Voice of the Silent
By Glassbox
Voice of the Silent is a Glassbox platform feature that uses AI to analyze customer behavior and sentiment from both vocal and non-vocal users.
Publisher review
Voice of the Silent is a Glassbox platform feature that uses AI to analyze customer behavior and sentiment from both vocal and non-vocal users. It's designed for product teams and CX professionals who need accurate insights beyond traditional survey responses, particularly in digital environments where most users don't provide direct feedback. The tool specifically targets enterprises needing to understand the 95% of users who don't complete surveys, helping them move beyond reliance on the 5% who do.
CX teams at financial services and e-commerce companies will find it most valuable for identifying widespread friction points that traditional VoC tools miss. The system works by first analyzing Voice of Customer (VoC) feedback from respondents, then using AI to identify nearly identical user sessions among non-respondents through Glassbox's session replay and behavioral data. It employs Glassbox Insight Analysis (GIA) to contextualize findings, comparing digital behavior patterns across vocal and silent user segments.
Key capabilities include identifying session similarities at scale, measuring true friction prevalence across the entire user base, and correlating behavioral data with operational metrics. For prioritization, it quantifies how many users encounter each issue, not just those who complain. Compared to competitors like Webeyez, Voice of the Silent uniquely combines behavioral analytics with AI-driven sentiment inference at enterprise scale.
Glassbox's integrated platform provides deeper session-level context than standalone survey tools, while Webeyez focuses more on technical performance monitoring. The trade-off is complexity - while powerful, some advanced analytics require training to master fully. The system also generates vast data volumes that can overwhelm teams without proper filtering tools. Some users report needing to develop custom workflows to focus on the most actionable insights from the comprehensive dataset.
How it works
-
Silent session identification
Uses AI to find user sessions with experiences nearly identical to surveyed users, analyzing the 95% who don't provide feedback
-
Friction scope measurement
Quantifies how many users encounter each issue enterprise-wide, not just those who report problems
-
Behavior-sentiment correlation
Connects what users say in surveys with how they actually behave using Glassbox's session replay technology
-
GIA context analysis
Glassbox Insight Analysis provides automated interpretation of behavioral patterns behind feedback
-
Real-time data export
Enables immediate analysis of interaction data alongside other customer datasets
-
Cross-channel integration
Combines insights from web, mobile, and other digital touchpoints into unified view
-
Priority scoring
Ranks issues by both frequency and business impact using combined behavioral and survey data
Strengths and trade-offs
Strengths
- Identifies customer experience issues across 20x more users than traditional VoC tools by analyzing silent majority behavior.
- Provides real-time data export capabilities that integrate with existing analytics stacks within enterprise environments.
- Offers deep behavioral context through Glassbox's session replay technology that captures every user interaction.
- Uses AI-powered similarity detection to find patterns across thousands of sessions that would be impossible to analyze manually.
Trade-offs
- Advanced analytics features require dedicated training to use effectively, creating onboarding overhead.
- Data filtering options are limited given the massive volume of behavioral data captured.
- Lacks transparent pricing information compared to some competitors who publish rate cards.
- Integration with some legacy systems requires custom development work beyond standard connectors.
Pricing context
Enterprise pricing only, not publicly disclosed; requires direct consultation with Glassbox sales
Getting started with Voice of the Silent
-
Contact Glassbox
Reach out to Glassbox sales to discuss enterprise pricing and licensing options for Voice of the Silent.
-
Integrate Glassbox
Install Glassbox’s tracking code across your digital properties to capture user session data and behavioral insights.
-
Connect VoC data
Link your existing Voice of Customer survey data to Glassbox’s platform to enable AI-driven session matching.
-
Analyze silent sessions
Use the AI-powered similarity detection feature to identify silent user sessions that mirror surveyed experiences.
-
Prioritize friction points
Review priority scoring to focus on issues affecting the largest number of users, based on behavioral and survey data.
Frequently Asked Questions
What is Voice of the Silent?
Voice of the Silent is a Glassbox platform feature using AI to analyze customer behavior and sentiment, focusing on users who don’t provide direct feedback. It helps CX teams identify friction points missed by traditional tools, particularly in financial services and e-commerce.
How does Voice of the Silent analyze silent users?
Voice of the Silent uses AI to identify user sessions with experiences similar to surveyed users. It analyzes behavioral data from Glassbox’s session replay technology, focusing on the 95% of users who don’t complete surveys, providing insights into their digital interactions.
What industries benefit most from Voice of the Silent?
Voice of the Silent is particularly valuable for financial services and e-commerce industries. These sectors often deal with high volumes of digital interactions and benefit from identifying widespread friction points that traditional VoC tools might miss.
How does Voice of the Silent compare to Webeyez?
Voice of the Silent combines behavioral analytics with AI-driven sentiment inference at enterprise scale, offering deeper session-level context. Webeyez focuses more on technical performance monitoring, making Voice of the Silent more comprehensive for CX insights but potentially more complex to use.
What are the key features of Voice of the Silent?
Key features include silent session identification, friction scope measurement, behavior-sentiment correlation, GIA context analysis, real-time data export, cross-channel integration, and priority scoring. These help CX teams analyze and prioritize issues across web, mobile, and other digital touchpoints.
What are the challenges of using Voice of the Silent?
Challenges include advanced analytics requiring training, limited data filtering options, and integration with legacy systems needing custom development. The system generates vast data volumes, which can overwhelm teams without proper tools to focus on actionable insights.
Alternatives
How Voice of the Silent compares
Direct head-to-head against 3 competitors. Picked by 7wData.
Voice of the Silent
- Pricing
- Enterprise pricing only, not publicly disclosed; requires direct consultation with Glassbox sales
- Target
- Voice of the Silent is a Glassbox platform feature that uses AI to analyze customer behavior and sentiment from both vocal and non-vocal users.
- Strength
- Identifies customer experience issues across 20x more users than traditional VoC tools by analyzing silent majority behavior.
- Watch for
- Advanced analytics features require dedicated training to use effectively, creating onboarding overhead.
Contentsquare
- Pricing
- Custom/Contact sales
- Target
- Enterprise digital experience analytics
- Deployment
- Cloud
- Strength
- Visual heatmaps & behavioral analytics
- Watch for
- Complex pricing tiers for advanced features
Quantum Metric
- Pricing
- Custom/Contact sales
- Target
- Real-time digital experience optimization
- Deployment
- Cloud
- Strength
- Engineering-focused session replay
- Watch for
- Requires significant dev resources for setup
Fullstory
- Pricing
- Starts at $199/month
- Target
- Mid-market UX analytics
- Deployment
- Cloud
- Strength
- Intuitive session playback
- Watch for
- Limited mobile SDK capabilities
User reviews
No user reviews yet. Be the first to write one.
Sources
Reporting on this tool draws on these publicly available sources.