Recently I found myself locked out of my own house, with my 3.5-year-old twins, having forgotten my keys in a different coat (yes, it’s London, we still wear coats in May!) Anyway, this “Anna-knocking-on-the-door” position is not a new situation to me, as a child, I was always the forgetful type, often losing stuff, and spending many hours doing my homework on the doorstep of our flat in Paris.
To make a long story short, I’m very familiar with that helpless feeling of being left outside of your own property. That same property you spent so much time and effort designing, styling and decorating. And then it struck me! This is very similar to what’s happening to many businesses with regards to their digital channels. They spend months and a vast amount of resources building sophisticated websites and mobile apps that go live without proper strategic experience analytics... then they realise they’ve locked themselves out.
They’re sitting there, on the doorstep, not knowing what is really going on in there. I mean, yes, some of them do have web analytics tools that help them get a sense of what’s happening. But not really why it’s happening. It’s a bit like pressing your ear against the door at a party you haven’t been invited to; you hear voices, laughter, maybe you can even recognise the music playing in the background. But you’re not in, are you?
Well, today, businesses can invite themselves to the party. Any party. They can make sure they own the keys to their digital channels.
Glassbox’s clients can open the back door of their websites and mobile apps and actually see what their customers are experiencing online.
Our record-and-replay capabilities enable them to capture and reconstruct absolutely everything their end customers have experienced while browsing online: any movement, any hesitation, any click or swipe, any text being typed, any error message, any ad banner. Absolutely a-n-y-t-h-i-n-g. They can then visualise not only an aggregated view of all the most common digital customer journeys, but also any specific session, just as if they were watching a film. But wait, there’s more.
Much more in fact.
Glassbox’s solution for digital analytics also enables you to search for anything, based on free-text. What is free-text? Well, think of it as Googling something. Whatever keywords or phrases come to mind that best describe what you’re looking for, right? Well, that is free-text. I know what you’re going to ask me: “Could you give me an example, Audelia?” Luckily enough, I absolutely can. But for that, you’ll have to wait for my next post, in a week.