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Clear Design
What do you like best about the product?
I really love the clear design of the Glassbox interface which enables me to quickly understand where I need to focus
What do you dislike about the product?
We still require our APM tool as Glassbox does not provide us with inisghts on our server performance
What problems is the product solving and how is that benefiting you?
Helping customers by seeing what is happening on their end, and what they happen to be clicking on. It truly makes it easier when you can see what's going on instead of the customer telling you , when they may not even know what they are talking about.
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Simple
What do you like best about the product?
I like how simple it is to use and find sessions
What do you dislike about the product?
A great deal of data which can sometimes be overwhelming
What problems is the product solving and how is that benefiting you?
I am solving log in problems and account navigation and making sure our customers get a good expereriance
determine customer pain points
What do you like best about the product?
I like viewing the Recorded Sessions as I'm interested in the customer journey for my product and want to use this tool to determine customer pain points and frictions
What do you dislike about the product?
Solution works as described and nothing out of the ordinery. It provides us with insights on customer friction points
What problems is the product solving and how is that benefiting you?
I want to better understand what customers see on MBOL and CBOL on various flows, such as credit card application, making a payment, redeeming ThankYou points, or taking a lending product
Quick Visuals
What do you like best about the product?
I really like the
Quick visuals of where people are clicking. This helps us to identify any friction between their experience and how the site is operating
Quick visuals of where people are clicking. This helps us to identify any friction between their experience and how the site is operating
What do you dislike about the product?
Would prefer if there was a roll up of where struggles are happening or calling out those people so we could dive deeper. Also a recording that pulls multiples together/journey
What problems is the product solving and how is that benefiting you?
Searching for the friction points and solving them and finding how we can provide our customers with a better experience
Easy developer tool
What do you like best about the product?
The easeness of review the data and how organized every tab is.
What do you dislike about the product?
There is no tutorial videos for better understanding of the information.
What problems is the product solving and how is that benefiting you?
Showing me the flows in different paths we handle in the company
Powerful Chrome extension
What do you like best about the product?
to review sessions and specifically see how our customers are working on our website. I use the new chrome extension which is really helpful and means I can see a specific configuration of a page without needing to go into the site
What do you dislike about the product?
nothing, it's all good. The tool is very useful and addresses all of my needs!
What problems is the product solving and how is that benefiting you?
Because I can see our customers' journeys and how they interact with the site, I can understand their experience and where they struggle and what needs to be fixed.
Very easy to use
What do you like best about the product?
The ease to pull up recorded sessions with utilizing quick filter choices allows me to see everything I need for basic troubleshooting prior to having to go into the session.
What do you dislike about the product?
Overall, the only areas that make it more difficult for me to diagnose what's going on with a member account is having to individually review console errors and the error messages they provide. I'm not sure if that's necessarily within scope, but it would be great to get a summary of the errors experienced as a description of the session.
What problems is the product solving and how is that benefiting you?
caring for our customers a across the web sessions they have and fixing any of their experiance issues
Intuitive
What do you like best about the product?
Ease of reading the sessions and the display is very intuitive. I like that the customer sessions are broken into chunks and that a subsection categorisation is provided. I like that you can skip inactive periods and fast forward too.
What do you dislike about the product?
You can improve on the pinning of sessions. Mine just don't seem to stay there and I don't know why. The filter part of the display, to find the calls, is also slightly less intuitive than once you've found the call.
What problems is the product solving and how is that benefiting you?
Love the fact tha we can see where our customers struggle and this deliver fixes to the site
Great customer support
What do you like best about the product?
My Customer Success Manager, Jason, has been very helpful lately.
What do you dislike about the product?
Longer retention period would be helpful so that we can see older sessions
What problems is the product solving and how is that benefiting you?
As a UX Research, I am TRYING to determine usability issues that need to be resolved, and feature usage/adoption, but the learning curve of this platform is very steep.
Love the Augmented Journey Map
What do you like best about the product?
I like the concept of the augmented journeys. The recorded sessions are also useful.
What do you dislike about the product?
There is a lot functionality, which is great but also makes it overwhelming. It'd be nice if I could just say what I'm looking to learn about the data and then be directed where to go or simply told the answer (via an AI assistant maybe)
What problems is the product solving and how is that benefiting you?
Operational savings by spending less time i understanding the root cause behind customer struggle
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