Likelihood to Recommend Firebase should be your first choice if your platform is mobile first. Firebase's mobile platform support for client-side applications is second to none, and I cannot think of a comparable cross-platform toolkit. Firebase also integrates well with your server-side solution, meaning that you can plug Firebase into your existing app architecture with minimal effort.
Firebase lags behind on the desktop, however. Although macOS support is rapidly catching up, full Windows support is a glaring omission for most Firebase features. This means that if your platform targets Windows, you will need to implement the client functionality manually using Firebase's web APIs and wrappers, or look for another solution.
Read full review 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.
Read full review Pros Analytics wise, retention is extremely important to our app, therefore we take advantage of the cohort analysis to see the impact of our middle funnel (retargeting, push, email) efforts affect the percent of users that come back into the app. Firebase allows us to easily segment these this data and look at a running average based on certain dates. When it comes to any mobile app, a deep linking strategy is essential to any apps success. With Firebase's Dynamic Links, we are able to share dynamic links (recognize user device) that are able to redirect to in-app content. These deep links allow users to share other deep-linked content with friends, that also have link preview assets. Firebase allows users to effectively track events, funnels, and MAUs. With this simple event tracking feature, users can put organize these events into funnels of their main user flows (e.g., checkout flows, onboarding flows, etc.), and subsequently be able to understand where the drop-off is in the funnel and then prioritize areas of the funnel to fix. Also, MAU is important to be able to tell if you are bringing in new users and what's the active volume for each platform (Android, iOS). Read full review 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. Read full review Cons Attribution and specifically multi-touch attribution could be more robust such as Branch or Appsflyer but understand this isn't Firebases bread and butter. More parameters. Firebase allows you to track tons of events (believe it's up to 50 or so) but the parameters of the events it only allows you to track 5 which is so messily and unbelievable. So you're able to get good high-level data but if you want to get granular with the events and actions are taken on your app to get real data insight you either have to go with a paid data analytics platform or bring on someone that's an expert in SQL to go through Big Query. City-specific data instead of just country-specific data would have been a huge plus as well. Read full review 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. Read full review Likelihood to Renew The level of support from the Glassbox team and how much we have improved our conversion just after a few months
Read full review Usability It is simple to use overall, the console's main menu is divided into Develop, Quality, Analytics and Grow - which have further subdivisions by their set of features and tools. Develop and Quality are relevant for product and tech. Analytics is relevant for product, analytics and Grow is relevant for marketing. This makes the overall use very easy.
Read full review 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
Read full review Support Rating Our analytics folks handled the majority of the communication when it came to customer service, but as far as I was aware, the support we got was pretty good. When we had an issue, we were able to reach out and get support in a timely fashion. Firebase was easy to reach and reasonably available to assist when needed.
Read full review Alternatives Considered Before using Firebase, we exclusively used self hosted database services. Using Firebase has allowed us to reduce reliance on single points of failure and systems that are difficult to scale. Additionally, Firebase is much easier to set up and use than any sort of self hosted database. This simplicity has allowed us to try features that we might not have based on the amount of work they required in the past.
Read full review 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. 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. 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. Read full review Return on Investment Makes building real-time interfaces easy to do at scale with no backend involvement. Very low pricing for small companies and green-fields projects. Lack of support for more complicated queries needs to be managed by users and often forces strange architecture choices for data to enable it to be easily accessed. Read full review 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 Read full review ScreenShots