In today’s competitive business climate, your company’s success hinges on whether you’re
providing high-quality customer service. A short period of downtime on your website, a dropped
call, or poor call quality are all unfavorable experiences that can drive a potential customer away
from your business and into the arms of a competitor.
Customer experience monitoring allows you to evaluate interactions from your customers’ point
of view. Only by analyzing ongoing trends or identifying potential roadblocks can you begin to
take steps to remediate issues and provide service that will have your customers returning for
more.
In this blog, we’ll explore several reasons why your business should make customer experience
monitoring a top priority.
Gain Visibility with Customer Experience Monitoring
Customer experience monitoring is designed to help you analyze your CX delivery from your
customer’s perspective. As contact centers grow more complex by the day, implementing new
technologies and systems, it’s imperative to ensure that your infrastructure is always prepared
to deliver flawless customer interactions.
Throughout development cycles and system updates, errors have the potential to slip through
the cracks and escape into production. By performing frequent and thorough CX monitoring, you
can test your various communication channels for areas that need improvement. The goal is to
proactively identify and mitigate errors before your customers encounter an issue.
With CX monitoring, you’ll gain a comprehensive understanding of real-life customer
experiences. Then, you can take corrective steps to manage and improve quality of every
interaction. Track and manage every layer of your CX to understand exactly how your
customers are reaching you and the quality of each communication channel from a centralized
dashboard.
Proactively Identify and Eliminate Pain Points
We all know what it feels like to experience poor customer service. Whether it was muffled
audio quality that made it impossible to understand an agent, a chatbot that failed to relay the
information you needed to act, or another system error, these issues all contribute to poor
interactions. As a customer, these experiences leave you feeling dissatisfied and frustrated, as
if you just wasted your time.
When you use real-time monitoring tools, you gain key insights into issues that arise. For
example, imagine that an agent is on the phone with an upset customer. If your contact center’s
platform goes offline during the call, the call will be dropped. This causes the customer to
become even more upset, as the agent was unable to help resolve their problem. In this
instance, your real-time customer experience monitoring tool would identify the issue and
provide the necessary information to help you get your system up and running once more.
With Cyara’s CX Assurance Platform, you receive constant visibility of your CX performance
and resolve potential issues before your customers face any negative impact. Cyara helps you
monitor CX from both the agent and customer perspectives and simulates real interactions.
When you make customer experience management a priority, you’re able to take control and
mitigate the issues that could lead to a lost sale or damages to your brand’s reputation.
Track Ongoing Trends and Patterns
Beyond identifying new and emerging issues, customer experience management helps you
address ongoing patterns and future needs. By analyzing the data that your CX monitoring tool
collects, you can drive your business’ decision-making by identifying trends in your system
performance. In this way, customer experience monitoring is about more than just reacting to
issues – it’s also about proactively making necessary improvements.
Stay ahead of the curve by evaluating trends such as productivity, journey errors, and system
performance. For example, if your agents are constantly receiving feedback of poor voice
quality despite temporary fixes, you can make a conscious effort to break the pattern and find a
long-term solution that will eliminate the issue entirely.
Improve Customer Retention
The fact of the matter is that it’s simply not enough to sell products or services that meet your
customers’ needs. In our current business landscape, your customers understand the value of
quality customer service. If your customers ever begin to feel as though they aren’t your top
priority, or if it feels like a chore to reach your business, you may find that they’re just as likely to
move their business elsewhere.
Your customers are the lifeblood of your business, and your bottom line will feel the direct
impact of your service quality. If you provide standout service, you may find that your customers
are more likely to turn into repeat buyers and are more willing to pay top dollar for positive
experiences. By contrast, it can only take one negative interaction for a customer to turn their
back on your brand for good.
By implementing effective customer experience management strategies, you’re investing into
long-term connections. Creating positive experiences and making customers happy is the
cornerstone to a healthy business.
Boost Competitiveness by Implementing Customer Feedback
While issue resolution is a major reason why customer experience monitoring is a must for your
business, another key aspect is the ability to implement customer feedback. Even if your
systems are technically sound and defect-free, that’s only one half of the equation. It’s also your
job to ensure that your customers are satisfied with your CX journeys.
With a CX monitoring solution, you can gather customer insights directly after they have
interacted with your brand. This access to timely feedback helps you understand exactly how
your customers feel about their experience. If they express dissatisfaction, you’ll know that it’s
time to enact change.
By merging technically-sound infrastructure with the knowledge of your customers’ specific CX
preferences, you can build omnichannel journeys that stand out and give you an additional
competitive edge.
Your company’s success is tied directly to whether your customers have a positive experience
working with you. If buying your product feels like an impossible hurdle as a result of poor-
quality interactions, your customers may begin to look for an alternative in your competitors.
However, by making customer experience monitoring a priority for your business, you can gain
key insights into how you can exceed customer expectations and eliminate potential pain points.
When you embrace the importance of CX management , you can begin to deliver exceptional
experiences that will make your business stand out from the rest.
