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 The solution is suitable for complex journeys with many touchpoints. The tool has the advantage of being easy to use. On the other hand, I have not found any data import solutions avoiding re-entering all the data from Excel for example. It could save a lot of time. Indeed, for me, the tool is a tool for formalizing discoveries but other solutions can be used before
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 User journey map Personas templates Stakeholder maps Free online courses 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 Global look and feel Export format Text formating in sticky notes 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 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 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 It’s [easier] to deal with user journey and persons thanks to Smaply. Templates and already created and there is a lot of functionalities to make a complete journey map. It’s very intuitive and we can send it easily to our team. Stakeholder map is a feature that [not many software] have and that is very useful so I’m happy to have it in Smaply
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 Time saving Clarity for stakeholders Sharing best practices Read full review ScreenShots