Item: Glassbox
Rating: 9
Author: Verified User

Overall Satisfaction with Glassbox

Use Cases and Deployment Scope

We rely on Glassbox's VoS feature to gain a deeper understanding of customer behavior, across the board. With VoS we can analyze all user behavior and interactions, including the customers who don’t share. In other words, we get a really holistic picture of customer sentiments, and use that feedback to prioritize issues based on their impact, and make data-driven decisions. VoS has helped us enhance the customer digital experience across our banking platform, where the ability to address silent feedback is key for maintaining customer satisfaction and loyalty.

Pros and Cons

Pros

Contextual feedback - VoS offers context to the feedback we receive by linking user behavior with their feedback.
Proactive problem-solving with VoS, which can detect patterns in user behavior that may indicate struggles, even before customers report them.

Cons

I think the training process has room for improvement. The platform has so many features, which makes the onboarding a bit overwhelming, so you need proper training. Users could benefit from more comprehensive training resources to become proficient more quickly.

Return on Investment

Glassbox enables us to address hidden issues that could have otherwise led to customer dissatisfaction. Also, by prioritizing and resolving the most significant silent feedback, we're able to enhance the stability and usability of our platform, and increase our customer retention.

Usability

9/10. It's an indispensable tool for proactively managing and improving the digital experience.

Alternatives Considered

Contentsquare

We chose Glassbox over Contentsquare because it offers an integrated VoC solution that is directly linked to session data. This gives us a much deeper understanding of the context behind the customer feedback.

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’s VoS feature is really handy in discovering and understanding the unspoken frustrations and struggles of your users. For example, when we introduced a new booking feature on our travel platform, the initial customer feedback seemed positive. But by implementing VoS we discovered that a significant number of users were struggling with the final booking confirmation step. They didn’t report their frustrations, but VoS highlighted a pattern of users abandoning the process at that same point. In response, we refined the booking interface to streamline the confirmation process, and enhanced the overall customer experience.

Glassbox Feature Ratings

Comments

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Enhance CX With Silent Feedback Insights