Catchpoint vs. Glassbox

A Solid product, provides meaningful accurate data results from synthetic monitoring. Catchpoint as a vendor has acted as a reliable business partner and promotes good relationship with customers and provides them with meaningful support. Support engineer and account manager make efforts to maintain helpful relationship for services offered. Been able to work with us to provide input for code changes and enhancements for payload used for synthetics.

Incentivized

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.

• Easy to login with SSO
• Easy to review the test runs over the last hour or specific time period
• Easy to check the results of any Catchpoint test that ran. This helps to understand why the test results may or may not be what is expected
• I can't wait for the new Symphony UI to be completed because it is so much richer that the previous UI

Incentivized

• 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.

• Script recording could be more stable. Should be as smooth as chrome developer recording.
• Needs a way to modularize the code so we don't have to repair in broad sections when it breaks because of some unplanned code change on our end.
• How about a tutorial on selenium as relates to Catchpoint.
• Some of the functions could have better descriptions.

Incentivized

• 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.

Incentivized

we are heavily dependent catchpoint system for the following functions * Detect end-user availability/performance-related problems * Ensures
service level objectives (SLO) are met, that prevents service level
agreement (SLA) breaches * Identify and understand the cause of any
network connectivity or application level issue * Improves the
availability and response time service levels

Incentivized

The level of support from the Glassbox team and how much we have improved our conversion just after a few months

It's hard to find the functionalities that I am looking for in the application. Even if I did something in the past, after a time I have to re-learn again where the functionalities are. This is a powerful tool, but not user-friendly. Texts in the buttons and menus are not always meaningful or easily comprehensible.

Incentivized

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

Catchpoint's customer support has been very impressive. They are always available when we needed help with setting up any tests that may also include help with scripting. They held an in-person workshop in our office to help train our internal resources with the scripting, dashboards, and metrics.

Incentivized

very easy to implement as the product is user-friendly

Incentivized

Primary reason we went with Catchpoint is that they offered us actual backbone testing locations. All the other features like a filmstrip and traceroutes have been very beneficial as well and were not available in the competitors' solutions.

Incentivized

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.

• The ROI has been very good with this product, we have seen multiple folds of time-saving by using this tool and preempting any risk associated with non-performant times of our server, hence increasing the team's capability to respond to certain downtime scenarios and the level of action that needs to be taken.
• Catchpoint’s observability solution makes it easier to have global visibility of our website's performance and to fix issues quicker
• I don't have any negatives, every good product comes with a cost, that is the fact but the Catchpoint tool has ultimately improved our ROI much beyond the changes that we pay

Incentivized

• 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

Incentivized