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 potential value and empowers users to take action in real-time.
N/A
Olark
Score10 out of 10
N/A
Olark is a website live chat tool for engaging website visitors while they browse. It can be used to to track leads, drive sales, provide support.
I’ve found that Glassbox is particularly well-suited during marketing campaigns, because you can export and analyze data in real-time, track the campaign’s effectiveness, and gain immediate insight into how customers are interacting with your website. With these insights, we’re able to tweak campaigns on the fly to increase engagement and conversion rates. Similarly, since Glassbox allows us to monitor customer interactions in real-time, we gain immediate feedback on how our users are engaging with a new digital feature on our platform, for example. We can then quickly identify any usability issues or friction points, make adjustments in real-time to improve the user experience, and maximize the success of the new feature.
Olark chat is easy to set up and use. You can have more than one user logged in to monitor the chat on different computers. This makes a fast response time more likely. Although you have to be sure to keep your volume up on the computer so you hear the sound letting you know there's a chat waiting. I like that you can see the customers path through the website and you can put clickable links while you are in a chat to guide the customer to a product or a help page. Plus you can see if they actually went there. This makes it easier to upsell
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Olark is user friendly for both sides of the CHAT conversation. If you are initiating the chat, or the one receiving the chat, it is extremely easy to follow and use. There are many different levels of computer use comprehension and Olark is for every level.
Olark has reporting features to allow you to check the quality of your employees chat abilities as well as their productivity. It provides feedback for the employee themselves to also see how they are doing and take any suggestions the customer may leave for them regarding their chat experience.
Olark is very affordable and offers you the option, at a low cost, to look bigger and more professional that you even are. We were a smaller company and has the chat option with Olark and now have grown tremendously and STILL have the Olark chat option. Olark allowed us to grow and provide professionalism to our customers .
The Olark program allows you to set up quick responses to keep your customer from waiting, and to allow your employees to not have to retype the same response over and over. It is a great program that the employees really enjoy as well. It reminds you if you forgot to log out when you left your desk and provides your customer a quick note giving them the option to send the chat as an email inquiry instead, so you don't miss a thing.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It's a pretty powerful platform, and my sense is that most users don't utilize it to its fullest potential. Glassbox could help by offering a more comprehensive onboarding program (maybe even customized training sessions or live workshops tailored to the needs and use cases of FSIs)
Not really an area of improvement for Olark specifically, but I will offer that it is incredibly important to keep in mind your company's "shopping hours" or peak traffic times (there is a Reports feature on the software that allows you to analyze peak traffic times).
Transcript history can be a little tricky - if you're searching for a specific past conversation, sometimes you may get multiple search results and have to sift through them until you find exactly what you're looking for.
I'd also offer that you will occasionally come across folks that are on your site to cyberbully or say nonsensical things. While there isn't an absolute fullproof way to deal with this, Olark does offer a nice "block" feature to disregard any unwanted conversations.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
To be honest, renewal decisions are not currently within my power. Hypothetically speaking, I'm very comfortable with the platform, have used it daily for nearly a year, and would see no reason to switch to anything else. The small criticisms I had are not significant enough to deter me from using Olark. It's a user friendly, effective tool for our department.
Glassbox is very easy to use, and with the AI features which it has inside, it has been very easy for us to not only find the relevant sessions but also summarize them and interact with the summary - so we now have all types of people in our org who use Glassbox - including those who are purely non-tech. Also, I must give a huge shoutout to our customer support team who have been instrumental in helping us get value from Glassbox
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Our organization does not have any complaints about Olark's Support. Anytime we reached out to them for assistance, we received a prompt, helpful reply! As mentioned previously, we used Olark fairly basically so we didn't have too much need to work with their support team other than a few general questions here and there. They were always pleasant to work with.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Glassbox is a customer experience management platform that provides various tools to help organizations understand and improve the customer journey. There may be other products that offer similar capabilities, such as FullStory, UserTesting, and Clicktale. These products may provide similar features, such as session replay, advanced analytics, and integration with other tools. It is important for organizations to carefully evaluate the specific needs and goals of their business and choose a product that aligns with those objectives.
Olark has an easier implementation process and has better functionality such as the ability to send commands through the platform to either create a ticket in your CRM or push an opportunity to salesforce; you're even able to 'push' the end user to a web page. Implementing their SDK is a snap as well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Glassbox has really taken us to the next level in terms of customer sentiment analysis and informed decision-making. We're capturing 100% of customer sessions, and with Glassbox we're able to address hidden issues and make decisions that enhance the experience of our entire customer base, as opposed to just a select few. Our strategic decisions are now based on accurate, comprehensive data, and we're seeing the fruits of this. Our customers are more engaged (and more loyal), our conversion rates are climbing, and our business is growing.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
