List of Glassbox Customer Support Customers
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Since 2010, our global team of researchers has been studying Glassbox Customer Support customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Glassbox Customer Support for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Glassbox Customer Support for Customer Support include: J Sainsbury's, a United Kingdom based Retail organisation with 141517 employees and revenues of $44.13 billion, Marriott International, a United States based Leisure and Hospitality organisation with 418000 employees and revenues of $25.10 billion, SoFi at Work, a United States based Banking and Financial Services organisation with 5000 employees and revenues of $2.68 billion and many others.
Contact us if you need a completed and verified list of companies using Glassbox Customer Support, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Glassbox Customer Support customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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J Sainsbury's | Retail | 141517 | $44.1B | United Kingdom | Glassbox | Glassbox Customer Support | Customer Support | 2021 | n/a | In 2021 J Sainsbury's deployed Glassbox Customer Support to instrument checkout and delivery-option interactions across its United Kingdom digital channels, aligning Customer Support visibility with e-commerce and CRM process flows. The deployment focused on session-level instrumentation of front end checkout steps and delivery option selection to surface funnel friction across web and mobile storefronts. Glassbox Customer Support was configured to capture session replay and struggle analysis, enabling quantification of drop points and error patterns in the checkout funnel. These Glassbox modules supported funnel analysis and prioritized fixes for usability and recovery workflows, with recordings and struggle signals shared directly with customer service and product teams to drive remediation. Operational coverage was scoped to the United Kingdom digital channels, with the digital team using insights to inform e-commerce and CRM process changes and to route high-value cases to support. Governance emphasized cross-team insight sharing between customer service and product management, and a prioritization workflow to translate replay evidence into development and support tickets. The implementation identified and resolved a checkout funnel issue, recovering roughly $200k per quarter and reducing operational costs across Sainsbury's UK digital channels, as measured through session replay and struggle analysis outcomes. | |
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Marriott International | Leisure and Hospitality | 418000 | $25.1B | United States | Glassbox | Glassbox Customer Support | Customer Support | 2022 | n/a | In 2022, Marriott International implemented Glassbox Customer Support to analyze digital account activation and login journeys within its Customer Support workflows. The deployment targeted Marriott's global digital channels and CRM and customer service touchpoints, covering activation flows for approximately 141 million customers. The implementation leveraged Glassbox session replay and struggle and error analysis capabilities to capture replayable user sessions and surface struggle signals. These capabilities were used to help contact center agents and product teams rapidly reproduce user issues and to prioritize fixes. Module usage for customer support is inferred from the case study outcomes. Operational coverage focused on CRM and customer service functions, enabling contact center and product teams to inspect session replays and struggle analysis outputs for troubleshooting and product triage. The configuration emphasized session replay capture, error and struggle detection, and surfacing event context to support agent-assisted resolution and product investigation. Governance and workflow adjustments routed reproduced session evidence to support queues and product backlog triage so teams could act on prioritized issues. Reported outcomes from the implementation included a 60% decrease in support requests and improved activation for approximately 141 million customers across Marriott's global digital channels. | |
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SoFi at Work | Banking and Financial Services | 5000 | $2.7B | United States | Glassbox | Glassbox Customer Support | Customer Support | 2020 | n/a | In 2020, SoFi at Work implemented Glassbox Customer Support to surface digital experience analytics across its loan application flows. Glassbox Customer Support was deployed to support customer support and product teams in the Customer Support category, focused on the financial services CRM process area in the United States. The implementation centered on Glassbox session replay, anomaly detection, and the Cashbox revenue-mapping dashboards, which were used to detect and quantify a website error impacting loan applications. Glassbox session replay captured user interactions for reproducible diagnostics, anomaly detection signaled abnormal behaviors in application flows, and Cashbox dashboards mapped impacted sessions to estimated revenue impact. Operationally, replays and quantified impact were shared directly with customer support and production teams to accelerate troubleshooting and enable a same day fix. The intervention prevented an estimated 9 million dollars in potential annual revenue loss and enabled faster issue resolution for support and product stakeholders, with the implementation scoped to SoFi at Work customer support and product operations in the United States. |
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