Glassbox Essentials

Digital leaders using Glassbox see better data, learn necessary actions sooner and act faster to convert points of friction into seamless digital journeys for their customers. Our AI-fueled customer intelligence platform automatically captures, visualizes and analyzes 100% of interactions across web and mobile applications to surface the root causes of customer behavior and quickly answer core business questions. Glassbox Essentials empowers UX, marketing, e-commerce and product teams with actionable insights from day one. Access out-of-the-box reports, error detection, struggle scores, page analytics and searchable real-time session replay to proactively transform customer data into decisions.

Addressable Challenges

Glassbox Essentials empowers organizations to address the following critical questions:

• Why are customers abandoning my checkout?
• What is this error costing me?
• How do new version rollouts, A/B tests and campaigns influence user behavior?

Interaction Maps

• Automatically map user interactions with on-page content including clicks, inputs and struggles to visualize the engagement and revenue impact of elements or zones on the page.
• Compare interaction maps side by side to immediately see the changes in behavior driven by page variations.
• Understand the page or screen engagement by device, browser or audience segment by filtering and instantly generating new maps.
• See user engagement within a page by highlighting zones where time was spent and correlating with conversion and revenue.
• Easily analyze customer behavior at every page configuration with the Glassbox Interaction Map Chrome Extension, by viewing UX metrics displayed as heatmaps directly on your live website

Out-of-the-Box Reports

• Sort pages by key metrics like errors, struggles and engagement to find opportunities for improvement.
• Identify issues experienced by your users with out-of-the-box error monitoring dashboards including console errors, AJAX errors and validation errors.
• Quickly diagnose issues by drilling into relevant session replays.

Struggle Scores

• Leverage Glassbox’s Struggle Score data to understand visitor struggles and their impact on user experience.
• Use insights from multiple touchpoints in a user’s journey to make informed decisions that enhance user experience.
• Apply Struggle Scores as filters across all Glassbox modules to pinpoint high-struggle journeys or low- struggle sessions, enabling targeted improvements that reduce friction and optimize customer experience.

Page Journeys

• Visualize how users enter and exit an individual page to understand the influence of previous issues on abandonment at a later stage
• Filter on the fly to analyze the effects of audience segments, experiments, devices and experience scores on journey abandonment.
• Get automatic insights for each page to see trends in engagement, experience and technical performance.

Business Flows

• Define user journeys down to the level of specific interactions with elements to optimize business flows.
• Visualize how much time users take per step, how many steps were repeated, what was the drop-off rate and which fields contributed to this.
• Assess the impact of factors such as device type, browser, audience segment and other parameters on experience to detect issues.
• BFSI organizations can set a fixed revenue amount and link it to business flows to quantify user experience in terms of revenue at every step of the funnel. This allows them to measure and optimize revenue by identifying and addressing friction points.

Mobile App Analytics

• Utilize the same core features available for web in your mobile app with a single, lightweight SDK.
• Analyze user behavior and gain insights into mobile app performance, availability, user experience and business impact.
• Track key factors such as latency, crashes, errors, broken links and other pain points, capturing customer reactions to these issues.
• Obtain a comprehensive view of your mobile app’s performance and user experience through seven core reports, including overview, crash analysis, network performance, device performance, engagement, struggles and versions.

Business Benefits

• Improve digital experiences → Automatically detect and visualize struggles.
• Increase customer satisfaction → Engage in real-time co-browsing during customer calls.
• Proactively improve quality → Take proactive measures by viewing page engagement and performance metrics to address issues before they escalate.
• Reduce error cost → Efficiently detect, diagnose and prioritize technical issues with AI-driven insights.
• Maximize conversions and revenue → Quantify the value of content and elements to drive revenue-impacting decisions.

Add-on Modules

Glassbox Essentials is the foundation of every Glassbox solution and the platform on which all Glassbox add-on modules reside. By leveraging the robust capabilities of Glassbox Essentials and integrating add-on modules, organizations can build a comprehensive, scalable, and adaptive digital analytics ecosystem tailored to their specific needs. Whether it’s enhancing user experience, optimizing business flows, or driving revenue growth, Glassbox Essentials provides the critical insights and tools needed to transform data into actionable decisions.