Customer experience analytics deals with the discovery, aggregation and smart analysis of customer/user data to gain insights for better decision making. Ideal customer experience analytics solutions map the customer journey and provide insights to optimize the customer journey through the funnel.
Big Data and AI play a huge part in data collection, sorting and understanding the data. Thus, analytics help us understand the deep-lying user behavior in a better manner. If you own an e-commerce store, it is very important to have customer experience analytics software for understanding user behavior on your webpage or mobile app.
Why Websites Need Customer Experience Analytics Solutions
Customer experience analytics solutions such as those found in this link are important for websites. Here are some of the reasons why:
1. Customer Journey Analysis (CJA)
The lack of availability of data meant CJA’s were not possible until very recently with the introduction of big data. Customer journey analysis gives us insights into understanding how customers/users interact across various channels over a time period. Based on the data gathered customer experience solutions will visualize the data for better understanding of the customer journey as well as reporting.
2. Identify Customer Struggles
With customer experience analytics solutions, marketers are now able to study the user behavior and identify areas/elements of their app/ webpage that are hampering the customers’ user experience. It will also identify bugs present and also detect navigation problems on your product page. Elimination such error will improve the overall experience thus resulting in better sales. Fixing such errors will also help in making your sales funnel more effective.
Analytics solutions can also provide information regarding app crashes and pinpoint the fault which made them occur.
3. Real-time analysis of key business metrics.
Customer experience analytics platforms help you discover, rank and integrate key business metrics. Business metrics might be simple organic traffic report to a complex product to product sale numbers. Software’s integrated with AI now allow marketers to monitor these metrics in real time. This will help give crucial insights into the performance of the website in general or a particular product. A real-time analysis will also aid in real-time decision making.
4. Enhanced Reporting
A customer experience analytics platform gathers all the data that is possible for it to gather. it generates and stores data each minute to let the marketer get complete understanding when analyzing a report. Every aspect of user behavior and interaction is recorded; marketers can even view how much money they lost because of transaction failures, payment gateway errors etc. Reports generated are not in complex excel formats but smart infographics which help you better understand what the performance of your e-commerce store is.
Finding and Selecting the Best Solutions
When looking for any such platform always look for ones that leverage on technology and one which will be able to integrate with your existing data analytics solution. Have a complete review of the platform before integrating it.
Data security is also crucial in this day and age, so markets should ensure that the platform they are selecting is totally secure as well.