Customer Experience Testing

Keep your users connected, engaged, and delighted

The transition from testing applications to testing customer experiences

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When an application/service is deployed or changed, the customer's perception and experience with the end-to-end process is what makes or breaks the success of the release. In a digital world, the customer's journey touches many complex bits of technology, all working together. This is across the multiple channels that the customer adopts to interact with the product or service.

Trigent's team of experts helped us run end to end business process led testing services that took into account pre-launch preparedness, operational readiness and the experience across key customer touchpoints to help identify friction not only in the application, but supporting processes as well

— Director QA, Healthcare ISV

Go beyond traditional testing for digital success

Challenges

CX ROI Study - 2019 by Watermark Consulting

Fig:1 Watermark Consulting Customer Experience ROI Study
90%
of unhappy customers will not buy again from a company that disappointed them
7/10
customers switch to a competitor because of poor service
70%
of buying experiences are based on how the customer feels they are being treated
Resource: McKinsey Report

What We Do

Trigent’s Salesforce Testing Practice

Trigent’s Customer Experience (CX) testing identifies areas of poor service that typically come from a combination of systems & processes. It is this holistic view that can assure customer experience.

We focus on:

  • Testing holistic end to end solutions, not just individual systems
  • Looking at solutions in terms of their ability to work for our external customers
  • Asking whether they help deliver the best experience to the customers
  • Asking whether they help to retain existing customers and attract new customers

Is CX at the center of your testing strategies? Think again!

Trigent’s Approach

Our approach to understanding the customer experience rests on answering some of these questions:

  • Which business functions are performed to fulfill the customer’s needs?
  • What systems or manual steps support those business functions?
  • Where are the bottlenecks or opportunities for improvement?
  • Does the customer receive an experience that is on-time and error-free
  • Does the user journey meet or exceed expectations for how long it takes to deliver
  • Can the service benefit be measured?
Trigent's Approach
Our approach centers on the following key axioms.
Know what matters to your customers – focused risk-based testing

Testing & test design centers on risk-based test prioritization where we evaluate each user journey and assess the probability of failure, and if it fails, the possible impact (financial, inability to meet customer promises and thus loss of customer’s loyalty, loss of time, etc). Testing resources are then assigned to the highest perceived risks.

Keep any promises you make – can we test these promises?

Testing & test design focuses on all aspects of the journey wherever there are direct customer touchpoints, and commitments made to the customers. The tests aim to ensure that the systems & processes are consistently delivering these promises across all touchpoints in line with customer expectations.

Spot potential problem areas and fix them - systems & process focus

Trigent’s customer experience testing focuses on the systems and the end-to-end process that constitutes the user’s journey. All aspects of interactions between people, processes, and systems are explored to assure seamless hand-offs between man and machine!

Communicate clearly and – test the communication & interactions

Customer experience is about making sure that all communication interfaces at the touchpoints are clear, simple, and easy to interpret. Trigent’s testing focuses not just on the delivery of the secure delivery of communication, but also follow-up actions expected from the communication.

Take responsibility when things go wrong

Test the fixes, and focus on the business impact when things go wrong. Most customers tolerate failures. But they do not accept poor experience that follows failure. Trigent’s CX Testing framework, covers testing of user journeys, touchpoints, and promises for worst-case scenarios and assessing the readiness of the processes, the people and the technology to handle this effectively and mediate the faults.

Benefits Delivered

  • Reduction In Cycle Time: A holistic approach towards evaluating the performance of the process overall the customer touchpoints, results in a more improved, optimized and customer-centric process, thus reducing the duration from initial customer contact to final customer contact.
  • Right First Time: As customer experience improves, how often the customer receives an experience that is consistent, meets the commitments made and is free of mistakes
  • Customer Satisfaction/NPS: CX measures that result from direct interactions with customers on their experience with the end-to-end business process
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