Item: Glassbox
Rating: 10
Author: Acharya Bhoomica

Overall Satisfaction with Glassbox

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.

Pros and Cons

Pros

Reveals hidden customer sentiments
Offers feedback analysis that enhances customer intelligence and helps businesses make informed, data-driven decisions

Cons

Glassbox's VoS feature has great potential, but user training and support could be enhanced in order to allow users to fully leverage its capabilities. To use it effectively, you really need to have access to solid VoS training and support.

Return on Investment

Glassbox has really taken us to the next level in terms of customer sentiment analysis and informed decision-making. We're capturing 100% of customer sessions, and with Glassbox we're able to address hidden issues and make decisions that enhance the experience of our entire customer base, as opposed to just a select few. Our strategic decisions are now based on accurate, comprehensive data, and we're seeing the fruits of this. Our customers are more engaged (and more loyal), our conversion rates are climbing, and our business is growing.

Usability

Glassbox makes it really easy for users to interpret and act on customer feedback. You don't have to have any technical knowledge to be able to benefit from these features. It's quick, it's accessible, and for us it's been a total gamechanger. I definitely give it a 10 out of 10.

Alternatives Considered

Contentsquare

We chose Glassbox instead of Contentsquare primarily because of Glassbox's built-in VoC solution, which is linked directly to session data. This feature really helps contextualize customer sentiment data and makes the feedback even more insightful.

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

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.

Glassbox Feature Ratings

Comments

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Built in VOC which is adds a great deal of value