“Focusing on the customer makes a company more resilient” ~ Jeff Bezos (CEO Amazon)
‘Customer Experience,’ a term easy to read but tough to achieve.
Since human existence has gone through extensive evolution, the use of the internet and software applications has become more prominent for our day-to-day operations. And therefore, we have started to learn more about the customer experience concept. As per the statistics shared by Temkin Group, companies with annual revenue of 1 billion USD could expect an additional earning of 700 million USD within three years of investing in customer experience.
Though the idea of spending big money on customer experience may not be able to convince all the businesses out there, the need for improved customer experience could be easily identified right at our home.
Consider you are browsing on the web, looking for the clothing range launched by your favorite brand. It seems to be the perfect choice for your objectives, but as long as you try using it, you either get lose on navigation, glitches, crash, or a web page that doesn’t load.
This is actually the most annoying part of using technology, and ultimately it makes you abandon that web page or software. From business purchases to buying a new pair of shoes, customers are never too far from the cancel/delete account options and moving to your competitor.
Cutting it short, it is the quality of experience and the digital impression that you offer to your users which leads you towards better sales. And if it is not up to the mark, you are probably not able to hit the bullseye with your software testing initiatives.
Why Is Software Testing Crucial These Days?
The rapid shift of business organizations towards software technology has caused a massive rise in the competition. This has brought software and QA testing services into the picture for aligning the technology with the customer experience goals. Besides, achieving the objectives related to customer experience has made it necessary for software development brands to have a perception of customer’s needs when developing and deploying a solution.
Software testers are trained professionals who are certified and informed to take on the task of creating a customer experience. The QA teams working in collaboration with DevOps experts go through all the features, options, and navigation experience to ensure that final outcomes satisfy the performance objectives.
Nevertheless, we have a list of quick facts related to website and web apps to back this entire concept of building technology that meets the QA standards:
- Fifty-seven percent of users do not recommend a business that doesn’t have a mobile-friendly website.
- Forty-eight percent of people believe that website design is the topmost factor when it comes to judging business credibility.
- Ninety-four percent of users develop their impression of a business website based on their web design alone.
- Most importantly, sixty-eight percent of companies that had mobile-first websites managed to get a hike in their sales.
All in all, building a software, application, or website keeping in mind the insights of customers, results in better business benefits. Since it is the quality-based factor, aligning software testing services into the process could help yield the goals. Let us quickly dig into understanding how software testing services have redefined the entire concept of winning customers.
Impact of Software Testing on Customer Journey
Software testing professionals are the experts who are trained to understand and analyze the end user’s perspective towards a product or service. This means having an expert tester on your team helps you to optimize your customer journeys for attaining the highest benchmarks of brand awareness through your service.
Software testing allows customers to plan their decisions for added excellence while working on the functionality, performance, and usability of the software in a way that it aligns with the marketing objectives. In other words, testers are completely oriented at assessing the customer journey while working over any inefficiencies that a customer might encounter while interacting, be it a web app, SaaS tool, or some software.
Besides, there are so many testing procedures and techniques that help the QA services to meet the various aspects of quality for software. These include several rounds of cross-browser tests, functional tests, and performance goals. Furthermore, the process involves testing the product for operations on different browsers, operating systems, screens sizes, etc. Moreover, testers put the software under maximum load of users to ensure that there are no issues related to crash susceptibility, accessibility, or security during the peak stress.
How Could Software Testing Help Meet The Brand First Goals?
The rising competition and need for impactful QA solutions is no longer a secret for the organizations that need to hit the billboards for their exceptional brand value. But the real challenge is quickly releasing products with unique features catering to the demand of the customers.
Since the only way to attain the brand first goals is through Quality and Software testing, here’s how companies could steal the attention of customers through software testing while aligning with the quality-centric approach:
Know Your Customers
The first step to improved customer experience and brand exposure begins with understanding your customers. The software testing service providers having expertise in QA testing services tend to meet the customer requirements by having a perception of customer preferences and their expectations.
Signing Off The Validations
Since the idea of an improved digital experience begins with the customization of the product as per the customer’s point of view, a software testing company could help you validate all the functional and non-functional aspects of the software. Also, the process needs an intensive check on the requirements to work on the factors like speed, navigation, seamless interface, and all other things that must be validated.
Testing Actual User Response
When creating a highly engaging software technology, QA testing services usually work on the actual user behavior to define their test plan of satisfactory customer response. This may involve tracking of all the frequently used features, speed, performance, load, and all other questions that are vital to offer a pleasing experience to the user. When done, users then can use this information to innovate the solutions for the ultimate customer journey.
In-Depth Performance Checks
QA solutions made to improve customer satisfaction profoundly focus on the performance testing benchmarks. This usually begins with testing the software for the features and the response of the software for any request a customer creates on the software. From checking on the RAM usage to battery consumption, launch time, and compatibility with the device, software solutions are thoroughly tested by the testers to ensure the product is good for the customer user.
Crowdsourcing To Scale The Technology
When you need your product to stand out in the market, the QA services leverage crowdsourcing initiatives to have the knowledge of the market and competition. This helps to have a well-defined picture of the parameters surrounding the software testing process, such as design, features, interface, and overall navigation. The ability to understand these parameters and elevate the innovation graph to offer something extra helps testers and developers to meet the brand goals with added customer satisfaction.
The last step to creating a perfect user experience that helps meet the brand exposure objectives is reaching out to the customers in real-time. Testers in this phase usually take the product to real-world users for sharing their feedback on the final outcomes. If the customers share any negative feedback on the product, testers then could work on turning all the negatives into positives making the product interact well with the customers.
The Crux: A Great CX Depends On A Solid Test Strategy
The key to yielding an excellent customer experience and the perfect brand reputation begins with improving the quality goals associated with the software. This might need making several iterations to close the errors or improve the already functional aspects of the product.
In a nutshell, lacking quality aspects associated with software often needs you to compromise with the operational performance, which might bother your customers a lot. Thus, it is always a better idea to aim for quality by creating solutions that are free from errors and are made to handle all the needs of existing customers while capturing the attention of other users on the web.
All in all, it would be nothing wrong to say that working hard on the quality aspect of the software is never enough when you are looking forward to creating the best user experience. Besides, when 86 percent of customers are ready to spend more money to experience improved user experience, running short on CX is never a good idea for any organization.
More importantly, customer satisfaction entirely depends on the customer satisfaction efforts you make. And when you have a team of professional QA testing services to assist on quality and performance metrics, things become much easier in the long run, winning you customers for life.
Published by Kanika Vatsyayan