Overview
Glassbox is a software that helps streamline web analytics via session replay, customer journey mapping, and heatmaps. It allows organizations to record, replay, and analyze customer interactions with their digital products such as websites and mobile applications. It was founded in 2010 by Yoav Schreiber, Yaron Gueta, and Hanan Blumstein who envisioned to have a platform that supported both web and mobile apps to give users a more complete picture of the customer journey. The software works by collecting data like mouse movements, keystrokes, and any other interactions on the webpage. By providing these insights, it helps organizations that have a digital presence like e-commerce, healthcare, finance, and hospitality to improve and optimize their user experience.
Features
Glassbox has a wide range of features that help in gaining insight about user interactions and behaviors on digital platforms like websites and applications.
- Session replay – The software allows its users to replay individual sessions that occur on websites and applications. You get to view how visitors navigate through your platform, interact with various elements, or encounter any issues. This feature can help with identifying usability issues, user frustrations and improve user experience.
- Data Visualisation – Glassbox has many data visualization tools like graphs, charts, and heatmaps to represent user behavior effectively. With the help of these tools, you can get insights into user engagement, navigation paths, click patterns, and many more.
- Anomaly Detection – With the help of this feature, businesses can identify unusual patterns, deviations, or behaviors that may indicate technical issues, security breaches, or fraudulent activity.
- Form Analytics – With this feature, you can get insights on how a user interacts with forms, where they encounter difficulties, and how form design can be optimized to improve conversion rates and user satisfaction.
- Conversion Funnel Analysis – A conversion funnel is a step-by-step journey a user takes to take an action like making a purchase. This feature allows you to analyze and visualize that. This can help in identifying drop-off points, and areas of optimization to maximize conversion rates.
- Integration and customization – The software seamlessly integrates with a wide range of third-party tools and platforms, including content management systems, customer relationship management, and marketing automation software. It also has an extensive customization option, which allows you to customize the platform as per your preferences.
Pros and Cons
Pros
- It offers a detailed insight into user behavior, allowing businesses to understand how their visitors interact with their website.
- With tools like graphs and heatmaps, it becomes easier for businesses to interpret complex analytic data.
- With the help of advanced algorithm features, businesses can detect technical glitches or security breaches.
- With features like data anonymization, masking, and redaction, businesses can be assured that sensitive information is protected while they still get detailed insight.
- You get to customize the layout as per your needs and requirements.
- It offers third-party integration options with various tools and platforms.
Cons
- It is a complex software that can be an issue for beginners and novice users and can take a while to learn all the advanced features.
- Its features like session replay or comprehensive analytics can be resource intensive which may lead to increased storage and processing requirements and might impact the performance.
- It is a premium software that can be expensive for small businesses and startups.
- It is heavily dependent on data quality and accuracy so businesses need to ensure that the data is properly implemented and maintained.
Plans and Pricing
Glassbox offers plans according to Conversion optimization, Customer engagement, Production Support, and Compliance. For each business the plan is different and customizable, hence to know the pricing for your business you have to contact Glassbox.
Customer Reviews
Friendly UI
What do you like best about Glassbox?
I like the friendly UI of glassbox console, everything is well organized and well laid out on the screen. It is easy to search the recorded sessions using different search criteria. It covers all the information that we need for investigating each session, including the browser information, IP address, and device information. It is also easy to import, export, and share sessions.
What do you dislike about Glassbox?
There are too many columns on the default recorded sessions page. I think some of them can be hidden first, for example, the Start Time (GMT) column. and it would be helpful if there were some real-time tips for searching and other usage.
What problems is Glassbox solving and how is that benefiting you?
Investigating errors in our customer’s sessions and locating the areas which are prone to issues. fixing them and giving our customers a better digital experience.
Business Oriented
What do you like best about Glassbox?
Seeing as accurately as possible what our customers of visibly experiencing in our web apps. It complements our logging and helps us monitor releases.
What do you dislike about Glassbox?
A lot of the resources on the Glassbox website are sales-oriented. But I’d like to see more resources geared towards engineers, and how they best implement Glassbox, alongside guided tutorials on how to get the most out of Glassbox. Selling the idea of Glassbox to ‘Head of Product’ is easy enough, but to really get the value out of the product it needs to be sold to the teams implementing and using it.
What problems is Glassbox solving and how is that benefiting you?
Reducing customer abandonment from our website and gaining a higher level of adoption.
A lot of great insights
What do you like best about Glassbox?
I like the fact that I can use Glassbox to review sessions where our customers are struggling. This helps us to quickly look at what in the product or process is broken and what we need to do in order to fix it.
What do you dislike about Glassbox?
There is a lot of data. Sometimes, it can be complicated to know how to create filters and better criteria. The recreation of screens also isn’t straightforward many times.
What problems is Glassbox solving and how is that benefiting you?
Fixing our site and supporting our devlops team. it takes much less time to identify issues and to convince others in the org as we all are working around a single source of truth.
You get what you pay for
What do you like best about Glassbox?
I have to say that I am very pleased with this tool – specifically with its augmented journey map which has various types of insights regarding the reason why my customers are having issues.
What do you dislike about Glassbox?
The solution performed it was told, but would appreciate if there were more training videos on onboarding so that our team could get up to speed quicker
What problems is Glassbox solving and how is that benefiting you?
Sorting the sessions according to where customers have problems we can then prioritize what we need to deal with first (in terms of errors) so that we get the most out of our resources.
