Contact us anytime to know more — Kuldeep K., Founder & CEO CISIN
What are the most effective ways to deliver this seamless experience? How can you ensure that your digital channels and website meet the needs of customers?
We'll explore new ways of creating a seamless customer experience, as well as how to use web development services for measuring customer satisfaction and identifying areas for improvement.
Read on to learn three valuable tips and insights to deliver an exceptional digital experience to your customers.
Why Should You Be Concerned About Digital Customer Experience?
The digital customer experience is the way customers perceive and experience your company through your digital interactions.
It can be anything from an online user visiting your site or downloading your app on their mobile to engaging with your brand through social media.
Digital customer experience is important for many reasons. It's important for customer acquisition and retention.
Seamless experiences also increase brand recognition and loyalty. CX has a positive effect on the bottom line. (A better experience leads to increased sales and profits).
What Are The Advantages Of An Integrated Digital Experience For Customers?
Increased Retention of Customers: If your customers experience a consistent brand on your website as well as in your physical locations, they are more likely to recommend you to their friends and return to your business.
Increased Sales and Revenue: Customers who have an enjoyable experience with your site are more likely to purchase products and thus increase the return on investment.
Increased Customer Satisfaction: Customers who experience a smooth transaction with you are likely to feel satisfied and open to building customer relationships and brand loyalty.
Want To Refresh Your Cx Knowledge?
CX is the sum of customers' feelings and thoughts when they interact with an SMB or its products. CX can be measured by how clients develop their relationships with an organization or when they sign up for a free trial.
These interactions help customers form impressions about organizations. Customer experience influences their purchasing behaviour:
- Positive experiences boost brand loyalty and improve sales. They also increase awareness of products among the target group.
- Negative experiences may result in negative word of mouth, bad PR and loss of revenue.
Three Tips To Deliver A Seamless Customer Experience On All Channels And Devices
Now that you know the definition of digital customer experience, let's look at ways it can be achieved in your company.
1. Measure And Improve The Digital Experience Of Customers Using Web Analytics
Web analytics is one of the most effective ways to provide a seamless experience for your customers. This customer data will help you to understand the way users interact with your site, pinpoint areas of improvement and measure your CX initiatives.
Web analytics are not one-time tasks. It's important to conduct web analytics regularly to provide your clients with the most seamless and consistent experience possible.
2. Make Your Site Mobile Friendly
For a smooth customer experience, a mobile-friendly site is incredibly important. Nearly 63% of internet traffic is now generated by mobile devices.
Your site must be optimized to cater for this audience.
When creating a website that is mobile-friendly, there are some key points to remember:
- Use a responsive design team.
- Simple is best
- Large, easily-tappable buttons are best.
- Avoid Flash (many mobile devices don't support it).
3. Digital Customer Experience Platforms (DCPs)
DCPs (Digital Customer Experience Platforms) allow you to manage the content of your website, its design and the user experience all from one system.
You can save a great deal of money and time by using a single platform to handle all of your website's content, design and user experience.
DCPs also provide insights into your website performance, including visitor behaviour. These insights will help you further optimize your site.
Before the growth of the internet, small businesses and companies always put the experience of their customers first.
If you can make a customer feel special, they are more likely to return and tell their family and friends about your business. Things have changed.
A survey revealed that 67% prefer online shopping to offline shopping, particularly after the global pandemic of 2019.
The organization now faces a more difficult task is impressing the client online and improving his experience to give him the same feel as he would get offline without losing the personal touch that played such a huge role.
It is not impossible to accomplish this task. When an organization wants to develop a website application or improve its digital experience to match customer expectations, there are simple steps that can be followed.
Organizations can use manual testing and automated testing to make sure the customer experience online is flawless, free of errors, and upholds their expectations.
To ensure that the digital experience is pixel-perfect, they can use these best practices.
Stay Up To Date With The Latest Fashion Trends
Adopting new trends and technologies is the most crucial thing you can do to achieve a seamless experience on mobile and the web.
First, the newer technology is always more appealing and optimized. Since competitors have started using these technologies, customers expect to see them on other sites as well.
We use older styles of buttons, which could be the first thing that a customer notices. This first impression can make or break their opinion about our company.
This is commonly referred to as the user experience. It includes animations, effects, and anything else that the user can touch or see in the application.
Second, the payment technology must always be updated to reflect current trends.
According to a report, global buyers prefer credit and debit cards for cashless transactions. The trend is growing worldwide due to transparency in transactions and the quick refund service.
This statistic allows us to implement the credit card and debit card channels without having to worry about making any changes to the /payment URL.
When we change regions, things can drastically alter.
US citizens, for example, prefer debit and credit services. According to Fintech's research, over 76% of Indians prefer UPI as a payment method.
It is also a newer technology compared with card services. As an organization, we need to do more than maintain our users' experience.
It could count as a negative experience if the preferred payment method of the user is not available in the area.
Read More: 3 Secrets To Maximize User Experience Of Mobile Apps
As Little As Possible, Involve The User In Your Project
Web development comapny and application trends are all moving towards the goal of reducing user interaction to a minimum.
Advertising agencies, for example, use cookies to identify a user’s interests and then show him ads on various websites.
They generate huge revenue, and that's just from the clicks of these advertisements.
We consider two factors when we speak of minimal interaction. First, we consider how many times a user has to type, scroll, or click to accomplish what they want.
Second, how many clicks and scrolls do they make from their home page to the end goal? In the case of eCommerce websites, this is called " A purchase made successfully".
Artificial intelligence is now used in nearly everything requiring mathematical calculations, prediction or deduction.
Artificial intelligence reduces the amount of work that the user has to do.
Earlier, users had to type words into the search box. They can now speak their search query by tapping the microphone icon.Artificial intelligence is also used to chat with customers using chatbots, reducing the number of emails sent and recommending products based on user interest.
Social media buttons can be embedded on a website to copy the link, go to the social media site and paste it automatically in the "post" section.
This process used to be done manually by pasting the link into the chat or post sections of social media sites.
The examples above are small and simple, but they do illustrate a type of modern technology. This topic is primarily about understanding the idea of minimum interaction with maximum expression in our applications or websites.
It is more difficult to forget an application if the user can navigate with minimal steps and only interact when necessary.
Data Consistency On Multiple Platforms
A survey by Pew in 2015 found that 36% of Americans owned all three of the devices. In 2017, this number increased to 57%, confirming that these situations are true.
This statistic raises a small issue for our organization. Users who use multiple devices regularly will expect that their data is consistent.
When we look at an eCommerce site, we can see that the users don't always buy products immediately. They sometimes add the product to their cart and continue shopping.
They may make a list of items they want to buy and then purchase them later.
If a user adds a product to their cart using a mobile phone but then proceeds to make a purchase via a laptop and discovers that it is empty, what happens? These types of inconsistencies can ruin the digital experience for the user.
A task this important requires rigorous testing and an extensive collection of devices on which to do it. Testers face a major challenge in procuring multiple devices to test on.
Integrating third-party apps is also a hassle since they all need to be correctly installed on the OS.
Renting these devices through online platforms for digital experience testing, such as Cyber Infrastructure Inc., is the best way to solve such problems and to create a seamless experience on mobile and the web.
Cloud-based services do the hard work for us. As testers, we only need to sign up, choose the device and begin testing.
Cyber Infrastructure Inc. allows you to perform automated and manual testing on web and mobile applications across over 3000 real browsers and devices.
With its cloud of real devices, you can test mobile and web applications using real-world scenarios.
These providers are responsible for the maintenance and integration of third-party apps, as well as purchasing devices.
Cyber Infrastructure Inc., for example, can integrate JIRA from its platform. So, if you encounter bugs while using the platform, these can be uploaded directly to JIRA.
This type of testing technique ensures that the digital experience is consistent on all devices. This gives testers, as well as organizations, confidence in promoting applications based on these important pillars for seamless experiences.
Everything Optimized for Mobile
In the past decade, mobile device usage and growth have seen an explosive increase. Only 31% of internet traffic in 2015 came from mobile phones.
It is just a few percentage points shy of 60 per cent today.
Mobile devices have greater importance for organizations than laptops. Backend Development and testing must be tailored to mobile devices to create an integrated digital experience across the web and mobile.
It's not difficult to achieve this. We are currently working on techniques for designing applications, firstly for mobile devices and later expanding them to other platforms.
We can then cover the majority of our audience, even if there is a spillage on the desktop.
All the Tests
There is still no guarantee of seamless experience on mobile and web until we intentionally try to separate things.
In layman's language, this is what it means to test the application.
The application testing process has been optimized and evolved in many ways. Today, even small bugs can be detected that previously were difficult to detect manually.
Artificial intelligence is a great tool for both users and testers. To ensure a smooth launch, we must take advantage of artificial intelligence.
Some of the most common testing paradigms are UI, usability, exploratory, compatibility (preferably using cross-browser tools), API, geolocation, performance, security, and another testing.
The Best Digital Customer Experience Practices
- Know your audience.
- Customer experience can be omnichannel.
- Mobile experiences are important.
- Analytics is a must.
- Collect customer feedback.
- Test your users.
- Future-focused.
1. Know your Audience
You need to understand your customer before you can design a digital product that they will enjoy. The buyer persona is a good way to find out who buys your products and why.
The personas you create will help you tailor your CX digital strategy to the needs and wants of your audience.
Consider the journey of your customers. What is the goal of a visitor to your app or website? You can determine the most critical digital touchpoints for your clients by mapping out their journey.
2. Customer Experience Omnichannel: Create A Seamless Customer Journey
Customers are delighted by omnichannel experiences because there is a greater variety of communication channels available.
The customer can interact with the business using a platform that is familiar to them. They are not forced to use an unfamiliar interface.
The key differences between a multichannel and an omnichannel strategy, as shown in the graph below, are data sync and CX consistency.
Your customers will be happier if you offer more channels. They're also more likely to purchase from you again. It's not sufficient to just exist in multiple channels.
CX Omni-channel ensures that all channels communicate with each other. An omnichannel approach also ensures you create a consistent customer experience.
It's easier to engage users with content when you use the same mediums that they already do.
3. Mobile Experiences are Important
It's crucial to consider the mobile user experience, whether you are creating a comprehensive website or an app.
Over 90% of global internet users use a mobile phone to access the custom web development.
Customers can compare businesses while shopping on their smartphones. Before they buy, customers can compare your company to your competitors.
Your products may not be a good fit if your app or website doesn't meet their expectations.
Make sure your customer's digital experience is mobile-responsive when designing it. When it is displayed on a phone or tablet, the interface will automatically adapt to fit the smaller display.
It dramatically improves user experience, and it makes your content easier to browse.
4. Adopting Analytics
You should actively seek new methods to improve your digital marketing strategy, just as you would any other aspect of your company.
This is easier to achieve if your reporting tool monitors the digital experience of customers.
There are software tools available such as Apple App Analytics or Google Analytics, that can track which features, and pages customers most frequently use and identify friction points within your app.
It is possible to identify where customers are leaving their purchases unfinished and work proactively to reduce churn.
You can also review the tools that returning users prefer and make your navigation easier for them to access when they return.
You can measure your CX digitally in other ways, not just on your site or app. You can personalize email outreach to increase open rates.
If your brand has a social media presence, you can track brand engagement and monitor sentiment to optimize content.
Your team can refine their digital CX strategies by gaining insight into how your customers interact with your offerings.
5. Collect Customer Feedback
Asking customers to provide feedback is another way of gathering information. Ask them to fill out a questionnaire after they have used your app or website and if it is something that would be recommended by their friends.
A Net Promoter Score (NPS) survey can be used to collect both quantitative and qualitative data about your digital experience.
You should have a better idea of how your customers react to the content you're creating.
Sample survey questions may include:
- How likely are you, on a scale from 0 to 10, to recommend this business to a colleague or friend?
- What features of the product/service do you use and value most?
- What can you do to improve the experience of our app?
6. User Testing
Another way to find out how your customers feel about using digital assets is by conducting user testing. A select group of users is invited to test the product.
They then provide feedback about specific user-experience aspects. You can then tweak the website or application before it is released to your entire customer base.
Usability tests are the most common type of testing. The usability test measures how easily your product can be used and navigated.
Participants must complete a straightforward task. They are then evaluated based on how well they complete the task. It will show your team of developers how easy your app or website is to use.
7. Future-Minded
The digital world is changing rapidly. Your strategy must also adapt. In 2022, your digital CX may be very different from what it is today.
New trends and their influence on customer perception will increase as technology continues to advance. Be prepared to adapt your digital CX to these trends.
Conclusion
What is "trendy" today will become an "old design" or an obsolete method in a few years (or even weeks depending on the type of technology).
In a few short years, what is "trendy today" will be an "old" design or an "obsolete" method in the future (depending on technology).
It is a field which requires constant attention from developers and testers.
To provide seamless digital experiences for mobile and web, this article will focus on five key areas. First, it is important to always keep up with current trends.
Consider that things are changing for the better if they do. Most users are very sensitive to UX. Keep user interactions as low as possible.
Users will remember applications if they see that the application can do the job with minimal input.
If your app is compatible with multiple platforms, the data on each platform should be identical. When someone uploads and continues using a device other than the one they originally uploaded the file on, it should still be there.
The fourth step is to start with mobile devices and work your way up. Mobile users being more numerous, the app will be perfected for the vast majority.
Finalize by testing everything to find the most minute bugs.
Let the users experience the app as it was intended. These steps will make your application smooth and seamless.
They may also yield fruitful results.
