How hard can it really be to get App UX right?
Based on thousands of reviews of some of the most prominent apps out there today - not as easy as it may initially seem. But where do the challenges arise from?
Some teams face difficulties in aligning user feedback with product and engineering goals.
Others can find themselves falling into the trap of innovating for innovation’s sake.
Sometimes, it can come down to a lack of true understanding of what delights and frustrates your users, pre-design and pre-launch.
But, what about teams who have no issues with garnering a high volume of user feedback? Do they have the time and resources, and, to be fair, the incentive, to sift through thousands of clips and snippets of duplicate and sometimes irrelevant feedback?
If there was a way to truly close the feedback loop between your users and your product teams, where would it have the most impact?
- Ability to gain insight into app UX
- Enhance product development cycles
- Prioritize fixes
- Inform future app releases
- Reduce pressure on CS teams
- Improve visibility across the organization
Maybe it’s a mix of all the above.
The average smartphone owner uses 9 apps per day. With the rate at which consumers are being pushed to digital and the way in which the entire customer experience is becoming more and more transformed by technology, ensuring high CX and retention rates is becoming ever more critical.
In fact, Gartner predicts that by 2025, 80% of customer service and support organizations will apply generative AI technology to enhance both customer experience (CX) and customer support productivity.
While app users expect to be able to reach customer support quickly, fast resolution and closing the loop is surely the most critical aspect of user feedback. In 2022, CustomerGauge found that businesses who closed the loop after running an NPS survey, had three times’ higher promoters than the next time they ran a NPS survey, as compared to those who didn’t have a closed loop process.
Companies seeking to enhance agent productivity and customer experience through generative AI must strike a crucial balance between digital transformation and customer preferences for natural interaction and personalized experiences. If companies do continue to explore cost-cutting measures, with US companies discussing cost-cutting and operational efficiency at an already alarming rate this year, it will be even more critical to ensure that customers and users do not bear the brunt.
Afterall, when over 90% of companies who improve CX see an 84% increase in revenue, who can afford to take the risk?
Solutions to address UX, CX and closing the feedback loop don’t need to break the bank. Tools like Pulse FlightRecorder can help you close tickets fast, drive retention, improve CX and UX and drive process improvements.
So, if there was a way to easily address all of the below with only one solution, why would you wait?
- Insight into UX
- Enhance product development cycles
- Prioritize fixes
- Inform future app releases
- Reduce pressure on CS teams
- Improve visibility across the organization
Learn more about Pulse FlightRecorder at flightrecorder.pulselabs.ai or contact our team.
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