Item: Glassbox
Rating: 10
Author: Verified User

Overall Satisfaction with Glassbox

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).

Pros and Cons

Pros

Detecting issues in real-time
Identifying customer patterns that are difficult for a business to pinpoint on their own
Revealing insights about the experiences of customers who don’t actually provide feedback (Voice of the Silent function)

Cons

The main issue I find myself struggling with is the vast amounts of session details that Glassbox AI generates. It can be pretty overwhelming to sift through.
Onboarding takes time, it's less of a hit-the-ground-running experience, which can make Glassbox challenging to embrace initially (even though once you get the gist of it, you realize how intuitive it really is).

Return on Investment

Since implementing Glassbox, our loan application completion rate has increased by 12%. I definitely attribute this to our ability to quickly identify and fix issues in the online application process. The more seamless the customer journey is, the higher our conversion rates will be. More loan originations mean increased revenue. We also saw an 18% increase in customer satisfaction scores in the first six months following implementation, which is definitely linked to our ability to resolve customer issues in real-time. Ultimately, increased customer satisfaction translates into increased customer retention, which also impacts revenue.

Usability

Glassbox is super intuitive. Yes, there's the initial setup and the inevitable learning curve, but the platform's overall functionality (and design) makes it accessible for almost anyone. I give it a 10 out of 10!

Key Insights

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?

Yes

Did implementation of Glassbox go as expected?

Yes

Would you buy Glassbox again?

Yes

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.

Glassbox Feature Ratings

Comments

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Great tool for improving CX