The implementation process for Glassbox is designed to be efficient and straightforward, allowing businesses to quickly start benefiting from its digital experience analytics capabilities. Here are the key steps involved:
Initial Consultation: The process begins with an initial consultation to understand the specific needs and goals of the business. This helps tailor the implementation to meet the unique requirements of the organization.
Account Setup: Users create their account on the Glassbox platform. This involves providing basic information about the business and setting up user profiles.
Tracking Code Installation: Glassbox uses a tagless data capture technology, which means there is no need for additional tagging. Users install a small piece of JavaScript code on their website or mobile app. This code starts capturing data immediately.
Integration with Existing Systems: Glassbox integrates seamlessly with various third-party solutions, including web analytics, APM, A/B testing, and VoC tools. This integration can be done in just a few clicks using Glassbox's open API.
Customization and Configuration: Users can customize the platform to match their specific needs. This includes setting up dashboards, defining key performance indicators (KPIs), and configuring alerts for anomalies and user struggles.
Training and Onboarding: Glassbox provides comprehensive training and onboarding support to help users get familiar with the platform. This includes access to tutorials, webinars, and customer support to ensure a smooth transition.
Go Live: Once everything is set up and configured, the platform goes live. Users can start capturing and analyzing digital interactions immediately.
The entire implementation process typically takes a few days to a couple of weeks, depending on the complexity of the website or mobile app and the level of customization required. The ease of installation and integration ensures that businesses can start seeing results quickly.
Glassbox can be customized to fit specific business needs. Here are some key customization options:
Integration with Third-Party Tools: Glassbox seamlessly integrates with a wide range of third-party tools and platforms, including web analytics, APM, A/B testing, VoC, and more. This allows businesses to enhance their existing digital analytics and customer experience tools.
Tagless Data Capture: Glassbox uses tagless data capture technology, which means businesses do not need to add additional tags to their websites or apps. This reduces the burden of tagging and allows for deeper insights without extra effort.
Custom Dashboards and Reports: Users can create custom dashboards and reports to track specific KPIs and metrics relevant to their business. This helps in monitoring performance and making data-driven decisions.
Personalization: The platform allows for real-time personalization of customer experiences based on their behavior. Businesses can tailor campaigns and offers to match customer journeys across web and mobile apps.
API Access: Glassbox offers an open API, enabling businesses to integrate the platform with other systems and customize it according to their specific needs.
Glassbox has a transparent pricing structure, but there are some additional costs to consider:
Setup Fees: Glassbox does not specify setup fees publicly. However, new customers are onboarded with a "Go Live Bundle" of services, which may include cloud or on-premises implementation, training, and professional services.
Maintenance Costs: Maintenance costs are generally included in the subscription fee. The platform is cloud-based, so updates and maintenance are handled by Glassbox.
Support Charges: Ongoing support is included in the subscription plans. Glassbox provides comprehensive customer support, including training and assistance with in-depth analysis and technical issues.
Custom Plans: For businesses with specific needs, Glassbox offers custom plans that can include bespoke features and additional customization options. The pricing for these plans is tailored to the business's requirements.
Data Retention: The cost may vary based on the data retention period selected. Sessions that exceed the plan’s data retention period are deleted, but Glassbox supports long-term data retention for compliance purposes.
These additional costs ensure that businesses receive the necessary support and customization to maximize the value of the Glassbox platform.
Glassbox provides comprehensive training and support to ensure new users can effectively utilize the platform:
Unlimited Training: Glassbox offers unlimited training for every user at no additional cost. This includes beginner workshops and more advanced monthly webinars to ensure users have the knowledge and skills to get value from the platform.
Onboarding Assistance: New users receive detailed onboarding assistance, including step-by-step guides and tutorials to help them set up their accounts and install the tracking code.
Customer Success Managers: Each customer is paired with a Customer Success Manager who oversees deployment and onboarding, guiding users to realize the full potential of the platform and achieve their business objectives.
Business Insights Team: Glassbox's Business Insights team consists of experienced analysts and optimization experts who support advanced configuration during onboarding and throughout the user's journey. They provide in-depth analysis and actionable recommendations.
Customer Support Portal: The Customer Support Portal offers extensive documentation, help articles, and how-to guides. Users can access this portal for self-service support.
Glassbox takes data security very seriously and has implemented several measures to protect user data:
Data Encryption: All data collected by Glassbox is encrypted both in transit and at rest using high-strength encryption protocols.
Compliance with Regulations: Glassbox is compliant with major privacy regulations, including GDPR, CCPA, HIPAA, GLBA, and PCI. This ensures that personal data is processed and stored in accordance with strict privacy standards.
ISO and SOC Certifications: Glassbox holds ISO 27701 certification for its privacy management framework and is also SOC 2 Type II, ISO 27001, and ISO 27017 certified. These certifications are supported by biannual audits to ensure adherence to rigorous security standards.
Role-Based Access Controls: The platform uses granular role-based access controls with a complete audit log. This ensures that only authorized personnel can access sensitive data.
Data Minimization and Masking: Glassbox tools are configured out-of-the-box to deliver maximum privacy, adhering to the principle of data minimization. Users can control what data is captured and visible, with options to omit or mask sensitive information.
Regular Audits and Penetration Tests: Glassbox conducts regular security audits and penetration tests to identify and mitigate potential vulnerabilities.
Single Sign-On (SSO) and Multi-Factor Authentication (MFA): The platform supports SSO with multi-factor authentication via SAML 2.0 or preferred identity providers, enhancing security for user access.
These measures help ensure that user data is protected and handled securely, providing peace of mind for businesses using the platform.
Glassbox regularly releases updates to enhance functionality, add new features, and improve security. Here are some key points about their update process:
Frequency of Updates: Glassbox releases updates periodically. While the exact frequency can vary, they ensure that the platform remains up-to-date with the latest features and security enhancements.
Version Upgrades: Users are notified about major version upgrades, such as significant changes to the platform's core functionalities. These upgrades may require users to update their tracking code or make other adjustments.
Automatic Updates: Minor updates and patches are often applied automatically, ensuring minimal disruption to users. These updates include bug fixes, performance improvements, and minor feature enhancements.
User Notifications: Glassbox keeps users informed about upcoming updates and changes through email notifications and in-app messages. This helps users prepare for any necessary actions they might need to take.
Glassbox has a clear policy on data ownership and portability to ensure that users have control over their data:
Data Ownership: Users retain full ownership of the data collected through the Glassbox platform. This includes all digital interactions, session data, and any other data generated by the platform.
Data Portability: Glassbox provides options for data portability, allowing users to export their data in a structured, commonly used, and machine-readable format. This ensures that businesses can transfer their data to other systems or platforms if needed.
Right to Data Portability: Users have the right to obtain their personal data from Glassbox that they consented to give or that is necessary to perform a contract. Glassbox will provide this data in a usable format, allowing users to reuse it elsewhere.
Privacy and Security: Glassbox is committed to maintaining high standards of privacy and security. They use encryption, access controls, and regular security audits to protect user data.
These policies ensure that users have full control over their data and can manage it according to their business needs.
Glassbox offers flexible terms for scaling the platform to meet changing organizational needs:
Subscription Plans: Glassbox provides various subscription plans that can be adjusted based on the organization's needs. Businesses can upgrade or downgrade their plans to accommodate changes in session volume, data retention requirements, and feature usage.
Custom Plans: For larger organizations or those with unique needs, Glassbox offers custom plans. These plans can include bespoke features and additional customization options to better fit the business's requirements.
Monthly and Annual Billing: Glassbox offers both monthly and annual billing options, allowing businesses to choose the billing cycle that best suits their financial planning.
Glassbox has clear terms for contract renewal and cancellation:
Automatic Renewal: Subscription plans are automatically renewed at the end of each billing cycle unless canceled by the user. Users are notified in advance of the renewal date.
Cancellation Policy: Users can cancel their subscription at any time through the platform. However, Glassbox does not provide refunds for prepaid fees, and users are responsible for any unpaid fees due through the end of the subscription period.
Early Termination: If a user chooses to cancel their subscription plan early, they will not receive a refund for any prepaid fees. The user will still be responsible for paying all unpaid fees due through the end of the subscription period.
Glassbox meets several important compliance standards to ensure data security and privacy:
GDPR Compliance: Glassbox is fully compliant with the General Data Protection Regulation (GDPR), ensuring that personal data is processed and stored in accordance with strict privacy standards.
CCPA Compliance: The platform also complies with the California Consumer Privacy Act (CCPA), providing protections for personal data of California residents.
HIPAA Compliance: Glassbox meets the requirements of the Health Insurance Portability and Accountability Act (HIPAA), ensuring the protection of health information.
GLBA Compliance: The platform complies with the Gramm-Leach-Bliley Act (GLBA), which mandates the protection of consumer financial information.
PCI Compliance: Glassbox adheres to the Payment Card Industry Data Security Standard (PCI DSS), ensuring the secure handling of credit card information.
ISO Certifications: Glassbox holds ISO 27701 certification for its privacy management framework and is also SOC 2 Type II, ISO 27001, and ISO 27017 certified. These certifications are supported by biannual audits to ensure adherence to rigorous security standards.
Data Encryption: All data collected by Glassbox is encrypted both in transit and at rest using high-strength encryption protocols.
Role-Based Access Controls: The platform uses granular role-based access controls with a complete audit log, ensuring that only authorized personnel can access sensitive data.
These compliance measures help ensure that user data is protected and handled securely, providing peace of mind for businesses using the platform.
