The Great End-User Experience Disconnect
Despite the importance of providing a good end-user experience or EUE, many industries suffer from a disconnect between what they think they are delivering and what the customer or enterprise user experiences.
Recent studies indicate a potentially growing divide between the perception of end-user experience between actual users and network teams. While 29 percent of IT pros are convinced that their departments offer a superior experience, support desks still take an average of 24.2 hours to provide a first response.
These studies underscore the importance of measuring the difference between what users expect and what they are actually receiving. But there are a number metrics that must be considered to get an accurate picture.
One of the most important metrics a company can monitor is resource availability. In other words, can the technology being used actually deliver the service and experience the customer expects?
In recent years, many industries have experienced fundamental shifts in how they do business and interact with customers on a day-to-day basis. Tasks that were once completed in person, or via a desktop computer, are now done through smartphones or tablets. Traditional cubicles have been replaced by home offices and coffee shops. As these technologies have evolved and developed, customers’ expectations of being able to access information and services from the palm of their hand have changed accordingly.
This means companies must always be evaluating if the resources and services their customers rely on are available in the format and medium their customers expect.
Network and Application Responsiveness
Research shows that modern smartphone and tablet users expect applications to load in under four seconds, with many expecting them to load in under two. Similarly, another study by Akamai showed that 75 percent of users who experienced slow website load times would stop shopping at that site, in favor of a competitor’s.
As a result, it is vital for companies to monitor their network and application response times to ensure they are meeting customer expectations. If not, the results will be disastrous, resulting in lost customers, reputation, and market.
Application Content Delivery: Measuring Alignment Between User Requests and Content Delivery
According to MetricNet, “If an end user spends more than 10 minutes in a self service portal, they cost the organization more money than calling the service desk.”
The same principle applies across the content delivery model: the longer a customer has to wait to get the answers/content/information they want, the more costly it is to the customer and to the company providing the service or information.
Virtual agent technology is already proving to be the missing link in addressing this end-user experience pain point. By using virtual agent technology to help customers quickly get the information they need, or escalate them to a customer support representative, companies can ensure their content delivery is aligned with what users are actually requesting.
Trust the Experts
VIAVI is an industry leader in application, network, and cloud support. Get a complimentary 14-day trial of ObserverLIVE, a new SaaS-based solution to monitor end-user experience. Part of the Observer Platform, ObserverLIVE can help to ensure that you are meeting the expectations of your users wherever resources reside.