Acoustic Tealeaf vs. Glassbox

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Acoustic Tealeaf
Score 3.0 out of 10
N/A
Acoustic Tealeaf (formerly Acoustic Experience Analytics and before that IBM Tealeaf; Acoustic has restored the former branding), is an AI powered application providing site visitor session recording and replay, anomaly detection, and struggle analytics.N/A
Glassbox
Score 8.7 out of 10
Enterprise companies (1,001+ employees)
Glassbox helps organizations make their customer’s digital experience intuitive and safe. The vendor says it does this by capturing 100% of 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 potential value and empowers users to take action in real-time.N/A
Pricing
Acoustic TealeafGlassbox
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Acoustic TealeafGlassbox
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Acoustic TealeafGlassbox
Top Pros
Top Cons
Features
Acoustic TealeafGlassbox
Mobile Capabilities
Comparison of Mobile Capabilities features of Product A and Product B
Acoustic Tealeaf
-
Ratings
Glassbox
9.4
32 Ratings
Responsive Design for Web Access00 Ratings9.531 Ratings
Mobile Application00 Ratings9.630 Ratings
Dashboard / Report / Visualization Interactivity on Mobile00 Ratings9.231 Ratings
Mobile App Analytics00 Ratings9.531 Ratings
Results and Analysis
Comparison of Results and Analysis features of Product A and Product B
Acoustic Tealeaf
-
Ratings
Glassbox
9.3
32 Ratings
Click analytics00 Ratings9.032 Ratings
Scroll maps00 Ratings9.631 Ratings
Conversion tracking00 Ratings9.331 Ratings
Goal tracking00 Ratings9.331 Ratings
Funnel Analysis00 Ratings9.432 Ratings
Session Recording and Replay00 Ratings9.132 Ratings
User Segmentation00 Ratings9.432 Ratings
User Ratings
Acoustic TealeafGlassbox
Likelihood to Recommend
8.0
(4 ratings)
9.1
(33 ratings)
Likelihood to Renew
7.8
(4 ratings)
9.1
(6 ratings)
Usability
-
(0 ratings)
9.1
(6 ratings)
User Testimonials
Acoustic TealeafGlassbox
Likelihood to Recommend
Acoustic
Take a formal training class before diving in. It will benefit you greatly. I would suggest starting with an intermediate class if they have even a small understanding of the product beforehand.
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Glassbox
Glassbox is a customer experience management platform that provides various tools, including Interaction Maps, to help organizations understand and improve the customer journey. Some specific scenarios where Glassbox is well suited include: Identifying pain points in the customer journey: The Interaction Maps feature provides a visual representation of customer interactions, allowing organizations to easily identify where customers may be struggling and take action to resolve the issue. Proactively addressing issues: With the Interaction Maps feature, organizations can proactively address issues as they arise, rather than relying on customer feedback to identify problems. Improving customer service: By understanding the customer journey, organizations can improve the overall customer experience and provide top-notch customer service. On the other hand, there may be some scenarios where Glassbox is less appropriate, such as: Organizations with a limited budget: Glassbox is a subscription-based service, so it may not be suitable for organizations with a limited budget or those who are not willing to make the investment in customer experience management tools. Organizations with minimal online presence: Glassbox is primarily focused on improving the online customer journey, so it may be less appropriate for organizations with a minimal online presence.
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Pros
Acoustic
  • Tealeaf is exceptionally useful for troubleshooting technical issues and investigating conversion problems. It gives you the ability to look at individual sessions, so that you can see exactly what steps the customer has taken to cause the problem. This way you can recreate errors, or determine if the layout of the site is confusing the customer and preventing sales.
  • Tealeaf allows you to create alerts to track specific problems. For example you can set an alert if the error handler on the site fires more than 5 times in 15 minutes, or if the completion rate of a specific process drops below a certain percentile. This lets your production support group get a jump on problems and gives them a chance to start working on a solution before the business users or the site help desk have reported the issue.
  • Tealeaf allows you to create reports and dashboards to track activities on your site. You can set these up to monitor sales, sign-ups, errors, traffic load, just about anything. You can arrange to have these reports sent by e-mail, so business users can be kept up to date on the status of the web site.
  • There are scorecards in Tealeaf that allow you to create reports to track a series of events. This let you see where people are falling out of a process so you can determine where customers are struggling and improve the customer experience.
  • It's possible to shadow-browse a customer's web session, allowing a help desk analyst to provide better customer service by seeing what the customer is seeing and following along with their session.
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Glassbox
  • 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.
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Cons
Acoustic
  • Loading sessions can take time or doesn't work smoothly.
  • Visual pages are missing in some sessions which can make it difficult to understand a certain user pain point.
  • Segmentation for complex user-facing websites could require initial coding.
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Glassbox
  • Some shiny new features are hard to use and/or optimize
  • The email templates need improving. They are stiff and unfriendly.
  • Ticket support is a bit weak. Slow response times and opinions for answers instead of facts.
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Likelihood to Renew
Acoustic
Tealeaf is a highly demanding tool that can report just about any KPI one can think of. The reward can be great if one is willing to put the time and effort into building a comprehensive and organized event structure.
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Glassbox
The level of support from the Glassbox team and how much we have improved our conversion just after a few months
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Usability
Acoustic
No answers on this topic
Glassbox
Glassbox has made it a mission to make the experience for the client as easy as possible. The entire system is intuitive and every report, screen and widget can be customized in just a few clicks, making both the onboarding and ongoing use a lot easier and enjoyable and helping us focus only on the business use
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Alternatives Considered
Acoustic
No answers on this topic
Glassbox
  1. Improved understanding of customer behavior: Glassbox provides a detailed view of how customers interact with a website, mobile app, and other digital channels. This information is essential for understanding customer behavior and identifying areas where the business can improve the customer experience.
  2. Easy identification and resolution of issues: Glassbox's detailed analysis of customer interactions makes it easy to identify and understand issues, such as errors, broken links, and usability problems. This allows businesses to take action and resolve these issues quickly, which can improve the overall customer experience and reduce customer churn.
  3. Additionally, Glassbox also provides a way to analyze the customer journey and understand the pain points and drop off points, this enables businesses to optimize their website and improve the overall customer experience, and identify potential revenue opportunities.
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Return on Investment
Acoustic
  • Provides context to developers - As with pretty much any programmer, they need context of user activity leading up to a problem in order for them to debug code. TeaLeaf does a great job of doing that. We can identify a problem in the code, search for a TeaLeaf (and Java application session) that has the problem in it and show the developers what the user was doing when the problem happened. This greatly speeds up the time to resolution.
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Glassbox
  • Our VOC team has been able to process more escalations more successfully and resolve more customer issues in a timely manner
  • Product teams are able to get the insights they need in a timely manner to track new projects success
  • Mobile app capture in Glassbox has been a problem for almost a year with no solid resolution
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