Solutions for customer service | Glassbox

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.

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Issue insights for speedy resolution

Glassbox gives your contact center staff real insight into the issues your customers face on their mobile and web journeys. Timely session capture and replay empowers them to guide customers to a swift resolution.

Glassbox’s integration with your CRM means customer service reps can view sessions in progress or historical sessions to manage disputes and respond to inquiries – all within their usual system. Fast resolution means the next customer spends less time on hold.

Retrieve Sessions And Resolve Issues Quickly
Prevent Digital Self Service Channel Deflection

Give contact center agents the information they need to help customers quickly and effectively. Agents can use free-text search to find session recordings in real time. They can even jump straight to where a struggle is flagged, leading to lower average handle time (AHT), improved service levels and increased first call resolution (FCR).

Enable contact center representatives to alert business units to trending issues on digital channels. By sharing session replays, the problem can be understood and dealt with promptly to avoid future customer frustration and contact center calls.

Retrieve Sessions And Resolve Issues Quickly
Retrieve sessions and resolve issues quickly

Give contact center agents the information they need to help customers quickly and effectively. Agents can use free-text search to find session recordings in real time. They can even jump straight to where a struggle is flagged, leading to lower average handle time (AHT), improved service levels and increased first call resolution (FCR).

Prevent Digital Self Service Channel Deflection
Prevent digital self-service channel deflection

Enable contact center representatives to alert business units to trending issues on digital channels. By sharing session replays, the problem can be understood and dealt with promptly to avoid future customer frustration and contact center 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

    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

    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

    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 speedy support

    • Session replay

      Session replay

      • Customer service reps can see what customers are doing on the website and mobile app in real time—without having to ask the customer to explain.
      • Cut call handling time, improve first contact resolution and reduce call volumes.

    • Salesforce integration

      Salesforce integration

    • Free-text search

      Free-text search

      • All the data Glassbox captures is automatically indexed, so you can search anything, just like you would with Google.
      • Customer service reps can easily retrieve any session for shorter handle times and happier customers.

    Session replay

    Session replay

    • Customer service reps can see what customers are doing on the website and mobile app in real time—without having to ask the customer to explain.
    • Cut call handling time, improve first contact resolution and reduce call volumes.

    Salesforce integration

    Salesforce integration

    Free-text search

    Free-text search

    • All the data Glassbox captures is automatically indexed, so you can search anything, just like you would with Google.
    • Customer service reps can easily retrieve any session for shorter handle times and happier customers.

    Visa Color

    CAL streamlines their credit card application process

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

    Bank Leumi saw ROI with Glassbox for mobile apps in just 8 weeks

    "We couldn’t imagine better cooperation with a tech partner than the one we have with Glassbox.”
    Sofi

    SoFi improves digital journey for big revenue impact

    "Glassbox gives us the most accurate view of how our members experience our app and gives us confidence in our UX.”
    Software Development Lead
    SoFi
    Air Canada Quote

    Air Canada removes friction from the online reservation process

    "If I had to choose only one analytics tool for my product, it would be Glassbox without hesitation.”
    Sylvain Robitaille
    Senior Customer Experience Analyst
    Betvictor

    BetVictor supports and protects customers with Glassbox

    "Because Glassbox doesn’t require tags, it needs minimal effort from us so we can focus on our customers.”
    Kay Fenemore
    Head of Customer Service

    Learn how compliance is at the heart of the Glassbox platform