--- title: "Glassbox Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Glassbox. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Glassbox is a good fit for you!" source_url: "https://www.softwareadvice.com/customer-experience/glassbox-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Web Analytics Software](https://www.softwareadvice.com/web-analytics/) / [Glassbox](https://www.softwareadvice.com/customer-experience/glassbox-profile/) / Glassbox Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/customer-experience/glassbox-profile/) Reviews [Alternatives](https://www.softwareadvice.com/customer-experience/glassbox-profile/alternatives/) # Glassbox User Reviews ## Reviews summary - Overall rating: 4.9/5 - Total reviews: 54 ### Secondary ratings - Ease of use: 4.9/5 - Customer support: 4.9/5 - Value for money: 4.9/5 - Functionality: 4.9/5 ### Rating distribution - 5 stars: 51 reviews (94%) - 4 stars: 3 reviews (6%) - 3 stars: 0 reviews (0%) - 2 stars: 0 reviews (0%) - 1 star: 0 reviews (0%) ### Most mentioned pros - The most powerful capability in Glassbox is the ability to view our customer sessions. - The session recordings are very helpful and assist us in understanding the friction points of our customers - From this wealth of data Glassbox is able to analyze the friction points in our app and point me as a product owner to where I should be focusing my time. ### Most mentioned cons - Images are not captured properly sometimes in the recording, which could be confusing if that was an user's problem or a glassbox's problem. - The interface is sometimes quite confusing, as there is a lot of hoops to jump through to get desired data. - I feel like the mobile history is still hit or miss and we don't always see logged records or data from mobile sessions. ## Glassbox customer reviews Showing reviews 1-25 of 54 (page 1). ### Mobile Engagement - Overall rating: 5/5 - Reviewer: Darwin D. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Very good - I am happy we have this solution in our tech stack, we can make the right business decisions based on data. The Glassbox team itself has been very helpful #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The best capability of Glassbox is the level of data that the system captures on the user journey. From this wealth of data Glassbox is able to analyze the friction points in our app and point me as a product owner to where I should be focusing my time. it simply works and we can trust its insights #### Cons It took us some time to configure the reports we wanted to our liking. there are some features in Glassbox which i feel could look better - but we can trust the data so that is the most important thing #### Reasons for switching to Glassbox There was not enough data to make decisions and session information was missing. the solution looks nice - but the data and its insights were not suitable for our business needs --- ### Observe and analyze - Overall rating: 5/5 - Reviewer: Kurian M. - Verified reviewer: Yes - Industry: Insurance - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: January 2024 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like the ability to observe and analyze the internal workings of my application . its very beneficial in debugging , optimising performance and understanding the user interactions . Also very useful in viewing the understanding user experience and see the users actual interaction with the application and flow through the different pages and end to end flow in the user session for analsyis and troubleshooting . #### Cons I have felt from my usage of glassbox , the below improvements will provide a better experience and helpful in troubleshooting and debugging . A better Dashboard which provide more overview of the user experience and teh errors they would have seen while accessing teh application and the response times and user experience which they have when they use the application . Also a better error analysis page with more features which provide more recording sessions of users which have seen 500 /600 errors or specific application errors . Also better performance whicle accessing teh recordings . #### Reasons for switching to Glassbox The error analysis wasn't strong enough, a lot was going under our radar --- ### Better transactions with our customers - Overall rating: 4/5 - Reviewer: chris g. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Functionality: 5/5 #### Pros I like the way Glassbox gives me the number and percentage of successful and unsuccessful transactions found in our systems in details. the numbers help us prioritize the important scope of our site to be optimized, improved and correct. It suggests well which part of our site is needing improvements and fixing so that there will be more site visit and transactions with our customers. #### Cons I think Glassbox could improve by having more options to customize reporting views and elements for funnel creation. Technically, the elements should be customizable in my access so that I can perform my analyses better. With better funneling, I could perform better and faster creation of my reports to my superiors. This insights will help us better or sites and operation. But, so far, the funnel creation really helps, I just hope there are better options to custom depending on the criteria we needed. --- ### Understanding what our customers do - Overall rating: 5/5 - Reviewer: Dror L. - Verified reviewer: Yes - Industry: Financial Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Before Glassbox we had a very hard time understanding what the user actually did, and in Glassbox it's so easy to track his actions and see exactly the flow and the steps he took #### Cons I'm not familiar with the system in a good level, and maybe that is the problem - it sometimes seems too complicated if you're not familiar with all the (amazing) features. #### Reasons for switching to Glassbox Glassbox data is much richer, at the end of the day we get better insights and make better decisions. The fact the nothing needs to be tagged - but all struggles and issues are visible is a huge benefit for us --- ### Very straightforward - Overall rating: 5/5 - Reviewer: Alex Z. - Verified reviewer: Yes - Industry: Financial Services - Company size: 201-500 employees - Product usage: Used weekly for more than 2 years - Reviewed: November 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros A I appreciate Glassbox for its straightforward user interface. It's exceptionally simple, making it accessible even to users who are not familiar with it, as they can easily understand what to do. Furthermore, the session recording feature in Glassbox has exceeded my expectations. While I've previously worked with other third-party vendors for session recording, Glassbox stands out by providing exactly what we need, and its handling of background requests is exceptional. #### Cons I believe it would enhance the user experience if Glassbox introduced a dark mode, considering that the current UI is quite bright and predominantly white. Additionally, within the session recording feature, there appear to be some spam or irrelevant requests that could potentially be muted or filtered. Lastly, there seems to be an issue with deep linking, as when I receive a link to a specific tab in Glassbox and click it without prior login, it redirects me to the login page. After successfully logging in, instead of taking me directly to the tab from the link, it directs me to the main page. #### Reasons for switching to Glassbox Glassbox is a very easy tool to use compared to the management required from Contentsqaure --- ### Very easy to use - Overall rating: 5/5 - Reviewer: jatinder k. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. i would like to learn all feature of glassbox as it will be for sure helpful to get more insight of users and help us sanitize app even better. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros ease of getting the user seasons with all API request and response included is very useful for triaging issues. #### Cons More training videos and material on how to filter out sessions and saving them to create reports as per users needs . #### Reasons for switching to Glassbox The depth of information and insights, as well as system maintenance is easier with Glassbox --- ### Great Tool! - Overall rating: 5/5 - Reviewer: natasha l. - Verified reviewer: Yes - Industry: Retail - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The ability to be able to directly fix any issues from a users perspective as opposed to guessing where drop offs are. I also like the filtering options to be able to directly gauge conversion/any issues from a specific scenario #### Cons The interface is sometimes quite confusing, as there is a lot of hoops to jump through to get desired data. Some of the terminology is not abundantly clear to people who are coming to it fresh with no experience, and I'd like the option for more live demonstration to help me decipher what information I need an fthe best way to get it #### Reasons for switching to Glassbox The level of detail we are able to get and act upon in Glassbox is much better from what Contnetsquare had to offer us --- ### understand the struggles - Overall rating: 5/5 - Reviewer: clement b. - Verified reviewer: Yes - Industry: Retail - Company size: 10000+ employees - Product usage: Used weekly for more than 2 years - Reviewed: October 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. I have had a very positive experience working with the Glassbox team, there support knows us and takes care of issues that arise #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros interaction maps to better understand the struggles met by visitors and analyzing their session through session recordings #### Cons Implementing easily custom dimension: I'd like to look for specific struggles met (like dead clicks on a certain button). Also, the visualization of behavior is hard to get at first sight (Contentsquare makes it look easier). #### Reasons for switching to Glassbox The ongoing maintenance of Contentsquare was too high for us. Every insight we wanted required tagging in the system --- ### Very easy to use - Overall rating: 5/5 - Reviewer: Mabel L. - Verified reviewer: Yes - Industry: Airlines/ Aviation - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: November 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros the steps and actions that users go through are clearly stated on the side, which saves me time by going directly to the reported steps for review #### Cons Images are not captured properly sometimes in the recording, which could be confusing if that was an user's problem or a glassbox's problem. It'd be better to have this fixed so that I won't be distracted by these minors bugs :) #### Reasons for switching to Glassbox FullStory was great for session replay but lacked the customer insights we required to get to the root cause of issues --- ### Very deep insights - Overall rating: 5/5 - Reviewer: Jeff S. - Verified reviewer: Yes - Industry: Financial Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: November 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The most powerful capability in Glassbox is the ability to view our customer sessions. the replay is very detailed with insights regarding their experience, which allows us to take action #### Cons We have experienced issues with performance and the time it takes us to recreate screens which is not trivial. #### Reasons for switching to Glassbox The cost of system maintenance in Contentsquare was very high compared to Glassbox. In addition, the level of customer journey insights is better with Glassbox --- ### We can see the customer stuggles - Overall rating: 5/5 - Reviewer: Craig S. - Verified reviewer: Yes - Industry: Financial Services - Company size: 10000+ employees - Product usage: Used weekly for less than 2 years - Reviewed: April 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. The Glassbox team has been committed to us seeing value in the solution and has been with us during the onboarding and implementation. I #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The most important aspect for our organization is that we can see where the users are struggling and what needs to be fixed on our website #### Cons It would be helpful if the reporting would be accessible via a right click for a deeper drill down --- ### Building a better site - Overall rating: 5/5 - Reviewer: corina a. - Verified reviewer: Yes - Industry: Construction - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: July 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The fact that we can see where our customers are spending their time and where they are struggling. This lets us make a better experience for them so that they keep on returning #### Cons the retention of the session in the storage is limited to thirty days and we cant see information and replay sessions beyond that time period --- ### Graphical representation - Overall rating: 5/5 - Reviewer: rahul k. - Verified reviewer: Yes - Industry: Insurance - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The Graphical representation has been useful for us to understand those areas of friction for our customers #### Cons Once date filter range is set - we see performance issue in loading the page --- ### The UI is very strong - Overall rating: 5/5 - Reviewer: Rachel K. - Verified reviewer: Yes - Industry: Government Administration - Company size: 1001-5000 employees - Product usage: Used weekly for more than 2 years - Reviewed: July 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. We are very happy with the support and services we get from the Glassbox team and this tool is being used more and more in our org #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The Glassbox User Interface is very simple and easy to understand, and we can quickly engage with it and accomplish what we need to do #### Cons When using the Glassbox reports there have been some issue with missing sessions . so we could see the data in our reports but were unable to link to the sessions --- ### Accurate session replay and seach - Overall rating: 5/5 - Reviewer: Zoe C. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 1001-5000 employees - Product usage: Used weekly for less than 2 years - Reviewed: March 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Glassbox have been very helpful in helping us to advance our business and support our customers #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The Glassbox filters ifor searching for the session replays are so precise so I can really zoom in on what I need to look at #### Cons The UI sometimes has issues and is not responsive enough to our needs --- ### Great and Valuable Session Replay - Overall rating: 5/5 - Reviewer: David H. - Verified reviewer: Yes - Industry: Insurance - Company size: 1001-5000 employees - Product usage: Used weekly for less than 2 years - Reviewed: May 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. A very strong and beneficial relationship with the Glassbox team ! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I have found the session replay very powerfull and works to our needs #### Cons increase the reporting beyond the 8 consecutive day date range - --- ### Those glassbox reports are great ! - Overall rating: 5/5 - Reviewer: Jamil J. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 5001-10000 employees - Product usage: Used weekly for more than 2 years - Reviewed: July 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I am thrilled of the Glassbox reports and funnels. we can create an alerting mechanism which gives us notifications when there is a spike #### Cons The navigation in the site can sometimes be cumbersome specially when we need to enter the various date ranges for example --- ### love the heatmaps - Overall rating: 5/5 - Reviewer: camille z. - Verified reviewer: Yes - Industry: Retail - Company size: 5001-10000 employees - Product usage: Used weekly for more than 2 years - Reviewed: July 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We have been using the heatmaps and they show us the hover level as well as the clock rate on specific screen elements. we can also group these into zones #### Cons I would be happy if GB would introduce more sessions to screen - and on top of that propose a link to AB test that works --- ### Very easy to use - Overall rating: 5/5 - Reviewer: Sashae H. - Verified reviewer: Yes - Industry: Financial Services - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall I would have to say that we are having a very positive experience with them #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Hands down the solution is very easy to use and has great support #### Cons There is a great deal of capabilities in Glassbox - I would be happy to receive more training on all that is has --- ### Empowers our business - Overall rating: 5/5 - Reviewer: Monica F. - Verified reviewer: Yes - Industry: Airlines/ Aviation - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: April 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. It is a pleasure working hand-in-hand with the Glassbox team #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros i love that I can see sessions and figure out where are users are struggling on our website. I like the reports and the support that i get when i have questions. #### Cons i love that I can see sessions and figure out where are users are struggling on our website. I like the reports and the support that i get when i have questions. --- ### Ability to locate data - Overall rating: 5/5 - Reviewer: Jared M. - Verified reviewer: Yes - Industry: Leisure, Travel & Tourism - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. I have to say we are very pleased with the ROI Glassbox has provides us, and helping us provide our customers with a better service #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We can today easily locate data, and reference IPs for research. In addition to this we can review interactions through IP access #### Cons The main issue we have is an issue of understanding. We sometimes get the message that multiple IPs are accessing data at the same time - and we are not sure what this means --- ### Getting the picture on what is occurring - Overall rating: 5/5 - Reviewer: mitchell d. - Verified reviewer: Yes - Industry: Hospitality - Company size: 10000+ employees - Product usage: Used weekly for more than 2 years - Reviewed: June 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Glassbox is helping us in our non-ending efforts to strive and appease our customers and users. using glassbox we are able to give our customers a better experience in our site and drive a higher engaged and loyalty to our brand in the long run #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The visibility into what is happening on our website. so that issues like bounce rate can be improved the roundtrip of customers across the mobile app can also be better understood. #### Cons in the main search of sessions in the session replay, i can search for sessions in the main page based on attributes that have been created and cant filter by them. --- ### Powerful Journey Insights - Overall rating: 5/5 - Reviewer: joanne l. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Very powerful solution which gives us answers on our customers experience #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The Glassbox page journey insights and the generic map which help up to understand the process of our customers #### Cons more use case examples as part of onboarding and training would be helpful for us company --- ### The site of actual session recording - Overall rating: 5/5 - Reviewer: Ravi B. - Verified reviewer: Yes - Industry: Financial Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Glassbox's best feature is the actual session recording which we use a lot to identify users' behavior, how they are interacting with the site, what are the struggles users are facing, etc. #### Cons Having the capability for the new attributes or actions to be retro-active. --- ### insights we can trust - Overall rating: 4/5 - Reviewer: thomas h. - Verified reviewer: Yes - Industry: Retail - Company size: 5001-10000 employees - Product usage: Used weekly for more than 2 years - Reviewed: July 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. We have been using Glassbox for some time now and are they satisfied with the support we have been receiving from the team. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The ability to manipulate data into a format that allows me to break down site by site what customers are encountering. This also spans across to the ability to create a thesis before testing. #### Cons The ability to make he dashboard more 'user friendly' to reach the data I am looking for. This can span into a further breakdown of data at hand and of how I can export this data in the manner i am looking for it in. ## More reviews [Next reviews](https://www.softwareadvice.com/customer-experience/glassbox-profile/reviews/?page=2) --- Glassbox Reviews, Pros and Cons - 2026 Software Advice