A business can provide excellent customer experiences when it generates new customers and expanding existing users’ consumption. Customers will feel instant pleasure from simple transactions in getting what they want. Especially in today’s digital age, digital customer experience is everything.
But, every organisation’s biggest problems are their developers spend quite some time to troubleshoot issues. Development teams are preoccupied with managing the apps and at the same time balancing escalation management and outages.
Usually, they use different tools that don’t communicate well, resulting in areas they miss. However, developers want to use their time to write new code and develop unique customer experience, not troubleshooting issues.
The most important priority is ultimately being able to discover problems before customers do. It is straightforward for them to go to another provider if they experience an outage, an error or a slow site.
Because organisations have to avoid experiencing downtime with their website or apps because it is very costly, according to Gartner, the average cost is US$5,600 per minute. Plus, on top of that, it can cause them to deliver a poor customer experience.
Other than that, the IT team will be stressed and feeling tired, which can affect productivity. If they cannot innovate new features and experience, there will be no innovations. For instance, Zoom is continuously enhancing the CX in the marketplace and being on top of the game.
Software developers that spend more time developing code than troubleshooting enable organisations to deliver an excellent customer experience.
Hence, CX professionals need to work together with developers by equipping them with the right tools to consolidate and automate troubleshooting. Simultaneously, it is best to use machine learning technology to predict issues and proactively resolve them before impacting the customer experience.
