Qualtrics announced new solutions to help B2B and B2C organizations accelerate the pace of innovation across their digital channels. The new out-of-the-box solutions enable digital teams to quickly and effectively design and optimize the web and in-app experiences they deliver.
In addition, these enable companies to combine experience data–direct consumer feedback about their online interactions–and digital analytics, such as page views, to help them increase conversion, attract new and loyal customers, and drive growth through their digital channels.
In a recent study by the XM Institute, more than 75% of 17,509 global consumers started new digital activities over the past year, such as ordering groceries, taking online courses, or receiving medical advice – and they are not going back.
As the pandemic accelerated digital transformation efforts by several years, the challenge organizations now face is understanding the hearts and minds of their customers to deliver digital experiences that keep them happy and engaged.
Customers who rate “emotion” highly as part of their overall experience are at least 35% more likely to make repeat purchases and recommend and trust the brand.
Creating impactful digital experiences
Jay Choi, chief product officer at Qualtrics, observes that as the volume of digital transactions increases, so too the competition for loyal consumers continues to escalate along with it.
“Organizations need to design both memorable, personalized experiences that consumers want, based on a 360 view of their feedback and behaviours to build lasting customer and brand loyalty,” he added.
Web UX Optimization and In-App Experience Optimization help companies design seamless web, mobile, and in-app experiences that help customers quickly and efficiently accomplish their goals. This includes subscribing or finding a support page, to drive consistent usage, adoption, and revenue.
These solutions automatically identify underperforming web and app design or UX elements that cause visitors frustration, such as site layout and browsing capabilities, and enable companies to trigger intelligent workflows that are automatically routed to the right teams to resolve.
These have built-in benchmarks so companies can compare their own performance on digital KPIs, such as CSAT or likelihood to return to their industry peers.
E-Commerce Experience Optimization helps companies increase online revenue by optimizing the discovery and purchasing process for customers.
The solution uses customer feedback and behavioural signals to quickly identify visitors’ pain points in their purchasing journey, such as shipping costs or forced account creation, that are contributing to lower conversion rates.
It also enables e-commerce teams to embed feedback tools across their site to measure the effectiveness of their content, such as product descriptions or return and exchange policies, to better help visitors achieve their goals without needing to contact customer service.
Digital Journey Optimization enables companies to personalize interactions along the customer journey, such as new account sign-ups or checkout, to increase conversion rates.
It leverages the 4 billion unique profiles inside Qualtrics XM Directory to surface insights based on feedback from any customer segment, such as high-value or possible churn customers.
These profiles contain individual preferences that enable companies to set up web and in-app feedback mechanisms tailored to these segments across multiple touchpoints, delivered in the way their customers expect. The result is companies more deeply understand each customer’s unique behaviour and can quickly take action.