Glassbox

Glassbox is a leading digital customer experience intelligence platform that empowers organizations to deliver superior digital journeys. By capturing and analyzing 100% of customer interactions across websites and native mobile apps, Glassbox provides a complete and unfiltered view of the user experience. Its AI-driven engine automatically surfaces critical insights, enabling teams to proactively identify and resolve customer struggles, optimize conversion funnels, and enhance overall engagement. The platform is built with a security-first mindset, making it an ideal solution for highly regulated industries such as financial services, insurance, and telecommunications, where data privacy and compliance are paramount.

The core mission of Glassbox is to transform every digital touchpoint into an opportunity for growth and customer satisfaction. It moves beyond traditional analytics by not just showing what happened, but explaining why it happened. Through a combination of quantitative and qualitative data, businesses can understand the human element behind every click, swipe, and tap, leading to more empathetic and effective digital strategies.

How to use Glassbox

Using Glassbox involves a comprehensive workflow designed for enterprise-level analysis and optimization. The process typically follows these steps:

1. Integration: Deploy the lightweight Glassbox SDK onto your website or native mobile application. The installation is designed to be fast and effortless, with minimal impact on site performance.
2. Data Capture: Once integrated, Glassbox automatically captures every single user session in its entirety, including all clicks, scrolls, form interactions, and technical events. This data is captured securely and can be masked to protect sensitive user information.
3. Analysis & Visualization: Access the Glassbox dashboard to analyze the captured data. Use features like Session Replay to watch pixel-perfect reconstructions of user sessions, just as the customer saw them. Leverage Customer Journey Analytics to visualize and understand multi-session paths across your digital properties.
4. AI-Powered Insights: Let the AI engine do the heavy lifting. Glassbox automatically identifies user struggles, such as rage clicks, errors, and conversion barriers, and quantifies their business impact. Real-time alerts can be configured to notify teams of critical issues or fraudulent activity as it happens.
5. Optimization & Action: Use the insights to prioritize fixes, optimize user flows, and personalize experiences. Share session replays and data-driven reports with development, product, and marketing teams to facilitate rapid case resolution and collaborative improvements. Integrate with tools like Jira, Slack, and Adobe Analytics to streamline workflows.

Core Features of Glassbox

• Session Replay: Watch high-fidelity, movie-like replays of every user session on web and mobile apps to see exactly what your customers experience.
• Customer Journey Analytics: Map and visualize complex, cross-channel customer journeys to identify drop-off points and opportunities for improvement.
• Struggle & Error Analysis: Automatically detect and quantify user friction, including rage clicks, dead clicks, form submission issues, and JavaScript errors.
• AI-Driven Insights: An AI engine that proactively surfaces anomalies, identifies trends, and provides actionable recommendations to improve key business metrics.
• Fraud Prevention & Security: Mitigate risk with real-time alerts for suspicious behavior, full visibility for forensic analysis, and secure digital record-keeping for compliance.
• Mobile App Analytics: A mature and proven solution for native mobile apps, providing the same deep insights as for web, ensuring a frictionless mobile experience.
• Performance Analytics: Monitor and analyze the impact of application performance on the customer experience and business outcomes.
• Extensive Integrations: Seamlessly connect with a wide range of third-party tools for APM, analytics, A/B testing, and collaboration, including Google Analytics, Adobe Analytics, Jira, Slack, and New Relic.

Use Cases for Glassbox

Glassbox is trusted by global brands across various industries to solve critical business challenges:

• Financial Services: Banks like Bank Leumi use Glassbox to boost website transactions, prevent fraud, and ensure regulatory compliance by maintaining a secure digital record of all interactions.
• Retail & eCommerce: Companies like Sainsbury's and Purina leverage the platform to recover lost revenue by identifying and fixing checkout issues, optimizing on-site search, and enhancing product layout to increase engagement.
• Travel & Hospitality: Brands like Marriott reduce customer support requests by optimizing login and activation flows, using session replays to quickly understand and resolve user-reported issues.
• Fintech: SoFi prevented millions in potential revenue loss by using Glassbox to identify user struggles and quantify their impact, leading to a better customer experience and increased revenue.

Advantages of Glassbox

Glassbox offers a competitive edge through its unique, three-pronged approach: Proactive, Preventive, and Secure.

• Complete Visibility: Captures 100% of session data, leaving no blind spots in the customer journey.
• Actionable AI Insights: Goes beyond raw data to provide automated, prioritized insights that teams can act on immediately.
• Enterprise-Grade Security: Designed for the strictest security and compliance requirements, making it a trusted partner for regulated industries.
• Unified Platform: Provides a single source of truth for web and mobile app experiences, breaking down data silos between teams.
• Proven ROI: Customers report significant business impact, including increased conversion rates, reduced operational costs, and millions in recovered revenue.

Pricing and Plans

Glassbox offers flexible, tailored pricing options designed to fit the unique needs of each business. The pricing is not publicly listed and requires contacting their sales team for a custom quote. The cost is determined by three main factors:

1. Selected Package: Packages are designed for different teams and goals, such as Production Operations (error resolution), Marketing/Business (conversion optimization), and Product (user adoption).
2. Data Retention Period: The length of time you need to store session replays and analytical data (e.g., 1 month, 3 months, 13 months).
3. Session Volume: The number of monthly user sessions captured from your website or mobile app.

Specialized add-on solutions are also available for Fraud Prevention, Digital Accessibility, and Call Center optimization. To get a personalized package and pricing, you are encouraged to request a demo or contact Glassbox directly.