Glassbox Reviews

“Detailed quick search

Pros

One thing I really appreciate is how detailed and well organized everything is which makes it quick for me to search and find exactly what I need. The interface looks modern and polished and being able to search using different criteria helps me narrow things down much more precisely.

Cons

I genuinely enjoy using�the platform. A few improvements would make it even better, like a more user friendly interface, stronger data privacy and more advanced analytics. It would also be helpful if it could handle more activity at once, provide real-time stats and offer faster customer support.

“Session recordings reveal friction

Pros

Session recordings have been extremely helpful for me especially when it comes to identifying where my customers run into friction during their journey.

Cons

It would be even better if�this platform�improved its heat maps so they felt more usable.

“valuable for debugging and understanding user interactions

Pros

Being able to observe and analyze what is happening inside my application has been extremely valuable for me. It helps me a lot with debugging, performance optimization and understanding how users interact with my product. It is also very helpful for reviewing the user experience, seeing users actual interactions with the application and following their movement across different pages and the full end-to-end session flow for analysis and troubleshooting.

Cons

From using�this platform, I feel a few improvements would make the experience even better and more useful for debugging and troubleshooting. A stronger dashboard with a clearer overview of the user experience, the errors users encountered while accessing the application, response times and the overall experience they had would be very beneficial. An improved error analysis page with more features would also help especially if it offered more recorded sessions for users who experienced 500/600 errors or other specific application issues. Better performance while accessing recordings would also make a noticeable difference.

“Easy interface tracks navigation

Pros

The interface is user friendly and easy for me to use. It makes it much simpler for me to understand how my customers are moving through and navigating my site.

Cons

A few of the search and filtering features aren't very clear at first. They could definitely be made more user friendly.

“Heatmaps augmented journey maps

Pros

Heatmap data and augmented journey maps are the standout parts for me. I also appreciate being able to pull the data into a spreadsheet and the insights from Glassbox actually complement my Adobe Analytics analysis instead of just repeating the same information. On top of that the flows feel more user friendly to me.

Cons

There's definitely room to make�the product�even better by adding a faster, simpler way to download and share interaction maps as JPGs. I use those in presentations all the time, so that would be really useful. It would also help a lot to compare similar, though not identical, webpage interaction maps side by side.

“Sees issues from user viewpoint!

Pros

Being able to fix issues by seeing things directly from the user's point of view is incredibly valuable for me compared with just guessing where people are dropping off. The filtering tools are also really useful for zeroing in on conversions or spotting problems within a specific scenario.

Cons

At times the interface feels a bit confusing because it takes quite a few steps to get to the data I want. Some of the terminology also isn't very clear for someone coming in fresh without prior experience and I'd really appreciate more live demonstrations to help me understand which information I need and the best way to pull it.

“Clear session recording

Pros

Glassbox seems very approachable to me because the interface is clear and easy. Even people who are new to it can quickly figure out where to go and what to do without much effort. The session recording capability has also been better than I expected. I have used other third-party tools for session recording before and Glassbox stands out because it delivers exactly what I need especially with how well it handles background requests.

Cons

One thing that would make�this platform�even better is a dark mode, since the current interface is very bright and heavily white. In the session recording area, there are also some spammy or irrelevant requests that would be helpful to mute or filter out. Another issue is with deep linking. Like if I open a link to a specific tab without already being logged in, it sends me to the login page but after signing in, it takes me to the main page instead of the tab from the original link.

“real user experience

Pros

It gives me a much more accurate picture of the real user experience than other reporting, analytics or feedback tools I have used.

Cons

Since I am still fairly new to�the platform, quite a few parts of the interface don't feel very user friendly yet. Also it can be a little overwhelming, although that may come down to needing more training.

“Clear listed user journey

Pros

Having the user journey and each action listed clearly on the side is a big help for me, since I can jump straight to the reported steps and review them without wasting time.

Cons

At times the images in the recordings don't get captured correctly and that can be a little confusing because it's hard to tell whether the issue came from the user's side or from�the software. It would be nice to see this fixed so those minor bugs stop becoming a distraction.

“Provide session replay analytics

Pros

One of the biggest strengths of Glassbox for me is how completely session replay is built into the analytics. That connection gives me the visibility I need to refine and improve the customer journey across my website.

Cons

The reporting feels a bit too basic right now and we have to spend time configuring it to get the level of detail we actually need.

“Detailed replay drives action

Pros

Able to watch customer sessions back is one of its biggest strengths for me. The replay is very detailed and gives me clear insight into their experience which helps me take action quickly.

Cons

We have run into some performance issues and the amount of time needed to recreate screens is significant and not a minor task.

“Watch sessions understand behavior

Pros

Being able to watch customer sessions gives me a lot of useful information and helps me understand user behavior much better. I'd still love to see more logs included, since that would make my insights even more complete.

Cons

Overall, I think you're doing an excellent job. The only thing that occasionally feels a bit difficult is that the search area and filter section aren't always very user friendly.

“Track full user journey

Pros

Before I started using Glassbox, it was really difficult for me to understand what users were actually doing. With Glassbox, tracking their actions is much simpler for me and I can clearly see the full journey, including the exact flow and every step they took.

Cons

I am still not knowledgeable enough about the system and that may be part of the issue. At times it can feel a bit complicated when you're not yet familiar with all of its advanced and impressive features.

“Full API request visibility

Pros

Having user sessions available along with the full API requests and responses is incredibly useful for me when it comes to troubleshooting and triaging issues.

Cons

It would be even better to have more training videos and learning materials that explain how to filter sessions and save them for building reports based on user needs.

“Accurate customer journey picture

Pros

It gives me an accurate picture of my customers journeys and how they interact with different page elements.

Cons

Well I think it would be even better if A/B testing could be done directly in�this platform�without relying on third-party plugins.

“Clear success failure transaction data

Pros

One thing that really helps me with Glassbox is how clearly it shows me both the number and percentage of successful and failed transactions across my systems. Having that level of detail makes it much easier for me to identify which parts of my site need attention first, so I can focus on the areas that should be optimized, improved or corrected. It does a good job of pointing out where fixes are needed which can ultimately lead to more site visits and more completed transactions from my customers.

Cons

There's still room for improvement especially when it comes to customizing reporting views and the elements used in funnel creation. Ideally, those elements should be more flexible within my access so I can analyze data in a way that fits our specific needs. If the funnel options were more customizable, I could build reports for my supervisors faster and with better accuracy. Those added insights would help us improve both our site and our operations. The current funnel creation feature is definitely useful but I'd really like to see more customization options based on the criteria we need.

“Interaction maps reveal struggles

Pros

Interaction maps make it much easier for me to understand where my visitors are struggling and the session recordings are really useful for analyzing their behavior in detail.

Cons

One thing that could be better is setting up custom dimensions. I'd love to search for very specific issues, like dead clicks on a particular button. The behavior visualizations also take some time to understand at first glance especially compared with Contentsquare which presents that part more clearly.

“Visual graphs spot friction

Pros

The visual graphs have been really helpful for my team when it comes to spotting customer friction points and understanding where users are running into trouble.

Cons

After setting a date filter range, the page tends to slow down and there are noticeable performance issues while it loads.

“Exact mobile browser interaction

Pros

Having the ability to see exactly how my clients interact with both my mobile experience and my browser experience has been incredibly valuable for me.

Cons

The latest updates have been really good and at this point I am not sure what I'd suggest improving.

“Watch exact customer replay

Pros

Being able to watch the customer experience replay exactly as it happened is incredibly convenient for me when analyzing an issue and it's also useful that I can save those sessions for future review.

Cons

Performance is the biggest downside. Loading can take quite a while and sometimes I have to click the same link multiple times before a session actually opens.

“Sees what customers see

Pros

Having visibility into the technology my clients use lets me see exactly what my customers are seeing. That gives me the relevant information I need to make changes to my website and improve how well it serves my customers.

Cons

It would help to have a longer window for viewing interactions. For research purposes, we need access for more than 30 days because the current limit is not enough to support our business requirements.

“Easy site navigation replay

Pros

Navigating the site feels very easy to me, so getting around the application and completing what I need to do is simple. I mostly use Glassbox for session replay and for searching session struggles and it handles those tasks really well for me.

Cons

Nothing really stands out as a downside. The site is set up very well and I am able to complete playback and move around without trouble. The training was also very helpful and made it much easier to get started.

“Reshape site data analysis

Pros

Being able to reshape the data into a format that helps me analyze customer experiences site by site has been really valuable for me. It also supports me in building a clear hypothesis before running tests which makes the whole process more purposeful.

Cons

The dashboard could be more user friendly when it comes to getting to the specific data I need. That also applies to having deeper data breakdowns available and more flexibility in exporting the information in the exact format I am looking for.

“Clean user friendly interface

Pros

Just a few days into using Glassbox and I am already really impressed by how clean the interface looks. Navigation feels very easy to me and I especially like that clicking certain elements automatically applies the filters I need. It feels very user friendly overall to me.

Cons

After a couple of days with�this platform, I have run into some trouble with the Journey Map and getting truly meaningful analysis from it. I'd also appreciate a simpler way to zoom in on specific URLs because searching for them right now doesn't seem to work the way I'd expect.

“Journey details reveal friction

Pros

One of the strongest things about Glassbox for me is how much detail it captures throughout the user journey. With that depth of data, Glassbox can identify friction points in my app and show me, as a product owner, exactly where I should be focusing my time. It just works and I feel confident relying on the insights it provides.

Cons

Getting the reports set up exactly the way we wanted did take a while. There are also a few features in�this platform�that I think could look better but the data is reliable and that matters most.

“Spots customer struggle points

Pros

Being able to see exactly where my customers are spending the most time and where they run into difficulties is something amazing to me. That visibility helps me improve their overall experience and gives them more reason to keep coming back.

Cons

A downside is that session data is only kept in storage for thirty days, so once that window passes, we cannot review the information or replay sessions from earlier periods.

“Excellent funnel spike alerts

Pros

it reports and funnels have been excellent for me and I am especially pleased that I can set up alerting to notify me whenever there's a spike.

Cons

Site navigation can feel a bit difficult at times especially when entering different date ranges, for example.

“quick setup

Pros

Getting started with the Glassbox interface was very easy for me. It's simple to understand, so my team was able to jump in quickly and get done what we needed without much effort.

Cons

One issue we ran into was with the reports showing missing sessions. The data appeared in the reports but we couldn't open or connect it to the actual session recordings.

“Heatmaps show hover clicks

Pros

The heatmaps have been really useful for me especially since they show hover activity and click rates on specific screen elements. Being able to organize those insights into zones adds even more value for me.

Cons

I'd be even happier if�this platform�added more sessions to the screen and, On top of that offered a working link to A/B testing.

“Detailed session event sequence

Pros

One of the best parts of Glassbox for me is how detailed the session replay is. It lets me see every event and API call, along with customer events and attributes, all displayed in the exact sequence they occurred during the session.

Cons

A frustrating part is that sessions tend to expire after only about 30 minutes which means we cannot always replay them immediately. We have to sign back into the system again and that gets annoying.

“clear visibility into website issues

Pros

Glassbox gives me clear visibility into what's happening across my website. It helps me spot issues that may be hurting my bounce rate and it also gives me a much better understanding of the customer journey and roundtrip behavior in the mobile app.

Cons

A limitation I have noticed is in the main session replay search. On the main page, I am able to search sessions using created attributes but I cannot actually filter by those attributes which makes session analysis less flexible.

“allows us to see unfinished transaction errors

Pros

One of the best parts of Glassbox for me is the insight it gives me into sessions where customers don't finish their transactions. It helps me clearly see what kinds of errors are happening and understand where things are going wrong.

Cons

The color contrast still feels lacking and I'd be glad to see that improved.

“Spot rage click abandonment

Pros

Being able to see exactly where my customers abandon the journey and understand why has been incredibly useful for me. I can quickly spot friction points like rage clicks and dead clicks and that gives me clear direction on how to improve the site experience for them.

Cons

It�itself feels pretty complicated and it would be much more helpful if it were simpler to navigate. It can be hard to know where to begin in the application or how to map out a plan for what to focus on during the day.

“Interaction maps show movement

Pros

Interaction Maps give me everything I need to understand how my customers are engaging with my site and how they move through it.

Cons

One downside with the overlapping percentage metrics in Interaction Maps is that some of the values can be hard to read because they end up hidden behind each other.

“View ip location redemptions

Pros

Working on the Risk team, being able to view the IP locations tied to point redemptions is really useful for me when deciding whether an action was legitimate or not.

Cons

The mobile history still feels inconsistent and there are times when logged records or data from mobile sessions just don't appear.

“Session recording reveals friction

Pros

One of the standout parts of Glassbox for me is the session recording. I rely on it heavily to understand user behavior, see how people interact with my site and spot where they run into trouble or friction.

Cons

What I'd still want is the ability for newly added attributes or actions to work retroactively.

“Exposure maps for scroll depth and fold line are really useful

Pros

The exposure maps especially scroll depth and the fold line, are really useful for me.

Cons

It would be better to get more specific alert and error feedback. For instance, when I enter a date range that's too large, it doesn't say that clearly and only shows a generic message.

“Powerful session replay fit

Pros

Glassbox session replay feature has been very powerful for me and fits exactly what I need.

Cons

I'd like to see the reporting expanded beyond the current 8 consecutive-day date range.

“Easy start immediate value

Pros

Getting started with Glassbox is very easy for me and it delivers value almost immediately once I begin using it.

Cons

A thing that gets frustrating is having to sign in every time. The system also logs you out pretty quickly when it sits idle for a short period.

“Spot user trouble areas

Pros

For my organization, the biggest benefit is being able to spot exactly where users are having trouble and what parts of the website need attention or fixing.

Cons

It would be even more useful if the reporting could be accessed with a right-click option to allow a deeper drill-down.

“Pinpoint website user struggles

Pros

Being able to watch sessions and pinpoint exactly where users are running into trouble on my website has been really valuable for me. The reports are useful too and whenever I have questions, the support team is there to help.

Cons

Nothing major that I count as a con!

“Review all user sessions

Pros

Umm able to pull up a user and review all of their sessions in one place makes it simple for me to spot where they struggled, understand the cause and figure out the right solution.

Cons

Some data can take a while to load. There are times when I need to check a session from a few hours earlier and it still is not available yet or has not fully loaded.

“Clear view customer problems

Pros

Everything about Glassbox works really well for me. It's simple to use and it gives me a clear view of my customer sessions, including the points where they run into problems.

Cons

The reporting is decent but it could definitely be improved a bit more.

“Provides data accurate decisions

Pros

The amount of data it provides is something I really appreciate. It gives me what I need to analyze results properly and make more accurate decisions.

Cons

One thing I'd still love to see is simpler column management especially when it comes to reordering columns.

“Journey map shows movement

Pros

Glassbox's page journey insights, along with the general map, really help me understand how my customers move through the process.

Cons

It would be helpful if the onboarding and training included more use case examples for our company.