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.
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.
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.
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.
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.
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.
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.
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.
Digital innovators around the world are leveraging Glassbox to tap contextual insights, eliminate guesswork and put customer delight on repeat.
