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Resolve more issues at first point of contact

Improve the customer experience and reduce user frustration. Glassbox gives customer service staff complete visibility into user struggles, making it easier to fix issues faster.

Customer Service Header

Issue insights for speedy resolution

Glassbox gives your call center staff real insight into the issues your customers are facing on their mobile app and web journeys. Timely session capture empowers your customer service staff to guide customers to a swift resolution.

Glassbox’s integration with CRMs such as Salesforce means customer service reps can view sessions in progress or trace historical sessions to manage disputes and respond to inquiries—all without needing to log into another system. Issues are solved quickly, meaning the next customer spends less time on hold.

Retrieve sessions and resolve issues quickly
Prevent digital self-service channel deflection
Retrieve sessions and resolve issues quickly

Give your contact center agents the information they need to help customers quickly and effectively. Agents can use free-text search to find session recordings and see website and mobile activity in real time—with just a three-second delay.

Agents can even jump right to the place where the struggle is flagged—while customers get their issues resolved without having to explain what they’re seeing. All of this means decreased average handle time (AHT), reduced hold times, improved service levels, and increased first call resolution (FCR).

Give your contact center agents the information they need to help customers quickly and effectively. Agents can use free-text search to find session recordings and see website and mobile activity in real time—with just a three-second delay.

Agents can even jump right to the place where the struggle is flagged—while customers get their issues resolved without having to explain what they’re seeing. All of this means decreased average handle time (AHT), reduced hold times, improved service levels, and increased first call resolution (FCR).

Enable call center representatives to alert business units to trending problems or significant issues on digital self-service channels. Agents can share session replays, ensuring that the problem is dealt with at the source and without the need to reproduce errors.

No more inaccurate descriptions of CX failures floating in the system. This means more customers can self-serve, and your organization can resolve issues faster and reduce the volume of incoming calls.

Minimize frustrations, maximize CX

Glassbox gives customer service agents the information they need to understand problems, pinpoint what needs to happen next, and ultimately keep users happy.

Remove Ambiguity
Boost retention

Prevent churn and retain customers by quickly identifying the source of their trouble and finding a speedy resolution.

Remove Ambiguity
Remove ambiguity

Leave nothing to chance. Use session replay to understand exactly what is happening on the client and server side.

Show Empathy
Show empathy

Precise knowledge of events allows customer service reps to show empathy and add a human touch to the interaction.

One Version Of Digital Truth

One version of digital truth

Glassbox makes it simple to collaborate across the organization and align behind an agreed understanding of what has happened, and what should happen next to produce the best outcomes.

See Big Picture Trends

See big picture trends

By automatically capturing all behavioral data across all sessions—web and mobile—Glassbox empowers you to see the big picture. You can identify trends across a large volume of users, and act fast before small glitches become big problems.

Drill Down To Granular Detail

Drill down to granular detail

Easily shift from macro to micro events. With Glassbox there’s no need to generalize or lump similar but distinct user issues into the same pot. Demonstrate an in-depth understanding of each user’s specific struggles, and treat them as the individual they are.

Tools to ensure compliance

Session Replay

Session replay

Shorten customer service calls and delight customers

Customer service reps can see what customers are doing on the website and mobile app in real-time (there’s just a three-second delay). No need to frustrate the customer by asking them to explain their problem again and again. The customer service rep can address the issue quickly, cutting call handled time and improving first contact resolution. Plus, they can easily send session replays to IT or product management with no need for tedious error reproductions.

Salesforce Integration

Salesforce integration

Keep digital journeys within each customer record

Access 100% of your customers’ website and mobile app sessions recordings from Salesforce with our Salesforce certified real-time session replay integration. Share one digital truth with customer service, sales, IT, and marketing—in real time.

Free Text Search

Free-text search

Search anything. Find everything.

Find sessions using free-text search and retrieve historical data, including elements that don’t appear on the site anymore. All the data Glassbox captures is automatically indexed, so you can search anything, just like you would with Google. Customer service representatives can easily retrieve any of the customer’s past sessions for shorter handle times and increased FCR.

Flexible Data Export

Flexible data export

Share CX data to reduce future digital self-service channel deflection

Share session replay data with relevant stakeholders to spread the word about online customer experiences, break down silos, and find fixes faster. All teams work from a single source of digital truth to get your customers back onto digital self-service channels and reduce channel deflection.

Session Replay

Session replay

Shorten customer service calls and delight customers

Customer service reps can see what customers are doing on the website and mobile app in real-time (there’s just a three-second delay). No need to frustrate the customer by asking them to explain their problem again and again. The customer service rep can address the issue quickly, cutting call handled time and improving first contact resolution. Plus, they can easily send session replays to IT or product management with no need for tedious error reproductions.

White Semi-Circle
6/10

Global banks trust Glassbox

CAL streamlines their credit card application process

"With Glassbox, we found the full root cause of the issue, including communication with the server.”
Ofer GoldbergHead of Digital Services

Learn how compliance is at the heart of the Glassbox platform

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