Samantha K.
Banking, 500+ employees
Less than a year
“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.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
8
Functionality
8
Jennifer H.
Insurance, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
thomas h.
Retail, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
9
Functionality
7
Bas B.
Packaging and Containers, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Darwin D.
Information Technology and Services, 500+ employees
Less than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
corina a.
Construction, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Jamil J.
Telecommunications, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
10
Functionality
10
Rachel K.
Government Administration, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
camille z.
Retail, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Priya R.
Hospitality, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
mitchell d.
Hospitality, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
dhruvi p.
Financial Services, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Calvin C.
Retail, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
9
Value for money
10
Customer Support
9
Functionality
10
Jake A.
Retail, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
8
Value for money
9
Customer Support
10
Functionality
10
Katie S.
Hospitality, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Ravi B.
Financial Services, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anna M.
Health, Wellness and Fitness, 500+ employees
Less than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
David H.
Insurance, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Jamie B.
Financial Services, 500+ employees
Less than a year
“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.
Rating Distribution
Ease of use
8
Value for money
9
Customer Support
8
Functionality
8
Craig S.
Financial Services, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8