The easiest way to improve customer experience is through analyzing each customer’s touch point when interacting with your e-commerce website. The results uncover individual interactions with products; what each customer is precisely doing, steps they take before making a purchase, and why.
But these results can mislead. Why? Because numbers or analytics alone will never tell you everything. If a customer paid for a product, for instance, results will reveal their flow through a sales funnel but won’t reveal if the product provided the desired value for them. Only through customer experience analytics solutions will you fully understand a customer’s journey, and the pains or joy a customer experiences.
These analytics solutions are opportunities for positive change
Imagine if you could tell when customers are unhappy with a particular product, or rather if the product they just purchased had any significant value in their life. Wouldn’t it be helpful? Sadly, analytics tools can’t altogether measure if products provide value for money.
You see, customer satisfaction is more important to the growth of a business, and it strongly correlates with the performance of a customer’s journey. Revenue, even repeat purchases are all dependent on the performance of this journey.
Therefore, customer experience analytics solutions are ideal in the improvement of a sales funnel, understanding customer interactions, and what to prioritize on to improve business revenue fast.
Analysis of customer’s behaviors and tendencies is indispensable, you can’t refute that, but data mined from these tools doesn’t accurately reflect a customer’s performance toward a product or service, which is more important in measuring customer experience online (or its impact).
Customer experience analytics solutions enhances customer journey
Analytics solutions track digital tracks left behind by customers when interacting with products online. This tracking of a customer’s experience helps your team to establish problems encountered and solve them in seconds.
For example, using the help of a customer experience analytics solutions tool, IT departments can easily see even quickly resolve customer problems such as glitches or bugs in no time. These tools help e-commerce websites resolve issues fast and enhance smooth customer experiences.
Analytics tools also provide a backend view of full analytics of what customers really liked. If there were customer complaints, these tools will provide comprehensive reports of where the complaint emanated, from, and at what point did it affect the customer’s journey. Understanding customer complaints is the first step to resolving them. Your research and IT team will vastly learn from these reports how to create ideal future customer experiences.
Did a customer abandon your product before adding it the shopping cart? What happened and why? Is it the fill-up forms? Does your product or service need improvement? Is the landing page poorly designed? To find out where product abandonment occurred and the reason behind it, you have to employ the use of dependable analytic tools to get a first-hand view of what the customer experienced.
That way, your team will better improve on areas where drop-offs regularly occur. Improving customer journey is the beginning of creating great customer interactions online, and also a way to understand if a product creates an impact or provides real value to customers. A customer’s journey calls for reliable analytics solutions to help you get clear insights on what a customer’s needs are.