Glassbox Reviews & Product Details

Glassbox Product Details

Glassbox is a customer intelligence and digital experience analytics platform designed to help enterprises understand, optimize and make their digital channels more accessible. By leveraging artificial intelligence, Glassbox captures and analyzes data from every online interaction, giving businesses a complete view of customer behavior and preferences. These insights enable organizations to act quickly, transforming raw data into strategies that improve usability, ensure compliance and enhance customer experiences for all users. Large global enterprises across finance, insurance, healthcare and more, rely on Glassbox to uncover the root causes of customer challenges, remediate accessibility issues and create digital journeys that are inclusive, seamless and engaging—driving stronger loyalty and revenue. A key differentiator is Glassbox’s ability to securely capture 100% of user sessions across web and mobile applications. This end-to-end visibility allows teams to analyze every step of the customer journey, pinpoint friction and take action in real time. With AI-powered insights, accessibility monitoring and fraud prevention capabilities, Glassbox gives organizations the agility to respond to issues within minutes and adapt to evolving customer needs. Recognized by G2 as a leader in customer intelligence solutions and product analytics, Glassbox delivers the clarity and confidence enterprises need to create compliant, accessible and impactful digital experiences.

Product Website

Seller

Glassbox

Discussions

Glassbox Community

Product Description

Glassbox provides digital customer experience analytics for web and mobile apps. Drive revenue, profitability & loyalty with optimized digital CX.

Overview by

David Geffen

Value at a Glance

Averages based on real user reviews.

Time to Implement

1 month

View More Pricing Information

Glassbox Integrations

(6)

Verified by Glassbox

Glassbox Media

Visualize, observe, analyze and elevate your digital customer journey with Glassbox Augmented Journey Map™ for both web and native mobile app. Get a real-time, comprehensive and multi-dimensional view of the customer journey. Increase engagement and maximize conversions. Automatically. With no ne...

Built-in AI analyzes all events and highlights the ones causing the customer to abandon their journeys. Get alerted to struggles and behavioral irregularities in real-time. Measure the business impact of every journey so you know what to prioritize.

Free text, NPS, and CSAT feedback are available with Glassbox's new VoC capability. You can now trigger feedback by the live experience, manage all feedback campaigns from a centralized dashboard, link directly to session replay, struggle score, business impact, and revenue, and leverage VoC data...

Glassbox Product Tour

Boost conversions with Glassbox

GIA: AI-Powered Session Analysis

How Sainsbury's Recovers Lost Revenue and Enhances Operational Efficiency with Glassbox

Detect Lost Revenue With Glassbox

Official Downloads

(5)

edit

Interactive Demo

edit

Try an interactive demo created by the software seller (right here on G2).

Try demo

G2 reviews are authentic and verified.

Here's how.

CB

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.

AC

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.

UT

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.

YY

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.

HD

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.

PN

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.

AT

Adi T.

Rule Engine Team Leader

Mid-Market (51-1000 emp.)

7/14/2025

"Intuitive interface"

5/5

What do you like best about Glassbox?

Glassbox makes it very easy to search and find information about sessions. The interface is intuitive, and locating specific data is quick and efficient. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

Glassbox is a powerful tool, but there’s room for improvement. Enhancing session load speed, adding more advanced filtering options, and improving mobile responsiveness would boost usability. Clearer error messages and better onboarding for new users could also enhance the experience. More customizable dashboards would further increase its overall value. Review collected by and hosted on G2.com.

PS

Prajjawal S.

Graduate Engineering Trainee

Enterprise (> 1000 emp.)

4/19/2025

"Insightful Tool for Optimizing User Journey"

4/5

What do you like best about Glassbox?

I really like how easy it is to see exactly what users are doing on our site. The session replays are super helpful for spotting issues and understanding where people get stuck. It saves a lot of guesswork and helps us fix things faster. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

Sometimes it can feel a bit overwhelming — there are a lot of features and it takes time to learn how to use everything properly. The interface isn’t always the most intuitive, and occasionally the session replays may lag or miss in some scenarios. Review collected by and hosted on G2.com.

UT

Verified User in Telecommunications

Enterprise (> 1000 emp.)

9/16/2025

"I like using Glassbox in investigation on some customer's feedback."

4.5/5

What do you like best about Glassbox?

I really like how I can easily create a funnel just by clicking some features on sessions. Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

I don't like that the session links sometimes would be split and could not find the rest of the sessions. Review collected by and hosted on G2.com.

EZ

edlin z.

Product Manager

Enterprise (> 1000 emp.)

3/20/2025

"Opportunity Research"

5/5

What do you like best about Glassbox?

I love to have the opportunity to research and able to see what happened on the online session in order to provide a solution to any customer concerns. Also I love that when I am on a call and the customer is having issues with something in the online banking I can go and see what exactly is happened so I can guide them better Review collected by and hosted on G2.com.

What do you dislike about Glassbox?

Would prefer if there were a longer retention for our business needs and more dynamic filtering in the mobile box Review collected by and hosted on G2.com.