Voice of customer analytics
Make voice of customer feedback instantly actionable
Glassbox's integrated voice of customer tools connect what customers say with what they actually experience so you can analyze, prioritize and act on feedback in no time.
The ability to watch a user navigate the site click-by-click has been incredibly helpful in identifying issues.
Get the power of VoC plus so much more
Voice of customer (VoC) feedback is a powerful tool. Yet, less than 7% of customers leave feedback (Source: McKinsey), and that feedback is often vague. These limitations can make it hard to take action from standalone VoC tools.
Glassbox offers an integrated VoC capability that helps you turn sentiment into solutions in no time. By connecting VoC with digital experience intelligence, you can quickly:
See the experience of dissatisfied customers to identify their struggle.
Determine how many users are affected by issues identified in VoC feedback.
Base your digital roadmap on a complete understanding of an issue's scope.
Correlate the impact of digital CX enhancements with customer sentiment.
Understand the voice of the silent
It’s difficult to prioritize issues and opportunities when relatively few customers provide feedback. By understanding the behavior of 100% of your customers, Glassbox ensures you also learn from the voice of the silent majority. Your teams can easily quantify the scale of any issue identified through VoC feedback, allowing you to make accurate decisions.
Turn feedback into high-impact CX improvements
Glassbox helps you dive deeper into your customers’ experiences by watching a replay of the specific session that prompted feedback. Your team can review everything a user experienced before, during and after leaving feedback, enabling them to swiftly understand and resolve issues or identify new opportunities.
Get more from existing VoC tools
In addition to offering built-in VoC analysis tools, Glassbox seamlessly integrates with your current voice of customer software. The robust digital experience data provided by Glassbox will enrich your customer feedback with vital context, yielding greater insights and improved customer journeys.
A one-stop-shop for voice of customer insights and CX optimization
Faster experience analysis
Glassbox helps teams quickly identify the root cause and scope of CX issues and complaints using session replay and other analysis tools. It also quantifies the business impact of those issues, so you can prioritize the most impactful fixes.
Intelligent targeting
Proactively target users that Glassbox knows are experiencing struggles. These sophisticated triggers encourage more feedback, improve the quality of feedback, and most importantly, show customers you care about their experience.
Customer cohort analysis
Compare the journeys of satisfied and dissatisfied customers to learn what leads satisfied users to convert. Correlate journeys with feedback to build a complete view of customer sentiment, rather than relying on survey respondents alone.
Integrated digital analytics and VoC
Link VoC data directly to sessions, struggles, impact and revenue.
Experience-driven feedback
Trigger real-time feedback prompts based on the experience of users.
Multiple feedback types
Prompt visitors with free text, NPS and CSAT feedback requests.
Customizable branding
Customize the VoC interface to blend with the branding of your site or app.
Integrate with VoC tools
Seamlessly integrates with your existing VoC tool.
You're in good company
Digital innovators around the world are leveraging Glassbox to tap contextual insights, eliminate guesswork and put customer delight on repeat.
Marriott reduces support requests by 60% through activation & login optimization
Sainsbury's recovers $200k lost revenue and enhances operational efficiency
SoFi prevents $9M in potential revenue loss
Purina optimizes on-site search and product layout increasing engagement
NBrown increases new accounts by 16%
Bank Leumi boosts website transactions by 11% with Glassbox
