See through to success using Glassbox.
December 29, 2022
See through to success using Glassbox.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Glassbox
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.
- Session Search and Replay
- Ad-Hoc Reporting
- Client-side capture capabilities
- Funnels
- 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.
Do you think Glassbox delivers good value for the price?
Yes
Are you happy with Glassbox's feature set?
Yes
Did Glassbox live up to sales and marketing promises?
No
Did implementation of Glassbox go as expected?
No
Would you buy Glassbox again?
Yes