--- title: Glassbox Reviews meta_title: 'Glassbox Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 809 reviews by the users' company size, role or industry to find out how Glassbox works for a business like yours. aggregate_rating: rating_value: 4.9 review_count: 809 scale: '5' date_modified: '2026-08-06' parent_category: name: Conversion Rate Optimization Tools url: https://www.g2.com/categories/conversion-rate-optimization-tools --- # Glassbox Reviews **Vendor:** Glassbox **Category:** [Session Replay Software](https://www.g2.com/categories/session-replay) **Average Rating:** 4.9/5.0 **Total Reviews:** 809 ## About Glassbox Glassbox is a customer intelligence and digital experience analytics platform designed to help enterprises understand, optimize, and enhance the customer experience and digital accessibility of their digital channels. One of the standout features of Glassbox is its capability to securely capture 100% of user sessions across both web and mobile applications. This end-to-end visibility allows teams to analyze every step of the customer journey, effectively pinpointing friction points and enabling real-time action. By utilizing advanced artificial intelligence, Glassbox captures and analyzes data from every online interaction, providing businesses with a comprehensive view of customer behavior and preferences. This wealth of data empowers organizations to act swiftly, transforming raw data into actionable insights that improve both the customer experience and the conversion rate. Large global enterprises in sectors such as finance, insurance, and healthcare, Glassbox serves as a vital tool for uncovering the root causes of customer challenges. It assists organizations in remediating customer experience issues and creating digital journeys that are inclusive, seamless, and engaging. The platform’s AI-powered insights not only enhance accessibility monitoring but also incorporate fraud prevention capabilities, giving organizations the agility to respond to issues within minutes and adapt to the evolving needs of their customers. Glassbox has been recognized by G2 as a leader in customer intelligence solutions and product analytics, reflecting its effectiveness in delivering the clarity and confidence that enterprises require. By providing a robust framework for creating compliant, accessible, and impactful digital experiences, Glassbox stands out in its category, offering unique selling points that cater to the diverse needs of its users. With its focus on data-driven decision-making and customer-centric strategies, Glassbox is positioned as a crucial ally for organizations aiming to thrive in the digital landscape. ## Glassbox Pros & Cons **What users like:** - Users value the **ease of use** of Glassbox, enabling immediate access to insights for timely decision-making. (210 reviews) - Users find the **session replay feature** invaluable for resolving customer issues and improving overall experience effectively. (190 reviews) - Users value the **immediate insights** from Glassbox, enabling timely interventions and identification of revenue opportunities. (174 reviews) - Users find the **visibility into customer interactions** with Glassbox invaluable for troubleshooting and enhancing user experience. (132 reviews) - Users value Glassbox for its **exceptional customer understanding** , enabling effective troubleshooting and validation of customer information. (122 reviews) - Features (117 reviews) - Session Tracking (115 reviews) - Recording Features (109 reviews) - Customer Insights (99 reviews) - User Insights (99 reviews) **What users dislike:** - Users are frustrated by **session issues** , including split links, limited history access, and slow query responses. (70 reviews) - Users find the **navigation icons unintuitive** , leading to confusion when navigating the Glassbox interface. (65 reviews) - Users report **session management issues** such as slow loading times and frequent session expirations that hinder usability. (62 reviews) - Users find the **learning curve steep** , requiring additional training and better documentation to effectively navigate Glassbox. (61 reviews) - Users desire improved **customization options** in reporting and funnel creation within Glassbox for enhanced functionality. (54 reviews) - Filtering Issues (44 reviews) - Limitations (42 reviews) - Slow Loading (42 reviews) - Slow Performance (41 reviews) - Steep Learning Curve (39 reviews) ## Glassbox Reviews ### 1. Endless possibilities **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** December 19, 2022 **What do you like best about Glassbox?** I recently started using Glassbox and I am blown away by its flexibility and customization options. With Glassbox, I am able to create personalized dashboards that display exactly the information I need to see. The ability to fully customize the layout and design of my dashboard makes it easy for me to quickly and efficiently analyze my data. Additionally, the integration options with other tools and platforms allow for endless possibilities in terms of the data I can access and display. Overall, I am extremely impressed with Glassbox and highly recommend it to anyone in need of a powerful and customizable dashboard solution. **What do you dislike about Glassbox?** "double login" > I always reach the login page, put in credential and afterwards it opens new login with company header and I need to do it once again. this can be a fraction frustrating **What problems is Glassbox solving and how is that benefiting you?** Glassbox is a dashboard and analytics platform that helps businesses and organizations track, analyze, and visualize their data. One of the main problems that Glassbox is solving is the difficulty of accessing and understanding large amounts of data in a meaningful way. By providing a customizable dashboard interface, Glassbox enables users to easily and intuitively view and understand their data. For me personally, Glassbox has been a valuable tool in my work as it allows me to quickly and easily access and analyze the data I need to make informed decisions. The customizable dashboard allows me to focus on the data that is most important to me, and the integration options with other tools and platforms enable me to access a wide range of data sources. Overall, Glassbox has greatly improved my ability to analyze and understand my data, which has been a huge benefit to my work. ### 2. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** May 21, 2023 **What do you like best about Glassbox?** The funnel and interactions maps allows us to quickly resolve tech errors in the website becuase we can see how this impacts the drop off of our customers. Funnels let us see the most common flows **What do you dislike about Glassbox?** Provide basic insights within the admin - such as time spent on specific pages, how many errors there are over time and their resolution rate. struggle levels trends **What problems is Glassbox solving and how is that benefiting you?** REducing abandonment rates due to site errors and prioritizing fixes ### 3. Love the heat maps ! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2023 **What do you like best about Glassbox?** heat map discussions with my product team. These productive and fruitful discussions help us in focusing our attention on what needs to be developed in our app. for our customers **What do you dislike about Glassbox?** There is an issue with the mobile app visibility. lots of blank screens which means we cant see many of what our customers are going though. this raises its own problems **What problems is Glassbox solving and how is that benefiting you?** Developing our mobile app so that it is engaging for our customers. introducingnew capabilities on a continous basis which our customers can engage with and have value from them ### 4. Great for shopping habbits **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Glassbox?** I like seeing my customers shopping habits so that we can configure and tailor the site to address them in a better way. its also a great integration with our WA solution **What do you dislike about Glassbox?** I would like the info to be easier to find by email address because sometimes this is absolutely all the information i have on the customer and if I dont have it I cant find them **What problems is Glassbox solving and how is that benefiting you?** a better shopping experience for our users ### 5. Looking into the recorded sessions **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Glassbox?** Looking into the recorded and captured sessions give us the information we need together with Adobe to make the right decisions about our product roadmap and take it **What do you dislike about Glassbox?** mobile - lots of breakages and also customer service - long lag in fixing issues **What problems is Glassbox solving and how is that benefiting you?** Getting and perfecting our website and mobile app to better cater for our customers in terms of helping them find the infomation they are looking for and operating by it ### 6. See IP Locations **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2023 **What do you like best about Glassbox?** I work for the Risk team, so I like the ability to see IP locations connected to point redemption to determine if it was valid or not **What do you dislike about Glassbox?** I feel like the mobile history is still hit or miss and we don't always see logged records or data from mobile sessions. **What problems is Glassbox solving and how is that benefiting you?** Generally we use Glassbox so that we can track the various ways our guests would interact with our website when performing bookings so that we can deliver to them a better journey ### 7. Page Journey Rocks! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2023 **What do you like best about Glassbox?** page journey map & ability to set up bespoke reports, which are then used by our teams to capture those places in the page from where our customers are coming from **What do you dislike about Glassbox?** More use case examples as part of onboarding and training so that we can get to be affiliated with the product faster rather than this trial and error which takes us time **What problems is Glassbox solving and how is that benefiting you?** Getting to better understand which pages and journeys do our customers go through and where they spend the bulk of their time and our site - this helps us to better design our site ### 8. Looking into the customer sessions for better experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Tobacco | Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Glassbox?** The Recording which we have access to are the ballpark of our activity - we can see where people who are using our product yearn for a better level of experience **What do you dislike about Glassbox?** Recordings ofter load to slow or they crash. Reportings layouts could also be improved, and the view can be very overwhelming and difficult to navigate on so it makes it hard **What problems is Glassbox solving and how is that benefiting you?** Create funnels and business flows to view points of conversion and dropoff. ### 9. Session Recording and Replay **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Glassbox?** The session recording and replay is very powerful. while using it we can see IP locations and points of frustration in our customers sessions **What do you dislike about Glassbox?** I would be very glad if you were to make the solution more user friendly - so that people could get up and running much faster **What problems is Glassbox solving and how is that benefiting you?** Looking into the customer sessions and seeing them according to IP locsations and devices so that we can see if there are errors which are specific to certain areas ### 10. All cool in Glassbox **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2023 **What do you like best about Glassbox?** I would give this tool a 10! its simple and its easy to use and we can quickly operation on the customer sessions to see points where its broken **What do you dislike about Glassbox?** if ther ewas more info on the hover in the interaction maps and heat maps that would be great for our day to day usages **What problems is Glassbox solving and how is that benefiting you?** deciding on the next feature in the product and pairing the insights with A/B test vaidation ### 11. Great solution for our needs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about Glassbox?** We have significant usage of the funnels - they help us understand and quantify the number of sessions which follow a specific path with no need to pre tag any of the elements **What do you dislike about Glassbox?** Your ticketing response needs to become faster, because I raised a question and did not get any response for 1 month. And I believe you need to implement additional explanation info on how to use your features from within the admin. For example, when creating funnels and you trying to select the best option then I will have to navigate outside the app and go to support glassbox in order to find an answer. And that answer can take a while as there many articles and user answers. **What problems is Glassbox solving and how is that benefiting you?** understand how our customers are using our website and where they are more engaged and where less - this shows us what is working well in our website and helps us deliver a great CX ### 12. access video replays **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Glassbox?** being able to access video replays for our survey respondents **What do you dislike about Glassbox?** things always look so broken and we need our SME to fix it so it properly looks like our website. It's also very difficult to filter/find videos **What problems is Glassbox solving and how is that benefiting you?** we look at our survey respondents and then we are able to reprodcue the sessions so that we see what are the issues that they faced and fix them for a better CX ### 13. Great value from the funnels **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2023 **What do you like best about Glassbox?** We are obtaining a great deal of value from the Glassbox solution funnels, which help us in creating sophisticated questions and queries regarding customer usage patterns **What do you dislike about Glassbox?** Journey maps - it would be great to see journeys to the less popular pages. Currently we need to search for these pages and this can often be time consuming and cost us **What problems is Glassbox solving and how is that benefiting you?** We are using Glassbox to reduce the areas of friction our customers might experience. In addition, there has been a great benefit in locating the places where the site is buggy ### 14. The recording session feature is key! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Glassbox?** What I like best: Are the recorded sessions feature, with the unlocking of screen and the ease of dragging to create funnel **What do you dislike about Glassbox?** Where can GB improve: The in-studio funnel can have more features. and should not be disabled if worked on. why does this happen ? **What problems is Glassbox solving and how is that benefiting you?** pushing the site tech to its limit without impacting the user experience and making sure our sites responsiveness is quick ### 15. Insights into the journey section **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Enterprise (> 1000 emp.) **Reviewed Date:** May 21, 2023 **What do you like best about Glassbox?** The journey section shows us the right and wrong areas of our product which impact the customer **What do you dislike about Glassbox?** Sometimes the default filters misguide me until I realize "active sessions" its selected by default **What problems is Glassbox solving and how is that benefiting you?** performance is the name of the game, the lessdown time and the faster our site operates is better for our customers as they can achive better coverge in what they do ### 16. Deep level of analysis **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 21, 2023 **What do you like best about Glassbox?** Ability to see the recording of the session. Seeing it visually is much better that looking at clickstream data **What do you dislike about Glassbox?** Ability to search sessions using more variables than the current ones **What problems is Glassbox solving and how is that benefiting you?** proving issues and site errors to our IT team and how this is impacting the user experience on our website - without the need to go and search and down a rabbit hole ### 17. Easy to use and fantastic support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** August 10, 2021 **What do you like best about Glassbox?** Ease of use, implementation and support is fantastic, always adding new features They are attempting to customize the app for us. We switched over to the full version of Glassbox and love it **What do you dislike about Glassbox?** We love the service; multiple departments now use it, the only thing I can think of that I would like to do is be able to add viewing accounts on my own. We setup Glassbox with our single sign on further expanding on its ease of use. **What problems is Glassbox solving and how is that benefiting you?** Understand where our users are struggling, its so easy to use and easy to setup building out custom reporting and sharing with everyone has been very easy. heat maps are great ### 18. Discover the bugs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Glassbox?** I like that glass box allows to see user session which made us discover few bugs **What do you dislike about Glassbox?** I feel the UI experience needs to be improved a little because it is overwhelming for someone who is new to platform. **What problems is Glassbox solving and how is that benefiting you?** We use glassbox to find bugs in user sessions we can then check where the problem is on our client side and fix what is required of us ### 19. Capable Playback **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 12, 2023 **What do you like best about Glassbox?** Playback - the ability to understand why a customer is having difficulties and the chance to identify any bugs **What do you dislike about Glassbox?** Management of attributes. Would be great if we could apply them to multiple applications rather than having to set up the same attribute for each app. **What problems is Glassbox solving and how is that benefiting you?** We have encountered numerous challenges in fixing our website to ensure our buyers have an amazing experience. ### 20. Intuitive solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Glassbox?** The metrics glassbox has are largely (intuitive) which makes the onbaording of the team much easier **What do you dislike about Glassbox?** Struggle count doesn't really mean all that much to me **What problems is Glassbox solving and how is that benefiting you?** Looking at the customer struggles in our site and correcting the issues they have and the errors in the site so that they can have a better journey in the digital path they have taken ### 21. sessions you get from the console **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 21, 2023 **What do you like best about Glassbox?** I love the live session you get from the console. They are great in helping understand how are customers navigate the website. **What do you dislike about Glassbox?** For now I'm satisfied with what I require from the console. **What problems is Glassbox solving and how is that benefiting you?** Other than fixing the errors, we are able to lower the issues caused by long API calls and give a better journey for our customers ### 22. Providing Alerts **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2023 **What do you like best about Glassbox?** The exposure maps - scroll depth and fold line shows us where the people are spending their time and effort on the site **What do you dislike about Glassbox?** Providing alert/error feedback more. For example, if I enter a date range which is too big, I'm not told that specifically. It just says a generic message. **What problems is Glassbox solving and how is that benefiting you?** Searching for playbacks on the web visits and validating there are no errors for customers ### 23. Like the Interaction Maps **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Tobacco | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Glassbox?** In Glassbox, I like funnel reports, interaction maps and business flow overviews most **What do you dislike about Glassbox?** Building funnels, showing second clicks on interaction maps, enable different options in funnels (e.g. first summarizes and then be able to see details) **What problems is Glassbox solving and how is that benefiting you?** Today we are using this in many ways - but above all to understand which parts of our website need to be fixed ### 24. Replay the experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2023 **What do you like best about Glassbox?** The ability to view customers experiences using the reply feature. **What do you dislike about Glassbox?** I honestly don't have suggestions for the replay functionality. It provides all of the information that I need to analyze customer behavior. **What problems is Glassbox solving and how is that benefiting you?** Giving our customers a better experience and understanding where errors are in the system so that we can take care of them and improve the exp we give to our day to day users ### 25. Watching the sessions **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2023 **What do you like best about Glassbox?** I like being able to watch session playback as I'm debugging user issues **What do you dislike about Glassbox?** It would be nice if historical data were available for a longer time. 30 days is a little too short **What problems is Glassbox solving and how is that benefiting you?** We look at where our customers are going in our web site and see there level of engagement with our app. so that we can fix what needs to be fixed ### 26. Actual session recording **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2023 **What do you like best about Glassbox?** Glassbox's best feature is the actual session recording which we use a lot to identify users' behavior, how they are interacting with the site, what are the struggles users are facing, etc. **What do you dislike about Glassbox?** Having the capability for the new attributes or actions to be retro-active. **What problems is Glassbox solving and how is that benefiting you?** Probing into sessions of users to see and locate the issues which may be occurring on the site's domain ### 27. Understanding Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** January 17, 2023 **What do you like best about Glassbox?** Being able to understand a customers experience is important, when we have an issue Jason is so quick to assist. this is really powerful for our usage and we use it alot **What do you dislike about Glassbox?** I feel like my team gets "session not found" many times, more than i would like. I always reach out and someone assists however I like to think i am technically proficient, however sometimes it is challenging even for me. **What problems is Glassbox solving and how is that benefiting you?** we use Glassbox on an on an ongoing basis to improve our customers experiance when they are navigating our site and using it to fix the issues which could be technical or not when they navigate it ### 28. Defined Pages Are great **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** May 04, 2023 **What do you like best about Glassbox?** Interaction Maps and Defined Pages work very well and reveal to us our customers experiance **What do you dislike about Glassbox?** Zones and names of elements on the right hand side on Interaction Maps - are not always accurate four us to make conclusions **What problems is Glassbox solving and how is that benefiting you?** We are looking into seeing where our customer leave the site or contact us because it is not working properly ### 29. Good Funnel Lisyt **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2023 **What do you like best about Glassbox?** The Funnel list is very good and usefull for us - we can select a group of sessions we like without going into each sessions **What do you dislike about Glassbox?** The results which we receive of sessions, it's randomly picked 200 sessions **What problems is Glassbox solving and how is that benefiting you?** Looking for the patters of usage of our customers so that we can cater a better site for them to use ### 30. Track click data **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Glassbox?** Ability to finally track click data in applications I design **What do you dislike about Glassbox?** Layout of reporting is a bit messy. Could be nice to customize data points being tracked. Would be good to have historical data for 1 yr instead of 1 week. **What problems is Glassbox solving and how is that benefiting you?** recover customer sessions with poor experience and improve them for the future ### 31. Investigate Improvements **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Glassbox?** The ability to analyze journeys of our customers and to investigate improvements on a specific page. **What do you dislike about Glassbox?** I am still new at using GB and would appreciate easier finding of trainings and documentation. **What problems is Glassbox solving and how is that benefiting you?** you look at the great long sessions customers have and bring in data to see where they are having trouble ### 32. customer journey map for users **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Glassbox?** the customer journey map for users have very helpful it shows us the waterfall of jorueny and where we need to sharpen are focus and deep dive **What do you dislike about Glassbox?** welcome page for new users and onboarding would be great for us **What problems is Glassbox solving and how is that benefiting you?** challenging our website design by looking for better way to service our customers ### 33. Session Steps **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2023 **What do you like best about Glassbox?** session steps listed on left rail when viewing session which shows us where our customers interacted with the site **What do you dislike about Glassbox?** haven't used it long enough yet to offer suggestions so it all seems pretty great **What problems is Glassbox solving and how is that benefiting you?** I use it to see the specific elements which are not working on the page so that thet can be fixed ### 34. Ability to Monitor **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Glassbox?** the ability to monitor real user trafic and by that understand the websie pulse **What do you dislike about Glassbox?** GPT based search capabilities will make search better and also the repost design should be easier in term of UIUX **What problems is Glassbox solving and how is that benefiting you?** Searching and location of the customer sessions and looking at the webstie pulse to montior its health ### 35. If I had to chose only one analytic tool for my product, it would be Glassbox without hesitation **Rating:** 5.0/5.0 stars **Reviewed by:** Sylvain R. | Senior Customer Experience Analyst, Airlines/Aviation, Enterprise (> 1000 emp.) **Reviewed Date:** December 08, 2020 **What do you like best about Glassbox?** Easy! Easy to use and to install! Fast benefits after implementation. It is also super useful for devs as we can easily create reports about an issue and share it with devs. They can thus have access to real sessions to replay and investigate the issue in addition to all required analytics about the issue (e.g. browsers and OS impacted, users location, error messages, console errors, etc...). Once the issue fixed, the same report can be used to validate the fix in real-time. **What do you dislike about Glassbox?** Like all behavioral analytic tool, results often need interpretation because of false positive possibility. **What problems is Glassbox solving and how is that benefiting you?** Pretty much any UX issues! Can be bad error messages, unresponsive buttons, fields not understood, forms not filed correctly or even console error! Any issue impacting the User Experience can be quickly found, shared and solved. ### 36. Session replay filtered **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2023 **What do you like best about Glassbox?** Session replay filtered on specific struggle scores **What do you dislike about Glassbox?** The anomaly board is useless w/o assistance in detecting the causes, set alerts, or easily replay sessions where the problem exists. **What problems is Glassbox solving and how is that benefiting you?** Checking into the orb of session our customer have and pooling them for replay to reduce issues on customer side ### 37. custom attributes **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Glassbox?** I like the ability to search for sessions using a custom attribute **What do you dislike about Glassbox?** I'm not sure. I haven't used Glassbox a whole lot yet to tell you what is not working right **What problems is Glassbox solving and how is that benefiting you?** Debugging our site and mobile so that they are free of bugs ! ### 38. create actions based on sessions **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Glassbox?** The ability to create actions based on sessions helps us in providing a better services to customers **What do you dislike about Glassbox?** I would love to be able to search for Web elements and filter sessions based on web elements present **What problems is Glassbox solving and how is that benefiting you?** Pushing our website and user experience to the limit and taking actions on sessions ### 39. Strong AI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Glassbox?** struggle scores and the AI stuff which helps us pinpoint areas of focus **What do you dislike about Glassbox?** its not super intuitive how it all fits together -may be a long learning campagin **What problems is Glassbox solving and how is that benefiting you?** Looking at the user sessions and seeing the reasons behind them abandoning their sessions such as experience issues and dead clicks ### 40. multiple options **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2023 **What do you like best about Glassbox?** The ability to have multiple options to view customer journeys, heat maps, recordings etc.. **What do you dislike about Glassbox?** Some recording issues and stutters, but unsure if that is from your end or my workplace **What problems is Glassbox solving and how is that benefiting you?** We look into the customer journey in our website and see the areas where they are having the most pain ### 41. Replay the sessions we have **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Glassbox?** Being able to replay sessions and pin/mark where customers struggled the most **What do you dislike about Glassbox?** It would be great if you didn't get logged out of sessions so quickly **What problems is Glassbox solving and how is that benefiting you?** Replaying the sessions of our customers as they progress through the shopping experience so that we can provide them a good one ### 42. The struggle score reports **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Glassbox?** i really love the the struggle score reports they provide me all what i need to know in order to zoom into things **What do you dislike about Glassbox?** setting up reports isnt the most intuitive and seems to crack quite a lot **What problems is Glassbox solving and how is that benefiting you?** Looking for struggles of our customers and enhancing their experiance ### 43. What's happening **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2023 **What do you like best about Glassbox?** The visibility into what's happening on the app and how people are using it. **What do you dislike about Glassbox?** I don't think I've gotten deep enough to make recommendations yet. =) all looks good at this stage **What problems is Glassbox solving and how is that benefiting you?** looking for any place where a user might be getting annoyed because our site failed to work ### 44. Great reports!! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 12, 2023 **What do you like best about Glassbox?** The Reports bring us perpetual value on how our customer frankly use the site **What do you dislike about Glassbox?** When cloning and sharing a report, it could be easier to find and select specific users. **What problems is Glassbox solving and how is that benefiting you?** jumping in the sessions at the right place to identify loops of customers and solve them ### 45. Interactive Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Glassbox?** As A FE dev, I love the interactive insights to highlight to our user behavior to better improve our UX! **What do you dislike about Glassbox?** I feel like the interaction Maps are a little funky, but maybe we dont have them configured coreectly **What problems is Glassbox solving and how is that benefiting you?** we are able to continuously improve our user experience ### 46. Seeing the path **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Glassbox?** Being able to see the path that customers took when they reported an issue **What do you dislike about Glassbox?** Can be difficult to find a specific session if it's more than a couple days old **What problems is Glassbox solving and how is that benefiting you?** Looking at paths which are taken by most users and building a product line that fits them ### 47. Video playback of customer sessions **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** January 23, 2023 **What do you like best about Glassbox?** I love the Video playback of customer sessions with specifics on error messages to understand the customer experience. This allows us to provide our customers with a better website **What do you dislike about Glassbox?** If possible, it would be nice to be able to scroll on the customer's screen even if it's not what they are currently viewing in their session. This would go a long way for me **What problems is Glassbox solving and how is that benefiting you?** Improving our site to identify which parts have errors and are not working as planned for our customers so that they leave before completing their tasks. Now we can tell where this is happening ### 48. Great and Strong Interaction Maps **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Cosmetics | Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2023 **What do you like best about Glassbox?** So the Interactions maps are very powerful and show us what items are of interest to our customer **What do you dislike about Glassbox?** more flexibility with segmenting and the A/B testing module would very helpful for my needs **What problems is Glassbox solving and how is that benefiting you?** Getter a deeper view in our customer's frictions and points of dissatisfaction across their joruney ### 49. utilize analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2023 **What do you like best about Glassbox?** The ability to utilize analytics. helps us drive the value from the system **What do you dislike about Glassbox?** Improvements to Android application masking would be helpful. There's a lag and latency issue at times. **What problems is Glassbox solving and how is that benefiting you?** traveling the same journey our customer takes helps us in looking to there experience ### 50. Right on the spot **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Glassbox?** the ability to view how users interact with our website **What do you dislike about Glassbox?** It's a little difficult for me to figure out my way around the tool itself. **What problems is Glassbox solving and how is that benefiting you?** View user interactions and spot locations where the site is not functioning and has bugs which can then be fixed ## Glassbox Discussions - [Can you configure struggle scores based on a journey type](https://www.g2.com/discussions/43453-can-you-configure-struggle-scores-based-on-a-journey-type) - 2 comments, 1 upvote - [What is the best way to insights which are only relevant to me](https://www.g2.com/discussions/41291-what-is-the-best-way-to-insights-which-are-only-relevant-to-me) - 1 comment, 1 upvote - [User Sessions](https://www.g2.com/discussions/40386-user-sessions) - 1 comment, 1 upvote - [When do we get to utilize Customer Journey Maps?](https://www.g2.com/discussions/32920-when-do-we-get-to-utilize-customer-journey-maps) - 2 comments, 1 upvote - [View Glassbox pricing details and edition comparison](https://www.g2.com/products/glassbox/reviews?page=9§ion=pricing&secure%5Bexpires_at%5D=2026-08-06+10%3A40%3A24+-0500&secure%5Bsession_id%5D=8f3cde29-2df2-4240-bc9a-3228d1f5f98a&secure%5Btoken%5D=9ff04ec5cdf7e97f442574c7f9f23c664b9b7957d64dfa2302da87cb35bc37e8&format=llm_user) ## Glassbox Integrations - [Adobe Target](https://www.g2.com/products/adobe-adobe-target/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Optimizely Web Experimentation](https://www.g2.com/products/optimizely-web-experimentation/reviews) - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) ## Glassbox Features **Metrics** - Sessions - Digital Analytics - Engagement - Entry and Exit Pages - Standard Event Tracking - Custom Event Tracking - Retention - Return - Conversions - Funnels **User Identification** - Demographics - User Segmentation - Geolocation - Predictive Analytics **User Behavior** - Click Tracking - Mouse Movement - Frustration Tracking **Product Analytics** - Account-Level Analytics - User-Level Analytics - Segmentation - Funnels - Alerts - Multi-Product Analytics - User Scoring - Integrations - Usage Tracking/Analytics **Analytics** - Reports - Dashboard - Web Analytics - Campaign Tracking - Customer Demographics - Predictive Analytics **Experience** - Real-Time Monitoring - Session Replay - Behavioral Analysis **Platform Basics** - Templates - Exporting - Multi-user Access and Collaboration - Multiple Personas - Data Analytics - Predictive Analytics - Behavioral Analytics - Campaign Analytics - Website Analytics - Visual Analytics **Platform Basics** - Dynamic Segmentation - Journey Optimization **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Monitoring** - Compliance Monitoring - Real-Time Monitoring - Dynamic Crawling - Task Management **Support** - Recommendations - Progress Tracking **Generative AI** - AI Text Generation - Generative AI **Agentic AI - Heatmap Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Decision Making - Third-Party Integrations **Agentic AI - Digital Experience Monitoring (DEM)** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Reporting** - Real-Time Reporting - Trending - Retroactive Reporting - Segmentation - Mobile Reporting - Unification Across Devices - Custom Reports and Dashboards **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness - Surveys & Feedback - Mobile Survey - Pulse Surveys **Analysis** - Conversion Opportunities - Side-By-Side Analysis - Mobile Device Analysis - Data Quantification - Webpage Element Analysis - Funnel Analysis - Sales Trend Analysis **Tracking & Reporting** - Custom Event Tracking - Real-Time Insights - Attribution - Dashboard - User Path Tracking - User Activity History - Multi-Channel Attribution - In-App Events Tracking **A/B Testing ** - Error and Bug Tracking - Split URL Testing - Data Analysis - Notes **Administration** - Data Storage - A/B Testing - Integrations **Management** - Content Management - Alerts - Budget Analysis **Platform Data** - Journey Reporting - Trends Reporting - Dashboards - Advanced Data Filtering **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Reporting** - Prioritization - Site Comparison **Reporting** - Page Reports - Broken Link Checker **Agentic AI - Product Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance - Machine Learning **Agentic AI - Customer Journey Mapping** - Autonomous Task Execution **Additional Functionality** - Multi-Channel Marketing - Map Creation - Email Marketing - Single Sign On - Performance Metrics - Customer Database - API - Activity Dashboard - Data Linking - Whiteboard - Drag & Drop - Data Visualization - Collaboration Tools - Brainstorming - Conversion Tracking - Workflow Management - Activity Tracking - Behavior Tracking - Personalization - Customizable Reports - Customer Journey Mapping - Customer Profiles - AI Copilot - Third-Party Integrations - Real-Time Notifications - Tagging - Audience Targeting - CRM - Surveys & Feedback - Data Import/Export - Reporting & Statistics - Communication Management - Attribution Modeling - Action Management - Map Sharing - Engagement Tracking - Customizable Branding - Generative AI - Customer Touchpoints - Customer Experience Management - Diagramming - Campaign Management - A/B Testing - Storyboarding - Customer Segmentation **Other** - User Data - Site Search Reporting - Load Time Monitoring - Campaign Tracking - E-Commerce - Promotional Messages - Administration Alerts **Metrics** - Engagement - Exit Tracking - Retention - Return - Conversions - Engagement Tracking - Uninstall Tracking - Conversion Tracking - Location Tracking - ROI Tracking - Retention Tracking - Visitor Tracking - Behavior Tracking - Revenue Tracking **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action - 360 Degree Feedback - Anonymous Feedback - Real-Time Analytics - Trend Analysis - Real-Time Data - Text Analysis - Sentiment Analysis **Reporting** - Heat Maps - Session Replays - Monitoring - Data Segmentation - Real-Time Data - Customer Segmentation - Scroll Maps - Geographic Maps - Floor Plans & Maps - Hover Maps **Visitor Information** - User Identification - Search Box **Performance** - Uptime Monitoring - Performance Monitoring - Issue Tracking - Resource Monitoring **Platform Additional Functionality** - Journey Mapping - Integrations - Automated Alerts **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Automation** - Automated Testing - Automated Scan **Functionality** - Individual Page Auditing - Quality Assurance Dashboard - Integration **Generative AI** - AI Text Generation **Behavioral Analytics - Product Analytics** - Multi-Product Analytics - User level Analytics - Account level Analytics - Segmentation - Funnels **Additional Functionality** - Monitoring - Push Notifications - Access Controls/Permissions - Campaign Management - Data Modeling - Funnel Analysis - For Marketers - Single Sign On - Workflow Management - Customer Experience Management - Trend Analysis - Mobile Access - Third-Party Integrations - Alerts/Escalation - Data Import/Export - Collaboration Tools - Session Recording - Data Visualization - Root Cause Analysis - Drag & Drop - Performance Metrics - Generative AI - Cohort Analysis - Issue Management - Compliance Management - Heatmaps - Customizable Branding - Search/Filter - AI Copilot - Event Triggered Actions - API - Reporting/Analytics - A/B Testing **Additional Functionality** - Web Traffic Reporting - Customer Activity Tracking - AI Copilot - Activity Tracking - Image Overlay - Visitor Tracking - Engagement Tracking - Dynamic Content - Data Visualization - Drag & Drop - Real-Time Analytics - Customer Journey Mapping - Embeddable Widget - Conversion Tracking - Search/Filter - Generative AI - Behavior Tracking - Customizable Reports - A/B Testing - Access Controls/Permissions - Alerts/Escalation - Hierarchical Mapping - Radial Mapping - For Science - Conversion Rate Optimization - Screen Activity Recording - Dashboard - Surveys & Feedback - Website Analytics - Form Analytics - Templates - Behavioral Analytics - Customizable Templates - API - Tagging - For Sales Teams/Organizations - Reporting & Statistics - Data Analysis Tools - Element Analytics - Mobile Access - Visual Analytics - Territorial Mapping - Embeddable **System Management** - Security - System Monitoring - SSL Security - GPS **Functionality** - Automated Regression Testing - Customizable Testing Tools - Multi-User Testing - Filtering - Overlay Engine **Generative AI** - AI Text Generation **Generative AI** - AI Text-to-Speech **Agentic AI - Session Replay** - Cross-system Integration **Agentic AI - Customer Journey Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Agentic AI - Digital Analytics** - Autonomous Task Execution - Cross-system Integration - Proactive Assistance - Decision Making **Agentic AI - E-Commerce Analytics** - Multi-step Planning - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making **Platform Infrastructure - Product Analytics** - Cross System integrations - Alerts - Integrations **Additional Functionality** - Customer Experience Management - NPS of Employees - Real-Time Notifications - Question Library - CRM - Data Visualization - Multi-Channel Distribution - Ratings/Reviews - Negative Feedback Management - Activity Dashboard - Email Management - Commenting/Notes - AI Copilot - Third-Party Integrations - Template Management - Reporting & Statistics - Social Media Integration - Text Fields - Customizable Questions - Reporting/Analytics - Real-Time Reporting - Customizable Branding - Conditional Logic - Website Integration - Search/Filter - Collaboration Tools - API - NPS of Customers - Multi-Language - Survey/Poll Management - Segmentation - Customer Segmentation - Reminders - NPS Survey Structure - Access Controls/Permissions - Widgets - Customizable Templates - Feedback Management - Customizable Fields - Question Branching **Generative AI** - AI Text-to-Speech **Agentic AI - Digital Accessibility Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Proactive Assistance **AI driven optimization - Product Analytics** - User scoring - Adaptive learning - Automated insights - Autonomous task execution **Additional Functionality** - Conversion Tracking - Funnel Analysis - Product Data Management - Engagement Tracking - Alerts/Notifications - Cohort Analysis - Session Recording - AI Copilot - Data Visualization - Customer Journey Mapping - Generative AI - Interactive Reports - A/B Testing **Agentic AI - Digital Accessibility Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Proactive Assistance **Administration** - API / Integrations - QA Testing - Performance and Reliability - User, Role, and Access Management **Variation Testing** - A/B Testing - WYSIWYG Editor - Conversion Goal - Percentage of Traffic - Confidence Level - Multivariant Testing **Reporting** - Segmentation - Reports and Dashboards **Personalization** - Standard Targeting - Custom Targeting - Data Segmentation **Administration** - API / Integrations - QA Testing - Performance and Reliability - User, Role, and Access Management ## Top Glassbox Alternatives - [Contentsquare](https://www.g2.com/products/contentsquare/reviews) - 4.6/5.0 (630 reviews) - [Heap by Contentsquare](https://www.g2.com/products/heap-by-contentsquare/reviews) - 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