The G2 on Glassbox

Glassbox Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users commend the ease of use of Glassbox, facilitating quick operations and clear navigation for enhanced user experience. (206 mentions)

Users value the session replay feature, as it provides insights into customer issues and enhances overall engagement. (186 mentions)

Users value the insightful reports from Glassbox, enabling effective monitoring of customer experiences and site performance. (169 mentions)

Users appreciate the strong drill down ability of Glassbox, enhancing their ability to analyze customer behaviors efficiently. (129 mentions)

Users value the insightful customer understanding from Glassbox, enhancing their ability to analyze and improve user experiences. (120 mentions)

Users report session issues with slow queries and limited access to historical data, affecting overall usability. (70 mentions)

Users find Glassbox not intuitive for setting up reports, hindering access to valuable insights and data exploration. (64 mentions)

Users face inconsistent session management with Glassbox, making it challenging to manage and access session data effectively. (62 mentions)

Users find the learning curve steep due to limited guidance, making it hard to navigate Glassbox’s features effectively. (61 mentions)

Users note missing features in Glassbox, particularly in automation and performance insights, impacting overall efficiency. (54 mentions)

5 Pros or Advantages of Glassbox

1. Ease of Use

Users commend the ease of use of Glassbox, facilitating quick operations and clear navigation for enhanced user experience.

See 206 mentions

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samantha b.

Enterprise (> 1000 emp.)

5.0/5

"Recorded Sessions are great!"

What do you like about Glassbox?

Recorded sessions is great because you are front and center on the general user experience that may not always be quantifiable in other reporting stru

Verified User

Enterprise (> 1000 emp.)

5.0/5

"All cool in Glassbox"

What do you like 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

2. Session Replay

Users value the session replay feature, as it provides insights into customer issues and enhances overall engagement.

See 186 mentions

See Related User Reviews

daisha c.

Enterprise (> 1000 emp.)

5.0/5

"Easy to locate sessions"

What do you like about Glassbox?

the ease of pulling up sessions ha prvent to be the most important part for our on going operation

samantha b.

Enterprise (> 1000 emp.)

5.0/5

"Recorded Sessions are great!"

What do you like about Glassbox?

Recorded sessions is great because you are front and center on the general user experience that may not always be quantifiable in other reporting stru

3. Insights

Users value the insightful reports from Glassbox, enabling effective monitoring of customer experiences and site performance.

See 169 mentions

See Related User Reviews

Verified User

Enterprise (> 1000 emp.)

5.0/5

"All cool in Glassbox"

What do you like 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

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Great reports!!"

What do you like about Glassbox?

The Reports bring us perpetual value on how our customer frankly use the site

4. Helpful

Users appreciate the strong drill down ability of Glassbox, enhancing their ability to analyze customer behaviors efficiently.

See 129 mentions

See Related User Reviews

samantha b.

Enterprise (> 1000 emp.)

5.0/5

"Recorded Sessions are great!"

What do you like about Glassbox?

Recorded sessions is great because you are front and center on the general user experience that may not always be quantifiable in other reporting stru

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Love the drill down"

What do you like about Glassbox?

Drill down ability un Glassbox is very strong and quickly allows me and others to segment the sessions we need based on bunch load of criteria which a

5. Customer Understanding

Users value the insightful customer understanding from Glassbox, enhancing their ability to analyze and improve user experiences.

See 120 mentions

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Deg v.

Enterprise (> 1000 emp.)

5.0/5

"the observability"

What do you like about Glassbox?

Glassbox keeps on in providing us insights into our customers. The observability which is obtained from the Interactions maps and business flows which

Verified User

Enterprise (> 1000 emp.)

5.0/5

"The Page Journey"

What do you like about Glassbox?

The journey map of glass box gives us an accurate picture of all our customer sessions in our website and the reason behind their abandonment - so if

5 Cons or Disadvantages of Glassbox

1. Session Issues

Users report session issues with slow queries and limited access to historical data, affecting overall usability.

See 70 mentions

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Verified User

Enterprise (> 1000 emp.)

5.0/5

"great heat maps"

What do you dislike about Glassbox?

The speed of the glass box can be slow at sometimes, this happens if you make a session query with mutiple parameters - it can take two to five second

pratik n.

Enterprise (> 1000 emp.)

5.0/5

"Great for defect Triaging"

What do you dislike about Glassbox?

Currently can only look back for last 30days records, it would be good to look bit more far in the history as sometimes have to refer for old sessions

2. Not Intuitive

Users find Glassbox not intuitive for setting up reports, hindering access to valuable insights and data exploration.

See 64 mentions

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Verified User

Mid-Market (51-1000 emp.)

5.0/5

"incredibly valuable"

What do you dislike about Glassbox?

As I'm still in the process of familiarizing myself with Glassbox, I'm discovering its immense potential in surfacing valuable insights and uncovering

pratik n.

Enterprise (> 1000 emp.)

5.0/5

"Great for defect Triaging"

What do you dislike about Glassbox?

Currently can only look back for last 30days records, it would be good to look bit more far in the history as sometimes have to refer for old sessions

3. Session Management

Users face inconsistent session management with Glassbox, making it challenging to manage and access session data effectively.

See 62 mentions

See Related User Reviews

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Powerful Strategic Tool"

What do you dislike about Glassbox?

Would like the ability to access sessions further back in time. For my purposes, I sometimes need to access older sessions from maybe 1 or 2 years ago

Verified User

Enterprise (> 1000 emp.)

5.0/5

"view the entire session - with no delay"

What do you dislike about Glassbox?

Our users tend to have multiple sessions , so searching to find the right one can be difficult. Generally I find the process of searching for sessions

4. Learning Curve

Users find the learning curve steep due to limited guidance, making it hard to navigate Glassbox’s features effectively.

See 61 mentions

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Doug B.

Enterprise (> 1000 emp.)

5.0/5

"Product Updates Impact"

What do you dislike about Glassbox?

Visibility in how the tool can be used. more training

Deg v.

Enterprise (> 1000 emp.)

5.0/5

"the observability"

What do you dislike about Glassbox?

The mobile component is a fraction cranky as we need to figure out what we need to see in the out of the box mobile reports and this takes time to und

5. Missing Features

Users note missing features in Glassbox, particularly in automation and performance insights, impacting overall efficiency.

See 54 mentions

See Related User Reviews

Jonathan C.

Enterprise (> 1000 emp.)

5.0/5

"This tool is so cool!"

What do you dislike about Glassbox?

The scroll button of GlassBox could benefit from some improvements, as well as the Fast Forward feature. Although the x4 and x10 speed options are ava

Laura H.

Enterprise (> 1000 emp.)

5.0/5

"So many things we like"

What do you dislike about Glassbox?

To get the most out of the tool, there’s definitely some manual effort needed to identify PII for masking, configure pages, funnels, etc. It would be

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ADITYA T.

Software Engineer

Mid-Market (51-1000 emp.)

11/19/2025

"Glassbox:Transforms Digital Insights with Powerful Analytics and Seamless Session Replays"

5/5

What do you like best about Glassbox?

What I appreciate most about Glassbox is how it captures every digital interaction in real time, providing a comprehensive and transparent view of user behavior. The visual session replay feature allows me to quickly identify areas where users encounter difficulties. Its analytics are both robust and easy to use, enabling teams to implement data-driven improvements efficiently. In summary, Glassbox speeds up troubleshooting and significantly improves the digital customer experience. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

Glassbox can feel overwhelming at first because of the depth of data it provides. Additionally, the platform can be resource-intensive, leading to occasional performance slowdowns on large datasets. Review collected by and hosted on G2.com.

What problems is Glassbox solving and how is that benefiting you?

Glassbox addresses the challenge of truly understanding user behavior throughout digital journeys by offering comprehensive clarity. By capturing every interaction, it uncovers hidden friction points, technical problems, and drop-offs that traditional analytics might overlook. This enables quicker troubleshooting, lessens customer frustration, and enhances conversion rates. In the end, Glassbox delivers actionable insights that support the optimization of both user experience and overall business performance. Review collected by and hosted on G2.com.

Nisarg N.

System Administrator

Mid-Market (51-1000 emp.)

11/18/2025

"Revolutionized Our Customer Insights with User-Friendly Analytics"

4.5/5

What do you like best about Glassbox?

Glassbox offers outstanding insight into the complete digital customer journey. I truly value how user-friendly the platform is, as it enables us to swiftly pinpoint areas of friction and enhance the user experience with confidence. The real-time session replay and analytics tools are extremely effective for diagnosing issues and boosting conversion rates. All in all, it has transformed the way we understand customer behavior and supports us in making informed, data-driven decisions. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

So far i have not face any issue in this. Review collected by and hosted on G2.com.

What problems is Glassbox solving and how is that benefiting you?

Glassbox has made it much easier for us to understand why users abandon or encounter difficulties during their digital journey. Previously, identifying points of friction was a lengthy process and often relied on guesswork. With the introduction of Glassbox’s real-time session replay and advanced analytics, we are now able to quickly identify specific issues, streamline our workflows, and boost conversion rates. As a result, troubleshooting takes far less time, and the customer experience has improved noticeably, which has led to increased engagement and a higher return on investment. Review collected by and hosted on G2.com.

Verified User in Computer Software

Mid-Market (51-1000 emp.)

11/10/2025

"Transforms Customer Insights into Actionable Decisions"

5/5

What do you like best about Glassbox?

Glassbox actually helps in showing you that what customer experience in your website. With the use of it, we don't need to guess where people are stuck or drop off, with the help of it, we have the ability to see their journey and can understand what's working or not. It helps in enabling us to make smarter decision and fix issues later. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

As there are so much data and many features and this takes time to decide what is relevant for your goal. Review collected by and hosted on G2.com.

What problems is Glassbox solving and how is that benefiting you?

Earlier it was difficult for us to pinpoint where users were getting frustrated or dropping off. But with the help of Glassbox, now we have the ability to see their journey in details like where they are hesitating, what they clicking on, and what is leading them to convert or not. This kind of visibility helps in identifying issues, improve the user experience and helping in decision making. Review collected by and hosted on G2.com.

Chennie B.

Data Reporting Analyst

Enterprise (> 1000 emp.)

9/16/2025

"Amazing Experience Especially in creating Funnel that helps us with our data analysis."

5/5

What do you like best about Glassbox?

Very user friendly and easy to navigate. Pages are so easy to understand and you will be so familiar with the steps accordingly. Also, Funnels are very much accessible to those that can view and help with further checking and investigations. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

Sometimes, Glassbox was having some downtime without notice that makes the project or any task delayed. Review collected by and hosted on G2.com.

Anna Marie C.

Data Reporting Analyst

Small-Business (50 or fewer emp.)

8/5/2025

"Glassbox is easy to navigate but has performance lag issues."

4/5

What do you like best about Glassbox?

Like utilizing Glassbox for its ease of use and intuitive interface, which makes it an essential tool for analysis and investigation. It offers comprehensive session replay capabilities, allowing for detailed tracking of user behavior and interactions on the websites. It also supports deep insights into customer journeys to identify customer issues more effectively. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

The main concern with Glassbox is its performance lag. Actions such as clicking through sessions or running funnels often take up to a minute to load, which can significantly slow down the workflow. Review collected by and hosted on G2.com.

What problems is Glassbox solving and how is that benefiting you?

Since I use Glassbox extensively for analysis and investigation of customer feedback on brand websites, it is helpful to identify the pain points or issues encountered by customers while navigating the sites. Creating funnels is also helpful to quantify the customers affected by the same issue over a given timeframe. Review collected by and hosted on G2.com.

Verified User in Telecommunications

Mid-Market (51-1000 emp.)

9/17/2025

Business partner of the seller or seller's competitor, not included in G2 scores.

"Easy Access"

4/5

What do you like best about Glassbox?

What I really like about Glassbox is that it is not complicated to learn. Things are easy to navigate and attributes are easy to understand. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

What I dislike about Glassbox is that some sessions are not complete so, there some things that I want to look that I can't. But overall, everything is good. Review collected by and hosted on G2.com.

Yoed Y.

QA Automation

Mid-Market (51-1000 emp.)

7/14/2025

"Glassbox is a great tool"

5/5

What do you like best about Glassbox?

It's great that I can view the customer journey through the app, and watch the relevant network calls. It helps greatly debug issues related to customer experience, and in addition get the calls. so I can create my own flows for load tests running the exact order of requests to the various services. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

No complaints, I find it very easy to use in general Review collected by and hosted on G2.com.

What problems is Glassbox solving and how is that benefiting you?

Observing the customer journey across different screens, buttons, and options provides valuable insights into how we can improve the user experience. It helps identify areas for optimization and refactoring, enabling teams to enhance the overall flow and ensure a smoother, more efficient interaction for our customers. Review collected by and hosted on G2.com.

Hemant D.

Cx (Tealeaf) Analyst

Enterprise (> 1000 emp.)

5/26/2021

"Glassbox - Next-gen CX tool,Key Feature - Session Replay (best in industry)."

4.5/5

What do you like best about Glassbox?

Session Replay, and Glassbox Reporting suite. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

they are focusing more on cloud customers, they should focus equally on their On-Prem customers also. Review collected by and hosted on G2.com.

Rosel G.

Data Analyst

Mid-Market (51-1000 emp.)

11/25/2025

"Thankful for Glassbox"

5/5

What do you like best about Glassbox?

It's easy to understand and allows me to create analytical reports based on the session replies. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

One limitation is that it only allows you to review three months of data. Review collected by and hosted on G2.com.

pratik n.

Production support

Enterprise (> 1000 emp.)

3/25/2025

"Great for defect Triaging"

5/5

What do you like best about Glassbox?

The best Thing I like is, what user has seen on screen and what action user has taken these helps to understand any reported issue to be understood properly with Glassbox's help.Any defect triaging for rare cases or once only creatable use case can be observed through glassbox and not just UI but other data like which API call are failed and like wise other details around the issue can also be observed from it. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

Currently can only look back for last 30days records, it would be good to look bit more far in the history as sometimes have to refer for old sessions and we end up in a situation where old session are cleared. Have observed some of the sessions where though user has seen expected experience in Glassbox it shows it as having some white overlay which makes it hard to understand what exact user has seen, if that can be looked at would be much appreciative of. Review collected by and hosted on G2.com.