Glassbox Pros and Cons

What I like about best with Glassbox is it is very helpful with being able to see what the customers are doing in their online session. sometimes its something small that I overlook or something I would not thing the customer is missing. However in Glassbox I can properly assist our customer by viewing the session and see where they are getting stuck or having an error. Review collected by and hosted on G2.com.

It would be usefull if the real time playback would be even faster - would help in our customer support Review collected by and hosted on G2.com.

Glassbox allows me to confirm and review customer complaints using the replay capabilities. When a customer makes a complaint it's usually in a time of frustration or anger and the details of the complaint are usually minimal. I don't need to depend on the customer to tell me the entire story, i can watch their experience to get most of the details needed. Review collected by and hosted on G2.com.

It would be great if there were more training webinars and sharing the roadmap Review collected by and hosted on G2.com.

i definitely love the interaction maps the most. Seeing how often certain stuff gets clicked on pages makes it easy to judge if the webpage is used like we hope they will use it. The struggle score for filtering together with the recorded sessions also offer an valuable insight where you can see if customers actually navigate the website in a proper way. Review collected by and hosted on G2.com.

The system can be slow at times and you cant find sessions that are older than a year. Furthermore, as much as i like the recorded sessions, sometimes it feels like the sessions are cut short or it does not fully show their entire session. This makes judging, analysing and concluding a bit more difficult in certain circumstances. Review collected by and hosted on G2.com.

being able to see the playback _and_ get session information like cookies and ids is incredibly helpful for doing deeper dives in other tracking tools we use. gb is a great first-line tool for finding user experience problems and confirming success of new ux features. Review collected by and hosted on G2.com.

filtering seems a bit complex and opaque, but it might just be an education problem on my part. i was expecting a traditional boolean builder, but there seems to be no "OR" option -- instead i have to use "is one of", which is counter-intuitive to me when checking something like page content (where i would expect "is one of" to match the entire value). so again...probably just an education problem on my part. Review collected by and hosted on G2.com.

We love that everyone in the company can access Glassbox and now with the Glassbox AI Assistant (GIA) being available on reports, it's easier than ever for any team member to view a report and quickly understand the highlights. I like the possibility of checking what user has seen when they faced any issue, to find actual end user side issue. also monitoring and reporting feature would help to have some application usage metrics and pain points of end users. Review collected by and hosted on G2.com.

would like to have some performance improvements and interface improvements. also would be useful to have the ability to check API calls from UI. Review collected by and hosted on G2.com.

Interaction maps is a very useful tool as it allows to understand how users are browsing, what they display and what they don't. The feature I use the most specifically is exposure maps. User journey is also a useful feature to map how users navigate through the website Review collected by and hosted on G2.com.

Data accuracy is always the biggest topic when discussing about Glassbox. I know that sessions are sampled, but sometimes questions about reliability might occurr, especially when the delta between GA sessions and glassbox sessions becomes very high. Also, in the interaction maps section sometimes the page loaded has empty slots and it's a bit harder to understand what's behind Review collected by and hosted on G2.com.

I like the functionality to replay sessions and validate the user experience. This helps identify production related issues and steps to reproduce. Also like the ablity to see browser and OS info which helps when reporting issues related to browser/OS Review collected by and hosted on G2.com.

Sometimes the we miss sessions as theur retnetion expired - is there a way to overcome this? Review collected by and hosted on G2.com.

I like that I can use Glassbox as a tool to troubleshoot customers issues. I can use it to validate information that customers provide to us. I also love the design of Glassbox as it is very user friendly. Review collected by and hosted on G2.com.

Additional help and training in the onboarding and more updates which circle around new features Review collected by and hosted on G2.com.

The visualisations of different data that I can collect from live websites. I don't have to actively recruit but can use data that is already available to answer my research questions. GIA keeps getting better and better. We loved using it for session summaries and now we can't stop using it to summarize mobile reports - instead of spending hours analyzing these reports, we can get a relevant summary in just seconds. Review collected by and hosted on G2.com.

Would be happy if the retention period could be extended and more customer facing education series Review collected by and hosted on G2.com.

I really like the ability to see what my customers do when using the mobile app. Specifically, I use Glassbox to troubleshoot issues reported by customers and being able to understand how to reproduce an issue experienced by a customer allows me to understand the root cause and fix it. Review collected by and hosted on G2.com.

At least in my experience and the way I use Glassbox, I would love to be able to more closely tie the behavior of the customer on the screen with the network calls made by the app.

The is especially true in those situations where reproducing the issue is not possible even after watching a video, Seeing the network request and response would help me immensely in understanding the root cause of the issue. Review collected by and hosted on G2.com.