Overview
What is Glassbox?
Glassbox helps organizations make their customer’s digital experience intuitive and safe. It does this by capturing activity on mobile apps and websites and visualizing a holistic journey map. Using embedded AI Glassbox points to where CX is being compromised, the…
Helps to reduce customer friction and pain
Powerful Tool
Helps us to find and fix all customer experience issues
TrustRadius Insights
Great tool but room for improvement
We use Glassbox to try and identify any opportunities to improve on user …
The page finder is great!
Very flexible solution
Interaction Maps are super cool
See through to success using Glassbox.
Great solution for our needs
A must-have tool for product managers
Great for 100% data capture and receive accurate insights
Ability to View Website Sessions in Detail
Excellent features and wonderful team of professional!
Analyzing engagement and improving product offering
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Funnel Analysis (36)9.696%
- User Segmentation (36)9.595%
- Click analytics (36)9.494%
- Session Recording and Replay (36)9.393%
Reviewer Pros & Cons
Pricing
What is Glassbox?
Glassbox helps organizations make their customer’s digital experience intuitive and safe. It does this by capturing activity on mobile apps and websites and visualizing a holistic journey map. Using embedded AI Glassbox points to where CX is being compromised, the reasons behind it, and their…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Features
Mobile Capabilities
Support for mobile devices like smartphones and tablets.
- 9.7Responsive Design for Web Access(35) Ratings
Web design aimed at producing easy-to-read sites across a range of different devices.
- 9.7Mobile Application(34) Ratings
A dedicated app for iOS and/or Android.
- 9.3Dashboard / Report / Visualization Interactivity on Mobile(35) Ratings
In-app dashboard reports and data visualization.
- 9.5Mobile App Analytics(35) Ratings
Analytics based on real-time user mobile access.
Results and Analysis
Tools that allow users to evaluate the results of website optimization tests (e.g. A/B, A/B/n, multivariate, and split URL tests), or view visitor interaction with webpages and specific site elements.
- 9.4Click analytics(36) Ratings
Click analytics reports display how many clicks certain page elements receive and provides visitor engagement insights.
- 9.6Scroll maps(35) Ratings
Scroll maps display how far down the page users scroll.
- 9.4Conversion tracking(35) Ratings
Enables users to set up and customize conversion funnels to track site visitors' journeys and determine areas that see the most visitor drop-off.
- 9.4Goal tracking(35) Ratings
Enables users to set up key website/mobile performance metrics on their landing pages and track them.
- 9.6Funnel Analysis(36) Ratings
Maps and analyzes the steps taken by visitors towards a conversion point on a website or app.
- 9.3Session Recording and Replay(36) Ratings
Session recording and replay features allow users to analyze visitor behavior on one particular webpage.
- 9.5User Segmentation(36) Ratings
Creates user segments based on demographics, location, preferences, and past behavior.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Glassbox?
Glassbox Features
Customer experience management Features
- Supported: Product usage analytics
- Supported: Customer experience profiles
- Supported: Customer experience dashboard
- Supported: Customer journey mapping
- Supported: AI-powered recommendations
Results and Analysis Features
- Supported: Click analytics
- Supported: Scroll maps
- Supported: Conversion tracking
- Supported: Goal tracking
- Supported: Funnel Analysis
- Supported: Session Recording and Replay
- Supported: User Segmentation
Mobile Capabilities Features
- Supported: Responsive Design for Web Access
- Supported: Mobile Application
- Supported: Dashboard / Report / Visualization Interactivity on Mobile
- Supported: Mobile App Analytics
Security and Administration Features
- Supported: GDPR compliance
- Supported: Secure web hosting
Additional Features
- Supported: Augmented Journey Map
- Supported: Anomaly detection
- Supported: Clickmap
- Supported: Crash Analytics
- Supported: Struggle score
- Supported: Root cause analysis
- Supported: Dynamic struggle score
- Supported: Behavior analytics
Glassbox Integrations
Glassbox Competitors
Glassbox Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows, Linux, Mac |
Mobile Application | No |
Supported Countries | Americas, EMEA, APAC |
Supported Languages | All languages |
Glassbox Downloadables
Frequently Asked Questions
Glassbox Customer Size Distribution
Consumers | 0% |
---|---|
Small Businesses (1-50 employees) | 0% |
Mid-Size Companies (51-500 employees) | 20% |
Enterprises (more than 500 employees) | 80% |
Comparisons
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Reviews and Ratings
(54)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
Glassbox has revolutionized the way users tackle challenges related to conversion rate, product adoption, and customer satisfaction. By providing a comprehensive understanding of different events and optimizing the user experience, Glassbox has become a game changer for many. With its A/B testing capabilities, users have successfully tested various offerings and identified the website versions that receive the most positive and desired responses. The impressive Interaction Maps feature has proven invaluable in improving the customer experience by identifying pain points, saving time for customer service managers, and enhancing overall satisfaction. Moreover, Glassbox enables users to reproduce complaints and bugs reported by their customers, leading to significant improvements in the digital experience.
Another key use case for Glassbox is its ability to gather data on various events happening on websites and prioritize them based on importance. This helps users focus on addressing critical issues first and drive continuous improvement. In addition, Glassbox plays a crucial role in optimizing marketing campaigns by easily segmenting traffic and tying it to revenue. By tracking user interactions with different offerings on a website, Glassbox assists in refining content strategies based on user interests. Furthermore, Glassbox helps investigate why users may not be adopting a site fully by identifying drop-off points and resolving any issues before abandonment occurs.
Customization is another area where Glassbox excels. It allows users to tailor their websites to provide an easy navigation experience for different user groups, reducing unnecessary stages or barriers that may hinder user engagement. Furthermore, Glassbox seamlessly integrates with other tools in the CX stack, collecting valuable data without the need for tagging. This integration improves efficiency for organizations across multiple domains as they aim to support customers effectively, identify and address issues promptly, and track and analyze user behavior.
The page finder and session replay features within Glassbox are powerful tools for understanding customer behavior on websites. The page finder facilitates quick searches and filtering of customer interactions, while the session replay feature provides detailed views of how customers navigate through the website. Users appreciate the ease of addressing technical escalations, spotting defects, and collaborating with IT and product teams to fix issues using Glassbox. By improving websites based on insights into customer interactions, Glassbox simplifies the process of enhancing user experience and ensuring customers can easily find what they need.
In summary, Glassbox's versatile capabilities have been highly praised by users in a multitude of scenarios. It provides deep insights into website visitor behavior, helps optimize marketing campaigns and conversion rates, enhances customer satisfaction, identifies pain points, and supports continuous improvement efforts. With its user-friendly interface and ability to create custom reports tailored to specific needs, Glassbox users have found it convenient for extracting insights from the data. The platform's visualization abilities have played a vital role in determining the success of targeted product offerings and identifying areas for improvement in product engagement. Marketing campaigns have also benefited from Glassbox, as it allows users to focus efforts on the right audiences and track revenue generated by campaigns.
For organizations dealing with a high volume of website sessions, Glassbox has proven crucial in capturing and filtering data based on specific use cases such as conversion, product adoption, and technical struggles. This streamlines the process of improving the digital journey, making it faster and easier. With its ability to provide more data than traditional analytics tools, Glassbox empowers users to generate deeper insights into user experiences while browsing websites and apps.
Real-time data capture without the need for tagging has been a key benefit of Glassbox, enabling users to quickly address technical and experience struggles before they impact revenue. Additionally, Glassbox has provided visibility into areas of websites that require optimization, helping users re-brand and improve the overall look and feel. The session replay feature in Glassbox offers a clear and profound understanding of customers' experiences, including their preferences and expectations from websites. It has also become a valuable tool for obtaining insights into customer interactions and habits without requiring a purchase.
Overall, Glassbox has been widely adopted across various industries to support customers effectively, identify and resolve issues promptly, track user behavior, optimize marketing efforts, enhance website flow and conversion rates, and increase user engagement. Users appreciate its extensive capabilities, ease of use, flexibility in generating customized reports, and ability to provide valuable metrics for decision-making purposes. By facilitating data-driven decision-making and improving the overall customer experience, Glassbox has emerged as an indispensable tool for organizations aiming to stay ahead in today's digital landscape.
Ease of Access and Integration: Users have consistently praised the product for its seamless integration with their websites and other tools, making it incredibly convenient for their internal users. They found the process of integrating the product to be straightforward and hassle-free.
Seamless Navigation: Many reviewers have commended the product for its intuitive navigation system, allowing them to effortlessly navigate between sessions, review details, and easily make notes for resolution. The user-friendly interface ensures a smooth experience when accessing different sections within the product.
Customization Possibilities: Numerous customers have expressed their satisfaction with the extensive customization options provided by the product. They appreciate being able to tailor their data sorting and filtering according to their specific needs. This flexibility helps them gain insights that are relevant to their business goals.
Inaccurate Data Counting: Some users have expressed concerns about the software's data counting not always being accurate. They have noticed discrepancies in the numbers and feel that this affects the reliability of the information provided.
Lack of Specific Solutions from Support Team: There have been complaints from users regarding the support team not providing specific solutions to their issues. Instead of offering tailored guidance, some reviewers mentioned receiving generic responses that did not address their unique problems.
Need for More Training Programs: Users have suggested that more training programs would be helpful in order to better understand and optimize the software's features. Some users feel that additional training sessions, especially for team members who are less technically inclined, would enhance their ability to make full use of the software's capabilities.
Users commonly recommend the following:
- Work with the Glasbox team to gain insights from the journey map and user behavior.
- Integrate Glassbox into principal processes and reports for a more comprehensive analysis of customer experience and behavior.
- Seek support from the Glasbox team, as the tool is easy to set up and get started with.
- Work with the account management team for best practices and tailored reports.
- Consult regularly with the support team for valuable insights.
- Use Glassbox to reduce errors, improve customer experience, and increase campaign conversion.
- Work more with the software team to define reports and funnels.
- Start with a few key reports to increase adoption and credibility.
- Use Glassbox on a day-to-day basis to identify friction points in the customer journey.
- Have positive experiences with the support team.
- Work with the services team for addressing customer complaints and gaining further insights.
Attribute Ratings
Reviews
(1-17 of 17)Powerful Tool
- Replays customer sessions
- Enables session summary with AI
- Long loading time of the application
- Showing new events
- Identify errors in the site
- Identify US issues where customers are struggling
- Help us determine which issues we should take care of first
- Better onboarding
- Provide a summary at the top on how to use each module
The page finder is great!
The page finder feature is user-friendly and allows you to search for pages by URL, title, or any other custom attribute, it also enables you to view customer interactions on a specific page in real-time.
This is especially useful for identifying and resolving issues quickly.The session replay feature is also incredibly valuable for understanding how customers use the website. It provides a detailed view of how customers navigate the website, what they click on, and how they interact with various elements. This information is incredibly valuable for identifying usability issues and improving the overall customer experience.
- Session Replay
- Page Finder
- Journey Map
- Interaction Map
- Page Funnel
- Too much details
- Retention
- UI
Identifying pain points in the customer journey: Journey maps provide a visual representation of the customer journey, making it easy to identify pain points and areas where customers are struggling. This can help businesses understand where they need to improve the customer experience.
Optimizing website and app design: By understanding how customers interact with a website or app, businesses can make design changes to improve the overall customer experience. Journey maps can provide valuable insights into which pages and elements are most important to customers, and how they interact with them.
Improving customer service: Journey maps can help customer service teams understand how customers are interacting with the website or app, and where they are having problems. This can help customer service teams resolve issues more quickly and improve the overall customer experience.
Interaction Maps are super cool
- Customer usage
- Identify customer struggles
- Optimize camapgins
- understand customer abandonment
- Get customer feedback
- Interactions maps could perform better
- support could be faster
- more releases of features
Great for 100% data capture and receive accurate insights
- A/B testing
- VoC
- Funnels
- The new UI has been a bit glitchy so I hope it will be fixed soon
Ability to View Website Sessions in Detail
- Revenue points
- Business flows
- Ad hoc funnels
- Session replay
- A little better UI interactivity and easier to navigate
- More instructional videos
Excellent features and wonderful team of professional!
- Session replay
- Data filters
- VoC
- More training for the less technical oriented teams
- Customization of dashboards could be easier
A super valuable tool to our product and engineering teams
- Performance analytics
- Session replay
- Integrations
- Business insights
- More intuitive dashboard
Great tool for increasing customer satisfaction score
- Journey mapping
- Session replay
- Revenue reports
- Raw data scan on reports could be more intuitive
End-to-end visibility
- Reports
- Mobile sessions
- Revenue points
- The journey maps are great but I'd love to see a cleaner UI
Can see every event in real-time!
- Sessions
- Alertings
- Integrations
- Maybe if there was some way of smoothing the playback to long waits are reduced, but then slows down automatically wen something is happening.
The amount of data gathered from our website and how many ways you can analyze it is awesome
- Data capture.
- Intuitive visualization.
- Reporting.
- Some options/sections are not at 2 clicks from the main menu so it'd be nice to add more widgets to the main dashboard.
Great way to understand our customers experience in our website.
- Showing struggles area easily.
- Checking if struggles were caused by a browser error.
- Giving our customers a better experience when navigating our site.
- The recordings can sometimes be misleading in my opinion,
- It's hard to tell what really happened sometimes.
- The user seems to jump around very quickly and we can't see what action caused this.
Really amazing
- Journey maps
- Alerting
- Session replay
- Performance analytics
- Interaction maps
- I don't like that 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.
Love everything about this tool!
- I like the ease of access that is provided to our internal users
- Super easy integration with our site and other tools
- The ability to navigate to any session, review the details and make actionable notes for resolution
- The ability to exclude sensitive information from being recorded.
Perfect for analyzing users' behavior in real time
- Sessions replay
- Traffic segmentation
- UX and UI recommendations
- User journey capability is great but requires more training
- More costumed reports
- Traffic segmentation
- Marketing campaign optimization recommendation
- A/B testing
- More training