The G2 on Glassbox

Glassbox Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users value the ease of use of Glassbox, enabling immediate insights and timely interventions without delays. (206 mentions)

Users love the session replay feature for its simplicity and ability to enhance understanding of user experience. (185 mentions)

Users find real-time insights invaluable for analyzing customer behavior and enhancing operational efficiency without delays. (169 mentions)

Users appreciate the strong drill down ability of Glassbox, enabling quick segmentation and proactive fault monitoring. (129 mentions)

Users value the insightful customer understanding offered by Glassbox, enhancing performance and user experience analysis. (120 mentions)

Users often face session issues with slow response times and limitations on historical data access. (70 mentions)

Users find the interface not intuitive, causing confusion with filters and making it hard to search effectively. (64 mentions)

Users highlight the challenging session management, including issues with incomplete session links and manual effort required. (62 mentions)

Users find the learning curve steep, requiring more comprehensive resources for effective onboarding and report creation. (61 mentions)

Users note several missing features, like mobile view, improved automation, and enhanced dashboard functionality for better insights. (54 mentions)

5 Pros or Advantages of Glassbox

1. Ease of Use

Users value the ease of use of Glassbox, enabling immediate insights and timely interventions without delays.

See 206 mentions

See Related User Reviews

SB

samantha b.

Enterprise (> 1000 emp.)

5.0/5

"Recorded Sessions are great!"

What do you like about Glassbox?

Recorded sessions is great because you are front and center on the general user experience that may not always be quantifiable in other reporting stru

DL

D L.

Enterprise (> 1000 emp.)

5.0/5

"2/18/2024"

What do you like about Glassbox?

This will be a bit long - so stay with me here. In our bank we recevie great value from analyzing the activity sequnce of our customers. We do this in

2. Session Replay

Users love the session replay feature for its simplicity and ability to enhance understanding of user experience.

See 185 mentions

See Related User Reviews

SB

samantha b.

Enterprise (> 1000 emp.)

5.0/5

"Recorded Sessions are great!"

What do you like about Glassbox?

Recorded sessions is great because you are front and center on the general user experience that may not always be quantifiable in other reporting stru

TH

tammy h.

Enterprise (> 1000 emp.)

5.0/5

"Easy tool to use"

What do you like about Glassbox?

the ease of this tool - it is very apparent where everything is and how to use it - and the session details appear in context

3. Insights

Users find real-time insights invaluable for analyzing customer behavior and enhancing operational efficiency without delays.

See 169 mentions

See Related User Reviews

VC

Vance C.

Enterprise (> 1000 emp.)

5.0/5

"Enterprise Ready!"

What do you like about Glassbox?

The ability to see backed end transactions and the error codes associated to them based on the customer's interactions.

DL

D L.

Enterprise (> 1000 emp.)

5.0/5

"2/18/2024"

What do you like about Glassbox?

This will be a bit long - so stay with me here. In our bank we recevie great value from analyzing the activity sequnce of our customers. We do this in

4. Helpful

Users appreciate the strong drill down ability of Glassbox, enabling quick segmentation and proactive fault monitoring.

See 129 mentions

See Related User Reviews

SB

samantha b.

Enterprise (> 1000 emp.)

5.0/5

"Recorded Sessions are great!"

What do you like about Glassbox?

Recorded sessions is great because you are front and center on the general user experience that may not always be quantifiable in other reporting stru

U

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Love the drill down"

What do you like about Glassbox?

Drill down ability un Glassbox is very strong and quickly allows me and others to segment the sessions we need based on bunch load of criteria which a

5. Customer Understanding

Users value the insightful customer understanding offered by Glassbox, enhancing performance and user experience analysis.

See 120 mentions

See Related User Reviews

AA

Ali A.

Enterprise (> 1000 emp.)

5.0/5

"Love Glassbox!"

What do you like about Glassbox?

The ability to deepdive on the customers journey to identify patterns. These patterns help us better understand our customers, how our website is bein

BS

bobby s.

Enterprise (> 1000 emp.)

5.0/5

"Great for troubleshooting"

What do you like about Glassbox?

I like that I can use Glassbox as a tool to troubleshoot customers issues. I can use it to validate information that customers provide to us. I also l

5 Cons or Disadvantages of Glassbox

1. Session Issues

Users often face session issues with slow response times and limitations on historical data access.

See 70 mentions

See Related User Reviews

U

Verified User

Enterprise (> 1000 emp.)

5.0/5

"great heat maps"

What do you dislike about Glassbox?

The speed of the glass box can be slow at sometimes, this happens if you make a session query with mutiple parameters - it can take two to five second

U

Verified User

Enterprise (> 1000 emp.)

4.5/5

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

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.

2. Not Intuitive

Users find the interface not intuitive, causing confusion with filters and making it hard to search effectively.

See 64 mentions

See Related User Reviews

U

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Privtae Investigation"

What do you dislike about Glassbox?

The UI could be simplified to make it easier to use particularly for new users who are unfamiliar with the product

RB

rhea b.

Enterprise (> 1000 emp.)

5.0/5

"Great API detais"

What do you dislike about Glassbox?

Sometimes searching for things is hard if you don't know what everything means

3. Session Management

Users highlight the challenging session management, including issues with incomplete session links and manual effort required.

See 62 mentions

See Related User Reviews

U

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Great solution to resolve digital issues"

What do you dislike about Glassbox?

We would like to be able to view interactions performed from the customers cellular devices (we don't have the mobile component) Being able to view s

LH

Laura H.

Enterprise (> 1000 emp.)

5.0/5

"So many things we like"

What do you dislike about Glassbox?

To get the most out of the tool, there’s definitely some manual effort needed to identify PII for masking, configure pages, funnels, etc. It would be

4. Learning Curve

Users find the learning curve steep, requiring more comprehensive resources for effective onboarding and report creation.

See 61 mentions

See Related User Reviews

U

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"Big on Interaction Maps"

What do you dislike about Glassbox?

Your user guide/manual and Jukebox videos would require to be more in-depth. Currently they are very generic and only raises more questions than answe

U

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"user friendly funnel studio"

What do you dislike about Glassbox?

I must admit, I've encountered some challenges when it comes to creating reports using Glassbox. The current creation process can be quite arduous and

5. Missing Features

Users note several missing features, like mobile view, improved automation, and enhanced dashboard functionality for better insights.

See 54 mentions

See Related User Reviews

U

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Great solution to resolve digital issues"

What do you dislike about Glassbox?

We would like to be able to view interactions performed from the customers cellular devices (we don't have the mobile component) Being able to view s

LH

Laura H.

Enterprise (> 1000 emp.)

5.0/5

"So many things we like"

What do you dislike about Glassbox?

To get the most out of the tool, there’s definitely some manual effort needed to identify PII for masking, configure pages, funnels, etc. It would be

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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.