b. | Enterprise (> 1000 emp.) **Reviewed Date:** March 22, 2024 **What do you like best about Glassbox?** Recorded sessions is great because you are front and center on the general user experience that may not always be quantifiable in other reporting structures that our company uses. **What do you dislike about Glassbox?** I think Glassbox can improve by injecting more education around the tools within the experience itself. **What problems is Glassbox solving and how is that benefiting you?** Developing a better site exp for our customers which engages with them. less time to identify errors and pain points ### 46. Session Replay **Rating:** 5.0/5.0 stars **Reviewed by:** Elena S. | Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about Glassbox?** I love the session replay tool, it has very detailed infomation about the customer activity and experiance **What do you dislike about Glassbox?** Would be very helpfull if I was able to search by text in the UI **What problems is Glassbox solving and how is that benefiting you?** Not being able to see where our customers were being held due to the site not working for them was preventing us giving them the experianced they were entitled to, No we can! ### 47. Very Complete Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Greg C. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2024 **What do you like best about Glassbox?** It is a very complete tool from recorded sessions, journey maps and interaction ones. I have yet to try out all features though **What do you dislike about Glassbox?** On interaction maps. Not being able to export exposure maps is very tedious. For the click ones, you can but it adds extra info on there that I do not need, just the map pls. Also, when defining zones, it seems that it doesn't aggregate the clicks on the new zone or else I haven't understood the tool correctly. **What problems is Glassbox solving and how is that benefiting you?** REducing the friction accorss our site and driving a higher level of percevied experiances ### 48. Solve Problems **Rating:** 5.0/5.0 stars **Reviewed by:** dustin h. | Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2024 **What do you like best about Glassbox?** I like being able to set up specific criteria to identify video sessions to watch in order to solve specific problems **What do you dislike about Glassbox?** Speed and performance could be better but maybe its an issue of the ammount of data and sessions. **What problems is Glassbox solving and how is that benefiting you?** Assiting our customers by giving them a better site and app so they have a positive experianice duringtheir joruney ### 49. Tracking conversion pathways **Rating:** 5.0/5.0 stars **Reviewed by:** Jake S. | Enterprise (> 1000 emp.) **Reviewed Date:** March 18, 2024 **What do you like best about Glassbox?** I like being able to track user conversion pathways, see moments of struggle in the UI, and build a narrative around user needs based on real interactions. **What do you dislike about Glassbox?** I'm getting into reporting directly in Glassbox so I'd like to see more ready-made report options. **What problems is Glassbox solving and how is that benefiting you?** Tracking the conversion paths enables us to focus our efforts on resolving errors in the most meaningfull paths for our customers ### 50. watch user sessions to track **Rating:** 5.0/5.0 stars **Reviewed by:** jennifer y. | Enterprise (> 1000 emp.) **Reviewed Date:** September 25, 2023 **What do you like best about Glassbox?** I love the ability to watch user sessions to track down what is happening on our digital channels especially when users are unable to complete a task. We consistently try to understand performance trends and when things like Enrollments are down, we try to identify any errors within that process and our data tracking is not always available at the detail needed. being able to watch sessions is very helpful. **What do you dislike about Glassbox?** I would love to use Glassbox as a tool to also troubleshoot our analytics tracking. I would love to see a user experience side by side with the data we are tracking in Adobe Analytics to serve as a QA tool similar to an old SimilarWeb. A lot times when we see a user experience in a GB session, I want to see how to scale that in Adobe and know how many times XYZ is happening. I also want to know what data is available and make sure we are collecting the right details **What problems is Glassbox solving and how is that benefiting you?** Improving the performance of our systems on an ongoing basis ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-16+13%3A39%3A38+-0500&secure%5Bsession_id%5D=adb4b973-ab23-414b-a6c2-529c3a7affcb&secure%5Btoken%5D=a434c051abf0f1d3bce115ededbca3e3670e1792ffe06cf89a1b21671186c545&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)