Glassbox: Overview And Alternatives

What is Glassbox?

Glassbox software is a type of software that allows organizations to record, replay, and analyze customer interactions with their digital properties such as websites, mobile applications, and other online services. 

It provides a way to capture user behavior in real-time, as well as to store and retrieve that information for analysis later.

With Glassbox, you’ll be able to capture every customer session on your website to gather data about the customer experience. 

This software typically works by collecting user data such as:

• Mouse movements 
• Clicks
• Keystrokes
• Any other interactions on the web page

This data is then recorded and stored in a database, allowing organizations to replay the user experience exactly as it occurred. By analyzing this data, organizations can gain insights into how users interact with their digital properties, identify areas for improvement, and optimize their user experience.

Glassbox offers a variety of features to help you understand how your customers are interacting with your website, including: 

• Session replays
• Heatmaps
• Conversion funnels
• Form analytics
• Search analytics 
• Mobile app analytics
• Real-time alerts
• Privacy and compliance features

Glassbox pricing

There are several factors that are going to determine how much Glassbox will cost you, including: 

• Size of your company
• Number of digital properties being monitored
• Level of customization
• Amount of support required

So, there’s no set cost for Glassbox. However, Glassbox typically offers pricing based on a SaaS model, which means that customers pay a recurring fee based on usage. The pricing may be based on the volume of data recorded or the number of user sessions monitored, among other factors. 

The Glassbox website encourages those interested to request a pricing quote depending on the business needs. They can provide you with a customized quote based on your requirements and help you choose the right package for your organization. 

Advantages and disadvantages of Glassbox

Like any software, Glassbox has its pros and cons. We'll detail them in this section.

The advantages of Glassbox include:

• Improved user experience: Glassbox software can help organizations understand how users interact with their digital properties and identify areas for improvement, which can lead to a better customer experiences. 
• Increased conversion rates: By identifying and resolving issues that cause users to abandon digital processes, Glassbox software can help increase conversion rates.
• Enhanced security: Glassbox software can help identify security vulnerabilities by recording user interactions and highlighting any suspicious activity.
• Efficient issue resolution: With the ability to replay user sessions, support teams can quickly identify and resolve issues that customers may be experiencing.
• Data-driven decision making: By providing detailed insights into user behavior, Glassbox software can help organizations make data-driven decisions about website design, content, and marketing strategies. 

The disadvantages of Glassbox software include: 

• Privacy concerns: Recording user interactions with digital properties may raise privacy concerns, especially if users are not aware that their data is being collected and analyzed.
• Data storage requirements: Glassbox software generates a large amount of data, which can be costly to store and manage.
• Technical limitations: Glassbox software may not be able to capture certain types of user interactions or behavior, which can limit the usefulness of the data collected.
• Potential legal issues: In some jurisdictions, the use of Glassbox software may be subject to legal restrictions, such as data protection laws.
• Implementation and maintenance costs: Glassbox software can be complex to implement and maintain, which can add to the overall cost of using the software.

Glassbox reviews and ratings 

Glassbox software has generally received positive reviews and ratings from customers and industry experts. Here are a few examples:

Glassbox has an average rating of 4.7 out of 5 stars based on 57 reviews on Gartner Peer Insights. Customers mention its ease of use, flexibility, and ability to provide valuable insights into user behavior.

Glassbox has an average rating of 8.7 out of 10 based on 19 reviews on TrustRadius as of March 2023. The software has been praised for its powerful analytics capabilities, ability to identify and resolve user experience issues, and excellent customer support.

Glassbox has an average rating of 4.5 out of 5 stars based on 25 reviews on Capterra as of March 2023. Customers who reviewed Glassbox here liked how it can provide granular insights into user behavior, ease of use, and ability to improve website performance.

Who is Glassbox for?

Glassbox can be used by organizations of all shapes and sizes, as long as they have a digital presence. Some of the types of industries that can benefit from this software are:

• E-commerce
• Financial
• Hospitality 
• Healthcare 

Best Glassbox alternatives in 2023

There are several alternatives to Glassbox on the market with pros and cons depending on your business. Some of the most popular Glassbox alternatives are Fullview, FullStory and Hotjar. 

We'll cover what each of them are, their features, ratings and pricing below. We'll also touch upon which use cases and industries they are best suited to.

We'll cover the following tools and platforms:

1. Fullview
2. FullStory
3. Hotjar

Fullview - Best for customer support

One of the best Glassbox alternatives is Fullview. Fullview is an end-to-end customer support solution that gives support teams the tools to provide both real time and async assistance to customers. Some of the main features include: 

Session Replays 

With session replays, Fullview allows you to record everything users are doing on your web app. Having the recordings means you can watch them live or at a later time to find bugs and other issues, as well as to see user behavior in context. 

Session replays allow your support team to be as proactive as possible when solving customer issues.

How?

With Fullview, support teams can monitor user sessions on an ongoing basis to shot issues and get in touch with users immediately — even before they've had a chance to contact you themselves! Timely, proactive support like that can really make a difference in the lives of your customers.

Fullview is a fully compliant GDPR solution, with all data stored on servers in the EU. Fullview also offers granularity in security and privacy with customizable data fields that can be blurred out, such as: 

• Email addresses
• Payment info
• Other PII (personally identifiable information)

In addition to all that, Fullview also have powerful filtering, segmentation and custom views so you can find user sessions fast by applying relevant filter combinations and then saving them as custom views. For eg, maybe your support team wants to view the sessions of enterprise users with rage clicks on a weekly basis. They can apply those filters and save them as a custom view to access those sessions whenever they please.

Cobrowsing

Fullview also offers cobrowsing, which means that agents can initiate in-app calls with users who need assistance and take over their screen to solve tricky tickets.

Console Logs

Another reason Fullview is one of the best Glassbox alternatives is console logs. With console logs, agents are able to get the context of an issue quickly by seeing network, device, user journey, and console information like errors and warnings.

Look at the session replays screenshot above. On the right hand side, you'll see a panel listing console information so you can easily troubleshoot when a user encounters a problem. That way, customers don’t have to explain their issue to agents. 

Integrations

Fullview has plenty of integrations that make it easy to start using it within your team. For example, if you use Intercom or Zendesk for support, you can now initiate cobrowsing calls and watch user session replays directly from those software platforms. We'll even pin relevant details (like previous cobrowsing sessions) to user tickets so you always have the necessary context to solve user issues quickly and efficiently.

Pricing

Fullview offers free as well as paid plans to fit everyone's budget. With the free plan, you can record up to 1000 user sessions, and initiate 5 cobrowsing calls per agent per month. The paid plans start at $59 a month for cobrowsing, and $200 for Fullview Session Replays. 

As far as Glassbox alternatives go, Fullview is a step above the rest. If you’d like to try it, Fullview offers a 14-day free trial of their premium plans, or a completely free plan as well. 

FullStory - Best for DXI

FullStory is a digital experience platform that provides organizations with insights into how users interact with their digital properties, such as websites and mobile applications. FullStory allows organizations to capture and analyze user behavior data, such as clicks, scrolls, and keystrokes, and provides tools for visualizing and analyzing this data to identify areas for improvement and optimize the user experience.

Some of the key features of FullStory include:

• Session replay
• Heatmaps
• Conversion funnels
• Search analytics
• Mobile app analytics

Pricing

FullStory offers three plans — enterprise, advanced and business — but unfortunately requires that you get in touch for a demo before they reveal pricing.

Hotjar - Best for small teams

Hotjar is a software as a service (SaaS) platform that provides a range of tools for understanding how users interact with websites and digital products. The platform includes a suite of features designed to help organizations optimize the user experience and increase conversion rates.

Some of the key features of Hotjar include:

• Session recordings
• Heatmaps
• Conversion funnels
• Form analytics
• Feedback polls and surveys
• User recruitment

Pricing

Hotjar offers several different plans and tiers to choose from depending on what features you're most interested in. Plans generally start at $32. Hotjar also offers a free tier on all plans.

5 Additional Glassbox Alternatives

If you haven't yet found your perfect match, here are some additional Glassbox alternatives for you to consider.

Contentsquare

Contentsquare is a digital experience platform that provides organizations with a range of tools for understanding how users interact with their digital properties as a Glassbox alternative. The platform uses artificial intelligence and machine learning to analyze user behavior data and provide insights that can be used to optimize the user experience and improve conversion rates.

Some of the key features of Contentsquare include:

• Session replay
• Heatmaps
• Conversion funnels
• Form analytics
• Customer journey analytics
• Personalization

Smartlook

Smartlook is a digital analytics tool that allows organizations to record and replay user sessions to better understand how users interact with their website or mobile application. 

Some of the key features of Smartlook include:

• Session replay
• Heatmaps
• Conversion funnels
• Event tracking
• Funnel analysis
• Feedback collection

Heap

Heap uses automatic event tracking to capture user behavior data and provide insights that can be used to optimize the user experience.

Some of the key features of Heap include:

• Automatic event tracking
• Retroactive analysis
• Conversion funnels
• User segmentation
• Behavioral analytics
• Data visualization

Quantum Metric

Quantum Metric uses artificial intelligence and machine learning to analyze user behavior data and provide insights that can improve conversion rates.

Some of the key features of Quantum Metric include:

• Session replay
• Behavior detection
• Funnel analysis
• User segmentation
• Voice of customer feedback
• Real-time alerts

LogRocket

LogRocket is a software development tool that provides organizations with a range of tools for identifying and fixing bugs and issues in web and mobile applications. The platform uses session replay and logging to capture user behavior data and provide insights that can be used to optimize the user experience and improve application performance.

Some of the key features of LogRocket include:

• Session replay
• Logging
• Error tracking
• Network monitoring
• Collaboration
• Integration

Wrapping things up

The bottom line is that Glassbox is a solid software for improving the customer experience. Glassbox alternatives such as Fullview are also great options. Some of them may even offer better features than Glassbox. If you’re looking for Glassbox alternatives and you're a customer support agent or manager, try Fullview’s free trial.