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Glassbox

Glassbox

Overview

What is Glassbox?

Glassbox helps organizations make their customer’s digital experience intuitive and safe. The vendor says it does this by capturing 100% of activity on mobile apps and websites and visualizing a holistic journey map. Using embedded AI Glassbox points to where…

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Recent Reviews

TrustRadius Insights

Glassbox has revolutionized the way users tackle challenges related to conversion rate, product adoption, and customer satisfaction. By …
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The page finder is great!

10 out of 10
January 18, 2023
Glassbox's page finder and session replay features are two of the platform's most powerful tools for understanding customer behavior on a …
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Very flexible solution

10 out of 10
January 11, 2023
I have been using Glassbox for the past six months, and I am extremely impressed with its flexibility and custom reporting capabilities. …
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Interaction Maps are super cool

10 out of 10
December 30, 2022
I have been using Glassbox Interaction Maps in my organization for the past year and have been extremely impressed with the results. As a …
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Great solution for our needs

10 out of 10
December 15, 2022
We are using Glassbox today to understand how our customers are using our webstie. Based on the insights from Glassbox we are able to …
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End-to-end visibility

10 out of 10
October 19, 2022
For a company with millions of sessions, having a tool that can capture all data and translate it to business insights is crucial. We …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 11 features
  • User Segmentation (32)
    9.5
    95%
  • Funnel Analysis (32)
    9.4
    94%
  • Session Recording and Replay (32)
    9.2
    92%
  • Click analytics (32)
    9.0
    90%
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Pricing

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N/A
Unavailable

What is Glassbox?

Glassbox helps organizations make their customer’s digital experience intuitive and safe. The vendor says it does this by capturing 100% of 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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Modern Frontend Monitoring and Product Analytics LogRocket combines session replay, performance monitoring, and product analytics, to enable software teams to create the ideal product experience.

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Product Demos

Sim City 2013 | Glassbox Demo Trailer AUS (2012) | PC Game (640x360)

YouTube

The War Novel - Demo Book Trailer (GlassBox Media CIC)

YouTube

The Horror Novel - Book Trailer Demo (GlassBox Media CIC)

YouTube

The Vampire Novel - Demo Book Trailer (GlassBox Media CIC)

YouTube

SimCity - GlassBox Demo #3 - VOSTFR - HD

YouTube

SimCity 2013 GlassBox Engine Demo

YouTube
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Features

Mobile Capabilities

Support for mobile devices like smartphones and tablets.

9.4
Avg 7.6

Results and Analysis

Tools that allow users to evaluate the results of website optimization tests (e.g. A/B, A/B/n, multivariate, and split URL tests), or view visitor interaction with webpages and specific site elements.

9.4
Avg 8.8
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Product Details

What is Glassbox?

Glassbox helps organizations make their customer’s digital experience intuitive and safe. The vendor says it does this by capturing 100% of 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.

Glassbox Features

Customer experience management Features

  • Supported: Product usage analytics
  • Supported: Customer experience profiles
  • Supported: Customer experience dashboard
  • Supported: Customer journey mapping
  • Supported: AI-powered recommendations

Results and Analysis Features

  • Supported: Click analytics
  • Supported: Scroll maps
  • Supported: Conversion tracking
  • Supported: Goal tracking
  • Supported: Funnel Analysis
  • Supported: Session Recording and Replay
  • Supported: User Segmentation

Mobile Capabilities Features

  • Supported: Responsive Design for Web Access
  • Supported: Mobile Application
  • Supported: Dashboard / Report / Visualization Interactivity on Mobile
  • Supported: Mobile App Analytics

Security and Administration Features

  • Supported: GDPR compliance
  • Supported: Secure web hosting

Additional Features

  • Supported: Augmented Journey Map
  • Supported: Anomaly detection
  • Supported: Clickmap
  • Supported: Crash Analytics
  • Supported: Struggle score
  • Supported: Root cause analysis
  • Supported: Dynamic struggle score
  • Supported: Behavior analytics

Glassbox Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationNo
Supported CountriesAmericas, EMEA, APAC
Supported LanguagesAll languages

Frequently Asked Questions

Quantum Metric, FullStory, and Contentsquare are common alternatives for Glassbox.

Reviewers rate Scroll maps highest, with a score of 9.6.

The most common users of Glassbox are from Enterprises (1,001+ employees).

Glassbox Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)20%
Enterprises (more than 500 employees)80%
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Comparisons

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Reviews and Ratings

(46)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Glassbox has revolutionized the way users tackle challenges related to conversion rate, product adoption, and customer satisfaction. By providing a comprehensive understanding of different events and optimizing the user experience, Glassbox has become a game changer for many. With its A/B testing capabilities, users have successfully tested various offerings and identified the website versions that receive the most positive and desired responses. The impressive Interaction Maps feature has proven invaluable in improving the customer experience by identifying pain points, saving time for customer service managers, and enhancing overall satisfaction. Moreover, Glassbox enables users to reproduce complaints and bugs reported by their customers, leading to significant improvements in the digital experience.

Another key use case for Glassbox is its ability to gather data on various events happening on websites and prioritize them based on importance. This helps users focus on addressing critical issues first and drive continuous improvement. In addition, Glassbox plays a crucial role in optimizing marketing campaigns by easily segmenting traffic and tying it to revenue. By tracking user interactions with different offerings on a website, Glassbox assists in refining content strategies based on user interests. Furthermore, Glassbox helps investigate why users may not be adopting a site fully by identifying drop-off points and resolving any issues before abandonment occurs.

Customization is another area where Glassbox excels. It allows users to tailor their websites to provide an easy navigation experience for different user groups, reducing unnecessary stages or barriers that may hinder user engagement. Furthermore, Glassbox seamlessly integrates with other tools in the CX stack, collecting valuable data without the need for tagging. This integration improves efficiency for organizations across multiple domains as they aim to support customers effectively, identify and address issues promptly, and track and analyze user behavior.

The page finder and session replay features within Glassbox are powerful tools for understanding customer behavior on websites. The page finder facilitates quick searches and filtering of customer interactions, while the session replay feature provides detailed views of how customers navigate through the website. Users appreciate the ease of addressing technical escalations, spotting defects, and collaborating with IT and product teams to fix issues using Glassbox. By improving websites based on insights into customer interactions, Glassbox simplifies the process of enhancing user experience and ensuring customers can easily find what they need.

In summary, Glassbox's versatile capabilities have been highly praised by users in a multitude of scenarios. It provides deep insights into website visitor behavior, helps optimize marketing campaigns and conversion rates, enhances customer satisfaction, identifies pain points, and supports continuous improvement efforts. With its user-friendly interface and ability to create custom reports tailored to specific needs, Glassbox users have found it convenient for extracting insights from the data. The platform's visualization abilities have played a vital role in determining the success of targeted product offerings and identifying areas for improvement in product engagement. Marketing campaigns have also benefited from Glassbox, as it allows users to focus efforts on the right audiences and track revenue generated by campaigns.

For organizations dealing with a high volume of website sessions, Glassbox has proven crucial in capturing and filtering data based on specific use cases such as conversion, product adoption, and technical struggles. This streamlines the process of improving the digital journey, making it faster and easier. With its ability to provide more data than traditional analytics tools, Glassbox empowers users to generate deeper insights into user experiences while browsing websites and apps.

Real-time data capture without the need for tagging has been a key benefit of Glassbox, enabling users to quickly address technical and experience struggles before they impact revenue. Additionally, Glassbox has provided visibility into areas of websites that require optimization, helping users re-brand and improve the overall look and feel. The session replay feature in Glassbox offers a clear and profound understanding of customers' experiences, including their preferences and expectations from websites. It has also become a valuable tool for obtaining insights into customer interactions and habits without requiring a purchase.

Overall, Glassbox has been widely adopted across various industries to support customers effectively, identify and resolve issues promptly, track user behavior, optimize marketing efforts, enhance website flow and conversion rates, and increase user engagement. Users appreciate its extensive capabilities, ease of use, flexibility in generating customized reports, and ability to provide valuable metrics for decision-making purposes. By facilitating data-driven decision-making and improving the overall customer experience, Glassbox has emerged as an indispensable tool for organizations aiming to stay ahead in today's digital landscape.

Ease of Access and Integration: Users have consistently praised the product for its seamless integration with their websites and other tools, making it incredibly convenient for their internal users. They found the process of integrating the product to be straightforward and hassle-free.

Seamless Navigation: Many reviewers have commended the product for its intuitive navigation system, allowing them to effortlessly navigate between sessions, review details, and easily make notes for resolution. The user-friendly interface ensures a smooth experience when accessing different sections within the product.

Customization Possibilities: Numerous customers have expressed their satisfaction with the extensive customization options provided by the product. They appreciate being able to tailor their data sorting and filtering according to their specific needs. This flexibility helps them gain insights that are relevant to their business goals.

Inaccurate Data Counting: Some users have expressed concerns about the software's data counting not always being accurate. They have noticed discrepancies in the numbers and feel that this affects the reliability of the information provided.

Lack of Specific Solutions from Support Team: There have been complaints from users regarding the support team not providing specific solutions to their issues. Instead of offering tailored guidance, some reviewers mentioned receiving generic responses that did not address their unique problems.

Need for More Training Programs: Users have suggested that more training programs would be helpful in order to better understand and optimize the software's features. Some users feel that additional training sessions, especially for team members who are less technically inclined, would enhance their ability to make full use of the software's capabilities.

Users commonly recommend the following:

  1. Work with the Glasbox team to gain insights from the journey map and user behavior.
  2. Integrate Glassbox into principal processes and reports for a more comprehensive analysis of customer experience and behavior.
  3. Seek support from the Glasbox team, as the tool is easy to set up and get started with.
  4. Work with the account management team for best practices and tailored reports.
  5. Consult regularly with the support team for valuable insights.
  6. Use Glassbox to reduce errors, improve customer experience, and increase campaign conversion.
  7. Work more with the software team to define reports and funnels.
  8. Start with a few key reports to increase adoption and credibility.
  9. Use Glassbox on a day-to-day basis to identify friction points in the customer journey.
  10. Have positive experiences with the support team.
  11. Work with the services team for addressing customer complaints and gaining further insights.

Attribute Ratings

Reviews

(1-5 of 5)
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Score 10 out of 10
Vetted Review
Verified User
I have been using Glassbox Interaction Maps in my organization for the past year and have been extremely impressed with the results. As a customer service manager, I have found the Interaction Maps feature to be a valuable tool in understanding and improving the customer experience on our website.One of the major business problems that Glassbox Interaction Maps addresses is the ability to easily identify pain points and issues in the customer journey. With the visual representation of customer interactions, it is simple to see where customers may be struggling and take action to resolve the issue. This has greatly improved our ability to provide top-notch customer service and retain customers.In addition to identifying and resolving issues, the Interaction Maps feature has also saved our team a significant amount of time. We no longer have to manually sift through logs or rely on customer feedback to identify problems. The Interaction Maps provide a clear and comprehensive overview of customer behavior, allowing us to proactively address any issues.Overall, I highly recommend using Glassbox Interaction Maps in any organization. The product has greatly improved our understanding of the customer experience and has helped us identify and resolve issues.
  • Customer usage
  • Identify customer struggles
  • Optimize camapgins
  • understand customer abandonment
  • Get customer feedback
  • Interactions maps could perform better
  • support could be faster
  • more releases of features
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.
  • Interaction Maps: This feature provides a visual representation of customer interactions, allowing organizations to easily understand and improve the customer journey.
  • Session Replay: This feature allows organizations to replay customer sessions, providing insight into how customers are interacting with their website or application.
  • Advanced analytics: Glassbox provides advanced analytics capabilities, including the ability to segment customers and track key performance indicators (KPIs) over time.
  • Integration with other tools: Glassbox can be integrated with various customer service and CRM tools, allowing organizations to easily incorporate customer experience data into their workflow.
Customer experience management (4)
100%
10.0
Product usage analytics
100%
10.0
Customer experience dashboard
100%
10.0
Customer journey mapping
100%
10.0
AI-powered recommendations
100%
10.0
Results and Analysis (7)
94.28571428571429%
9.4
Click analytics
90%
9.0
Scroll maps
100%
10.0
Conversion tracking
90%
9.0
Goal tracking
100%
10.0
Funnel Analysis
90%
9.0
Session Recording and Replay
100%
10.0
User Segmentation
90%
9.0
Mobile Capabilities (4)
95%
9.5
Responsive Design for Web Access
90%
9.0
Mobile Application
100%
10.0
Dashboard / Report / Visualization Interactivity on Mobile
100%
10.0
Mobile App Analytics
90%
9.0
Security and Administration
N/A
N/A
  • Shorter development cycle
  • products with less bugs
  • shorter time to close cases
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
My team uses it to address technical escalations from our Customer Care Centers. We review customer sessions to spot reported defects, perform impact analysis, open defects, and work with IT and product teams to fix the issues. We are also the primary admins of the tool. We offer training and maintain the relationship with the client.
  • Session search and replay
  • Out of the box mobile app reporting
  • User friendly interface
  • easy and efficient administration
  • 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.
Tracking errors and struggles on particular website pages has been fairly easy to do and offers great results. Their Business Insights team is good at helping with reports and offering a breakdown of the insights that can be gleaned from them.
The Journey Mapping is quite complex and has not offered us the easy use we thought it would. The icons are very tiny within the map and it is hard to click on them. It would be nice to see an improved UI for this functionality. There is a lot of good data in the maps but it is hard to get to it all.
  • Session Search and Replay
  • Ad-Hoc Reporting
  • Client-side capture capabilities
  • Funnels
Customer experience management (3)
40%
4.0
Product usage analytics
60%
6.0
Customer journey mapping
60%
6.0
AI-powered recommendations
N/A
N/A
Results and Analysis (6)
63.33333333333333%
6.3
Click analytics
80%
8.0
Scroll maps
N/A
N/A
Conversion tracking
N/A
N/A
Funnel Analysis
100%
10.0
Session Recording and Replay
100%
10.0
User Segmentation
100%
10.0
Mobile Capabilities (3)
53.33333333333333%
5.3
Responsive Design for Web Access
N/A
N/A
Dashboard / Report / Visualization Interactivity on Mobile
80%
8.0
Mobile App Analytics
80%
8.0
Security and Administration
N/A
N/A
  • 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
Glassbox offered the server side capabilities we needed over anyone. Glassbox does not rely on massive custom event packages. Glassbox user interface is very simple and user friendly. The adhoc reports and fairly easy to use. It is an enteprise wide application and is not restrictive on how many users we can have. Session Search and Replay are very easy to use. Even our Customer Care agents can quickly learn to view sessions to help customers.
Score 10 out of 10
Vetted Review
Verified User
I use Glassbox for session replay of our customer sessions. We need to understand these sessions as they give us a clear and profound understanding of our customers' experiences: what they like about our site and what they expect from it, what they are getting and what they are not
  • Understand site abandonment
  • Increase site conversion
  • Prioritize work
  • Giving the full context
It is great in providing the information behind the reasons for user behavior. So when building new capabilities into the site, Glassbox helps to understand where would be the best place to put them on the site or mobile app. The session replay is also available with ad-hoc funnels. which is very valuable.
  • Ad Hoc search
  • No tagging
  • Easy to use
Customer experience management (4)
100%
10.0
Product usage analytics
100%
10.0
Customer experience dashboard
100%
10.0
Customer journey mapping
100%
10.0
AI-powered recommendations
100%
10.0
Results and Analysis (7)
100%
10.0
Click analytics
100%
10.0
Scroll maps
100%
10.0
Conversion tracking
100%
10.0
Goal tracking
100%
10.0
Funnel Analysis
100%
10.0
Session Recording and Replay
100%
10.0
User Segmentation
100%
10.0
Mobile Capabilities (4)
100%
10.0
Responsive Design for Web Access
100%
10.0
Mobile Application
100%
10.0
Dashboard / Report / Visualization Interactivity on Mobile
100%
10.0
Mobile App Analytics
100%
10.0
Security and Administration
N/A
N/A
  • Customer Satisfaction
  • NPS
  • Operational Efficiency
Score 10 out of 10
Vetted Review
Verified User
Understanding the root cause of events and addressing recurring issues to prevent website abandonment. We also wanted to improve our website visibility on google and increase traffic from our various campaigns
  • Sessions replay
  • Traffic segmentation
  • UX and UI recommendations
  • User journey capability is great but requires more training
  • More costumed reports
It really does deliver on value and answers so many use cases across our entire business unit
Customer experience management (4)
100%
10.0
Product usage analytics
100%
10.0
Customer experience dashboard
100%
10.0
Customer journey mapping
100%
10.0
AI-powered recommendations
100%
10.0
Results and Analysis (7)
100%
10.0
Click analytics
100%
10.0
Scroll maps
100%
10.0
Conversion tracking
100%
10.0
Goal tracking
100%
10.0
Funnel Analysis
100%
10.0
Session Recording and Replay
100%
10.0
User Segmentation
100%
10.0
Mobile Capabilities (4)
100%
10.0
Responsive Design for Web Access
100%
10.0
Mobile Application
100%
10.0
Dashboard / Report / Visualization Interactivity on Mobile
100%
10.0
Mobile App Analytics
100%
10.0
Security and Administration
N/A
N/A
  • More traffic
  • Better visibility ion Google
  • Website looks better
Answered all of our use cases as well as provided a clear roadmap to success. We received on going support and insights eve before we even signed which helped get more stakeholders in our company onboard.
20
Almost ALL business analyst in the company find the tool really useful and use it on a daily basis. Also the marketing team uses it to optimize campaigns and increase traffic
20
Business oriented and have some technical understanding.
  • User behavior understanding
  • More high quality traffic
  • Better website look and feel
  • The A/B testing integration is a new capability and has been super helpful in helping us optimizing the website usability
  • Testing the usability of other digital properties we own before they go live
The level of support from the Glassbox team and how much we have improved our conversion just after a few months
Easy to navigate between the reports, sessions and screens. No need for prior technical knowledge - it is very much user friendly
  • Session replay
  • Reports
  • Not many - maybe the user journey map requires some training to be able to read all the data
Yes
We use Glassbox advanced mobile SDK solution in order to reach more users with different devices and operation systems and customize the experience for them no matter where they are or what device they are using
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We wanted to have more information on what our visitors/clients do on the platform and Glassbox managed to help us with this. Through capturing every action of the visitor/client such as: Clicks, scrolls etc we gain the ability to understand the sections that we need to improve in order to optimize our users' experience and have them gain the most out of it.
  • Sorting Data
  • Customization Possibilities
  • UI to visualize the gather data and take actions
  • Sometimes it feels like data are not counting correctly
  • Support sometimes tends to be not to the point
If you have no visibility over what your customers/visitors are doing Glassbox is an ideal solution for you. There are cases where you will feel that something is missing, but still, the insights gathered compared to the previous non-existant visibility era are great. Of course I haven't tried other similar tools, so I cannot compare it with what the rest of the market offers
  • Activity Tracking
  • Visualization Dashboards
  • More visibility over visitors actions
  • More data driven decision were made
  • There was no clear ROI that we could attach next to the service
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