# Glassbox Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Glassbox the right Website Monitoring solution for you? Explore 54 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/157868/Glassbox/reviews --- Glassbox 4.9 (54) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Glassbox Ease of use 4.9 Customer Service 4.9 ## Pros and Cons in Reviews PR Priya R Project ManagerHospitality, 10,001+ employeesUsed the software for: More than 2 years. “Glassbox provides me with an in-depth session replay where all event and API calls including customer events and attributes are visible in the order of which they happened during the session“ June 19, 2023 AZ Alex Z Production Services Team LeaderFinancial Services, 201 - 500 employeesUsed the software for: More than 2 years. “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.“ November 29, 2023 AZ Alex Z Production Services Team LeaderFinancial Services, 201 - 500 employeesUsed the software for: More than 2 years. “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.“ November 29, 2023 AZ Alex Z Production Services Team LeaderFinancial Services, 201 - 500 employeesUsed the software for: More than 2 years. “Additionally, within the session recording feature, there appear to be some spam or irrelevant requests that could potentially be muted or filtered.“ November 29, 2023 DD Darwin D Product Manager Information Technology and Services, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “The best capability of Glassbox is the level of data that the system captures on the user journey.“ July 26, 2023 MM Molly M Customer Engagement CoordinatorRetail, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “load time of some of data, sometimes I need to view a session from a around few hours ago and it's not available yet, or not fully loaded“ April 20, 2023 nl natasha l UX DesignerRetail, 501 - 1,000 employeesUsed the software for: More than 2 years. “I also like the filtering options to be able to directly gauge conversion/any issues from a specific scenario“ November 29, 2023 JA Jake A Graphic DesignerRetail, 10,001+ employeesUsed the software for: 1-2 years. “The overlapping % metrics in Interaction Maps, it can be difficult to see some % metrics because they're hidden behind one another“ May 22, 2023 ## Showing most helpful reviews Showing 1-25 of 54 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use cS charbel S. Manager Digital Advanced Analytics Telecommunications Used the software for: 2+ years ### "Good for driving CX" November 29, 2023 4.0 Pros The most positive quality of Glassbox is it's fully integrated session replay to analytics. This gives us the insights we need to perfect our customer journey in the website Cons The reports are too basic, and we need to configure them so that they provide us with the details we require Switched from [Contentsquare](https://www.capterra.com/p/161591/ContentSquare/) Glassbox AI-driven insights were able to highlight why our users were acting the way they were. With Contentsquare we had to configure these insights Review Source SS Shiran S. Tech Ops Financial Services Used the software for: 1-2 years ### "detailed and organized" January 28, 2024 5.0 Pros I really love the fact that things are very detailed and organized so I can search and find what I need quickly. the display is very nice and modern. I also love the ability to search with different criteria to be more specific. Cons Love using your platform! Just a heads up, making the interface more user-friendly, keeping data super private, and adding cool analytics would make it even better. Also, if it could handle more stuff at once, show real-time stats, and customer support was quicker, that'd be awesome! Switched from [Contentsquare](https://www.capterra.com/p/161591/ContentSquare/) Its not a solution which was good for our industry, to many issues with supporting PII and trusting the data (many sessions were not there) Review Source tH thomas H. Social Proofing and Data Feeds Coordinator Retail Used the software for: 2+ years ### "insights we can trust" July 27, 2023 4.0 We have been using Glassbox for some time now and are they satisfied with the support we have been receiving from the team. 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. Review Source JS Justin S. Senior Digital Marketing Manager Retail Used the software for: 2+ years ### "smooth and intuitive" January 28, 2024 5.0 Pros I have to say that I like the fact the user experience is smooth and intuitive. it really makes things easy for understanding how our customers are navigating through our site Cons Some of the filter and search functions are a little opaque. They could be more user friendly Switched from [Contentsquare](https://www.capterra.com/p/161591/ContentSquare/) We found that although very visually appealing, we had troubles in trusting the data. many sessions were missing and many customer struggles were missed. Review Source SH Sashae H. Senior Resolution Correspondent Financial Services Used the software for: 1-2 years ### "Very easy to use" March 15, 2023 5.0 Overall I would have to say that we are having a very positive experience with them 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 Review Source MF Monica F. Analyst Airlines/Aviation Used the software for: 2+ years ### "Empowers our business" April 21, 2023 5.0 It is a pleasure working hand-in-hand with the Glassbox team 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. Review Source JM Jared M. Account Manager Customer Experience Management Leisure, Travel & Tourism Used the software for: 1-2 years ### "Ability to locate data" March 23, 2023 5.0 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 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 Review Source mD mitchell D. Case Resolution Manager Hospitality Used the software for: 2+ years ### "Getting the picture on what is occurring" June 14, 2023 5.0 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 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. Review Source jL joanne L. UX Research Analyst Health, Wellness and Fitness Used the software for: 2+ years ### "Powerful Journey Insights" April 4, 2023 5.0 Very powerful solution which gives us answers on our customers experience 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 Review Source RB Ravi B. Digital Analyst Financial Services Used the software for: 2+ years ### "The site of actual session recording" May 8, 2023 5.0 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. Review Source JA Jake A. Graphic Designer Retail Used the software for: 1-2 years ### "Great product for our needs" May 22, 2023 5.0 Pros Interaction Maps give us all what we need in order to understand how our customer interact with our site Cons The overlapping % metrics in Interaction Maps, it can be difficult to see some % metrics because they're hidden behind one another Review Source ML Maile L. Vendor Relationship Manager at USAA Financial Services Used the software for: 2+ years ### "Extremely easy to work with" March 15, 2023 5.0 The support team is great and we get value from using the product and understanding how our customer are engaging with our offerings and where we can improve our site Pros The power of Glassbox is that it is extremely easy to use and work with Cons It would be good if they made the tool more intuitive. Review Source mC mike C. UX Designer Financial Services Used the software for: 2+ years ### "Accurate View" November 21, 2023 5.0 Pros The ability to be able to get an accurate view of our customers journeys and interaction with page elements. Cons Ideally being able to conduct A/B testing directly on Glassbox without the need for third party plugins Review Source BB Bas B. CRO, User Experience, Packaging and Containers Used the software for: 2+ years ### "very user friendly" July 27, 2023 5.0 Pros Have only been using Glassbox for a few days now but love how clean the user interface looks. It's easy to navigate. Also love how clicking certain element will automatically set desired filters, very user friendly Cons Again, have been using Glassbox for a couple of days now, but have some issues with the Journey Map and getting meaningful analysis out of them. I woulud like an easier way to zoom in on specific URLs. Searching for them in the search does not seem to do the trick now Review Source SM Sarah M. Senior Software Developer at Discover Financial Services Financial Services Used the software for: 1-2 years ### "Love working with Glassbox" February 27, 2023 5.0 great support working with the team and it has opened our eyes Pros What I like most about this solutions is the ability to replay our sessions and see where our customers are struggling and fix it Cons When clicking a link to load a recording, it takes so long Review Source KS Katie S. Analyst Hospitality Used the software for: 2+ years ### "We Can see the IP Locations" May 8, 2023 5.0 Pros I work for the Risk team, so I like the ability to see IP locations connected to point redemption to determine if it was valid or not Cons I feel like the mobile history is still hit or miss and we don't always see logged records or data from mobile sessions. Review Source CF Cameo F. Customer Experience Management Hospitality Used the software for: 1-2 years ### "Range and Breadth of data" April 4, 2023 5.0 Its great working with Glassbox - team and support Pros I really like the range of data that is returned. It allows me to make accurate decisions after analyzing the data returned. Cons I would love easier column management/reorder ability. Review Source AA Abdul A. Product Owner Information Technology and Services Used the software for: 1-2 years ### "Full understanding of CX" April 4, 2023 5.0 seeing how our customers are using our site and then make them better! Pros I really do like everything about Glassbox. its easy to use and shows me our customer sessions and where they have issues Cons I think the reporting could be taken up a notch Review Source DD Darwin D. Product Manager Information Technology and Services Used the software for: 1-2 years ### "Mobile Engagement" July 26, 2023 5.0 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 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 Switched from [Contentsquare](https://www.capterra.com/p/161591/ContentSquare/) 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 Review Source KM Kurian M. Customer Service Insurance Used the software for: 2+ years ### "Observe and analyze" January 28, 2024 5.0 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 . Switched from [Contentsquare](https://www.capterra.com/p/161591/ContentSquare/) The error analysis wasn't strong enough, a lot was going under our radar Review Source DL Dror L. NOC Team Leader Financial Services Used the software for: 2+ years ### "Understanding what our customers do" November 27, 2023 5.0 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. Switched from [Contentsquare](https://www.capterra.com/p/161591/ContentSquare/) 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 Review Source AZ Alex Z. Production Services Team Leader Financial Services Used the software for: 2+ years ### "Very straightforward" November 29, 2023 5.0 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. Switched from [Contentsquare](https://www.capterra.com/p/161591/ContentSquare/) Glassbox is a very easy tool to use compared to the management required from Contentsqaure Review Source jK jatinder K. Product Manager Telecommunications Used the software for: 2+ years ### "Very easy to use" November 21, 2023 5.0 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. 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 . Switched from [Contentsquare](https://www.capterra.com/p/161591/ContentSquare/) The depth of information and insights, as well as system maintenance is easier with Glassbox Review Source nL natasha L. UX Designer Retail Used the software for: 2+ years ### "Great Tool!" November 29, 2023 5.0 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 Switched from [Contentsquare](https://www.capterra.com/p/161591/ContentSquare/) The level of detail we are able to get and act upon in Glassbox is much better from what Contnetsquare had to offer us Review Source cB clement B. Manager Digital Retail Used the software for: 2+ years ### "understand the struggles" October 14, 2023 5.0 I have had a very positive experience working with the Glassbox team, there support knows us and takes care of issues that arise 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). Switched from [Contentsquare](https://www.capterra.com/p/161591/ContentSquare/) The ongoing maintenance of Contentsquare was too high for us. Every insight we wanted required tagging in the system Review Source Similar Products Featured ## Related categories [Website Monitoring](https://www.capterra.com/website-monitoring-software/)[Customer Journey Mapping Tools](https://www.capterra.com/customer-journey-mapping-tools-software/)[Heatmap](https://www.capterra.com/heatmap-software/)