Glassbox vs. SessionCam (discontinued)

Glassbox has been really great in helping us monitor real-time customer interaction. For example, we launched a new online loan app process last March and, a few weeks in, Glassbox detected repeated dropoffs mid-application, specifically in the financial information section. The alert pointed to a pattern of hovers in the monthly income field, followed by abandonment. Turned out there was a glitch with the drop-down menu for salary range, which we were able to identify really easily through the session replay function. We could see exactly what was troubling the customer, and it was a pretty easy fix. Were it not for Glassbox, weeks or possibly months may have gone by before we managed to find the root of the problem. Who knows how many customers we could have lost in the interim.

SessionCam works well for helping you figure out what is and isn't working with a small or mid-sized business website. It can give you valuable insights regarding the flow of the user's movements on the site, and where the user might hit a dead end. Its reporting capabilities might not be powerful enough for more complex situations.

Incentivized

• I like the ease of access that is provided to our internal users
• Super easy integration with our site and other tools
• The ability to navigate to any session, review the details and make actionable notes for resolution
• The ability to exclude sensitive information from being recorded.

• Session replay.
• Integration with Google Analytics.
• Struggle score.

Incentivized

• It's a pretty powerful platform, and my sense is that most users don't utilize it to its fullest potential. Glassbox could help by offering a more comprehensive onboarding program (maybe even customized training sessions or live workshops tailored to the needs and use cases of FSIs)

• They only did one part of an audit and said they were going to finish it, but never did. I've followed up with the account person and haven't heard back. This is a recent development this didn't happen with 2 other audits they did.
• It has aspects to try and narrow down the data, but it's still a lot of data to parse, so in the end, it still takes a lot of time to truly use it.

Incentivized

The level of support from the Glassbox team and how much we have improved our conversion just after a few months

Glassbox has made it a mission to make the experience for the client as easy as possible. The entire system is intuitive and every report, screen and widget can be customized in just a few clicks, making both the onboarding and ongoing use a lot easier and enjoyable and helping us focus only on the business use

Very good support and super helpful implementation specialists.

Incentivized

Glassbox is a customer experience management platform that provides various tools to help organizations understand and improve the customer journey. There may be other products that offer similar capabilities, such as FullStory, UserTesting, and Clicktale. These products may provide similar features, such as session replay, advanced analytics, and integration with other tools. It is important for organizations to carefully evaluate the specific needs and goals of their business and choose a product that aligns with those objectives.

I have never used any other similar tool and I am happy to say they proved exactly what we need.

Incentivized

• Our VOC team has been able to process more escalations more successfully and resolve more customer issues in a timely manner
• Product teams are able to get the insights they need in a timely manner to track new projects success
• Mobile app capture in Glassbox has been a problem for almost a year with no solid resolution

Incentivized

• Allowed us to improve our website in-house
• Relatively low cost solution
• Customer engagement and sales on website increased

Incentivized