Item: Glassbox
Rating: 10
Author: Karina Lopez

Overall Satisfaction with Glassbox

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.

Pros and Cons

Pros

Enables businesses to immediately detect and resolve issues, through real-time monitoring and alerts.
Reduces abandonment rates by identifying the point of friction and making suggestions for how to resolve it.
Provides visual tools that show a user's clicks, scrolls, and hovers, offering loads of insight into customer behavior.

Cons

Glassbox offers some really powerful features whose interface can feel a bit advanced/overwhelming to the new user. More intuitive documentation and tutorials might make it easier for users to really take advantage of the platform's capabilities to their fullest.

Return on Investment

Glassbox is instrumental in helping us reduce abandonment rates on our site and app, since we are able to monitor and analyze user interactions in real-time, and fix issues as they arise. It's a proactive approach to enhancing customer experience, and it has definitely led our business to a significant reduction in our abandonment rates, especially at critical points in the customer journey such as checkout and final purchase.

Usability

Glassbox merits a perfect 10/10 in my book. It's real-time monitoring and session replay features are so easy to navigate, and its user-friendly design and interface makes it extremely accessible. In addition, their customer support team is so responsive and professional, making it easy for new users to learn the ropes.

Alternatives Considered

Datadog

When we were looking into DEM solutions, we considered going with Datadog, but it focuses primarily on technical issues as opposed to capturing and analyzing user experience struggles (for example, why our customers are abandoning our site). This is really what we were looking for, which made Glassbox a perfect fit.

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 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.

Glassbox Feature Ratings

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