Glassbox Reviews and Ratings

Use Cases and Deployment Scope

Glassbox provides our FSI company with insights that not only help us understand the full context of user behavior but also enable us to make informed, strategic decisions to constantly improve our customer experience. Mostly, we use the platform to identify the friction points our customers encounter in our portal. Before we had Glassbox, they went almost entirely unnoticed, because we could never really pinpoint the root of the problem. With the vast data we now have at our fingertips, and the many tools and features the platform offers, we can identify issues in real-time, prioritize improvements that will have the most impact, and really succeed in developing a more intuitive product for our customers.

Likelihood to Recommend

Use Cases and Deployment Scope

I'm an FSI digital analyst, and for our company one of Glassbox's most valuable features is the ability to export all interaction data in real-time and cross-analyze that data with other customer data sets that we have. This gives us a comprehensive view of our customers' experiences across multiple digital channels, and helps us address issues like customer abandonment, engagement levels, and overall digital experience optimization.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

We use Glassbox to understand where and why our customers are leaving our site due to experience issues or technical ones. The AI features that Glassbox has makes it very easy for us to quickly access the data and get insights on where we need to focus. our site now is more solid and customer facing

Likelihood to Recommend

The main place where Glassbox fits like a glove are the checkout bottlenecks, dead clicks reductions, errors and struggles that occur the most

Use Cases and Deployment Scope

We rely on Glassbox's VoS feature to gain a deeper understanding of customer behavior, across the board. With VoS we can analyze all user behavior and interactions, including the customers who don’t share. In other words, we get a really holistic picture of customer sentiments, and use that feedback to prioritize issues based on their impact, and make data-driven decisions. VoS has helped us enhance the customer digital experience across our banking platform, where the ability to address silent feedback is key for maintaining customer satisfaction and loyalty.

Likelihood to Recommend

Glassbox’s VoS feature is really handy in discovering and understanding the unspoken frustrations and struggles of your users. For example, when we introduced a new booking feature on our travel platform, the initial customer feedback seemed positive. But by implementing VoS we discovered that a significant number of users were struggling with the final booking confirmation step. They didn’t report their frustrations, but VoS highlighted a pattern of users abandoning the process at that same point. In response, we refined the booking interface to streamline the confirmation process, and enhanced the overall customer experience.

Use Cases and Deployment Scope

As the only platform to offer Single Tenant storage, Glassbox not only meets our company’s rigorous security standards but also enables us to adhere to compliance and data privacy requirements. In addition, its real-time analytics and anomaly detection identify unusual patterns in customer behavior that might indicate fraud. It flags unusual activity for immediate review, allowing us to act quickly to keep our customers safe.

Likelihood to Recommend

We noticed a drop in engagement on our online banking portal, specifically with our investment management tools. Customers were abandoning ship before completing actions like adjusting their portfolios or setting up new investment accounts. We turned to Glassbox with our concerns regarding potential loss of business, and began using real-time journey analysis to pinpoint exactly where customers were dropping off. Whether it was slow load times or confusion while navigating, we were able to understand the cause and make targeted improvements to our portal. As a result we saw an increase in completed transactions.

Use Cases and Deployment Scope

Glassbox's VoS feature has basically transformed the way our company handles customer feedback. It allows us to address feedback based on its significance, irregardless of context. VoS amplifies the voice of customers who don't actively share feedback with us, giving us an accurate sense of customer sentiment and experience representing our entire customer base. Before integrating Glassbox, we were making decisions informed by a skewed perception of customer preferences. This is because we were only hearing a minority of our customers' voices. Glassbox gives us comprehensive feedback - we see the whole picture, and we can avoid making misguided strategic decisions.

Likelihood to Recommend

We noticed that users were dropping off before completing registration for our mobile app. We used Glassbox to gain insight into customer onboarding and try to identify the painpoint. With Session Replay, we observed customer interactions step by step and discovered many were getting stuck at the identity verification stage, which requires users to upload a specific photo size and format. This step was frustrating users, and many were leaving before completing registration. We used Glassbox's VoC solution to collect feedback, prompting these users to share their reasons for abandoning registration. The photo requirements were the turn-off. Based on these insights, we simplified the document upload requirements and improved the app's ability to accept various file formats. We've since noted an increase in completion rates for onboarding users.

Use Cases and Deployment Scope

Our company uses Glassbox primarily for customer experience analysis. We track every user interaction on our site, from clicks and scrolls to form submissions and page navigation (and more). Glassbox features like Interaction Maps, real-time monitoring, and alerts, allow us to detect and address issues as they surface. With Session Replay, we watch recordings of user sessions to see exactly what our customers are experiencing on our site, where they are getting stuck or frustrated, and why they are leaving our site. Glassbox’s data analysis provides really valuable, actionable insights into customer behavior and experience, allowing us to continuously make improvements to our website and mobile app and keep our customers coming back.

Likelihood to Recommend

Glassbox is really helpful in taking the focus beyond technical issues to really understanding where our users are experiencing difficulties on our site and app. For example, we recently had an issue with our mobile app – our users were having an issue with the product search function. We used heatmaps and session replays to discover the root of the problem and understand why a good portion of our customers were abandoning their searches (due to long load times). With these insights, we decided to optimize the search algorithm to reduce load times and released an update with this improvement. We monitored user interactions following the update and compared data from before and after. The post-update data showed a nearly 30% decrease in search-related abandonment. Without Glassbox it would have taken a very long time to diagnose the search functionality issue.

Use Cases and Deployment Scope

As an FSI, security and risk are a priority for us. First of all, Glassbox provides an environment that meets our stringent security needs by being the only platform to guarantee dedicated, Single Tenant storage. This isolated environment also helps us meet data privacy and regulatory compliance requirements. Risk mitigation is a benefit as well – we leverage Glassbox’s real-time monitoring capabilities to detect suspicious activity or potential security breaches live. This enables us to respond quickly and take immediate measures to protect our customers’ sensitive data at all times.

Likelihood to Recommend

We noticed an increase in fraudulent activity on our banking platform and were looking for a solution to detect and prevent fraud in real-time, while ensuring compliance with regulatory requirements. We implemented Glassbox's real-time monitoring and alerts to quickly identify fraud attempts while they were happening. Glassbox's alert system notified our fraud detection team in cases of unusual transactions or multiple failed logins. Our team then used Glassbox's session replay feature to review flagged interactions and identify fraudulent activity. Our team was quick to respond, which not only minimized risk for our customers but also helped preserve (or even boost) customer trust and loyalty.

Use Cases and Deployment Scope

Glassbox’s built-in AI has been a complete gamechanger for me. Not only does it save me loads of time, it’s also incredibly easy to use. I''m no longer dependent on our data analysts and tech teams to build and run complex searches for me – I can dive right in, ask simple questions, and let Glassbox’s AI do the legwork. A major perk is that, because it’s so user-friendly, anyone on my team can access it, regardless of their skillset or technical expertise. This means more hands on deck and better collaboration across the team. Bottom line, with Glassbox AI I get accurate insights pretty much instantly and, rather than getting caught up in time-consuming data analysis, I get to focus on strategy and decision-making (a.k.a., what I’m really here to do).

Likelihood to Recommend

Glassbox has been really great in helping us monitor real-time customer interaction. For example, we launched a new online loan app process last March and, a few weeks in, Glassbox detected repeated dropoffs mid-application, specifically in the financial information section. The alert pointed to a pattern of hovers in the monthly income field, followed by abandonment. Turned out there was a glitch with the drop-down menu for salary range, which we were able to identify really easily through the session replay function. We could see exactly what was troubling the customer, and it was a pretty easy fix. Were it not for Glassbox, weeks or possibly months may have gone by before we managed to find the root of the problem. Who knows how many customers we could have lost in the interim.

Use Cases and Deployment Scope

I've been using Glassbox to recreate the experiences our customers have on [...]'s digital site, and it's been incredibly helpful. With Glassbox, I can see exactly what our users are going through, which helps me spot errors and identify points of their frustration. This means I can fix issues before they become major problems. What I really appreciate about Glassbox is the level of detail it provides. By traking and analyzing user interactions, I can understand where things might be going wrong and take action quickly. This not only improves the overall user experience but also helps us provide better support to our customers.

Likelihood to Recommend

At [...], we observed a high number of customers abandoning the online account registration process halfway. This was concerning as it directly affected our ability to efficiently onboard new customers. To tackle this issue, we utilized Glassbox to gain deeper insights into the user experience during the registration process. We used session replay analysis and identified the reasons behind the drop offs