Likelihood to Recommend 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 Getting Roambi up to speed in your company certainly is a quick win. After just a few days, several of our reports were mobilized, interactive and automatically updated. Building Roambi reports is not hard to do; the intuitive interface allows virtually any type of user to create his or her own reports.
Read full review Pros 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 Report templates that are easy to learn, use, update and maintain. Great looking reports that stay up-to-date with what Apple is producing. When Apple rolled out the new look and feel to their iOS7 release, Roambi created a brand new set of reports within two weeks to go along with the iOS7 changes. Seamless integration with our existing BI environment, SAP Business Objects XI, 3.1. This drastically reduced the time from purchase to client-ready roll out from months to weeks. Read full review Cons 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 cardex type of presentation is already innovated in roambi in 2012, even iOS safari browser idea was created from this cardex style blink view is only available for sap and ms sql roambi publisher is very user-friendly and understandable for non technical person as well 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 I would definitely use Roambi again because of its ease-of-use, but its lack of customization ability makes it difficult to recommend to businesses as business needs are always changing. People are picky, and on the Roambi project, we were not able to fully live up to the customer's expectations, limited by Roambi's preset limitations.
Read full review Usability 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 VERY easy to use. Only limited by how the graphs and data is initially set up.
Read full review Alternatives Considered 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 We have compared Roambi against Business Objects, Reporting Services (on tablet) and Cubeware Cockpit. All those solutions lack in support of touch capabilities and responsiveness. Roambi "feels" just right. There is no training required and users love to explore the application. Compared to Roambi all other solutions feel very technical and hard to understand.
Read full review Return on Investment 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 Increased insights on customer success metrics (using a Layers report). Higher motivation of employees, better communication towards employees, tighter bonds with the company - because of Roambi Flow. Periodic Flow magazines with analytic capabilities are sent out to the employees, as we value frequent and meaningful contact - both ways. Read full review ScreenShots