Imagine a customer trying to resolve a billing issue through your company’s contact center. The call connects, but the automated menu misroutes them, leading to a long-winded journey of transfer after transfer in an attempt to reach an agent who can resolve their issue. Then, when they finally connect with the right department, a system defect prevents your agent from accessing the customer’s account. By the time the issues are resolved, your customer is frustrated, their trust in your brand is shaken, and they’ve gone to share their poor experience on social media.
Ensure flawless, frustration-free customer experiences by leveraging Cyara’s comprehensive CX assurance platform.
Scenarios like these are easily avoidable, but only if you have the right CX assurance partner. Choosing the right CX assurance solution is about more than just finding a partner that can run tests and take some of the burden off your plate. A truly effective CX partner can identify and prevent issues before your customers are affected by monitoring every channel and scaling support as your business grows.
But, while many vendors promise “comprehensive” CX testing and monitoring, their promises often fall flat when it comes to helping you deliver exceptional CX to your real-world customers. By asking the right questions, you can begin to see past inflated claims and choose the partner who will actually empower you to improve customer journeys and bolster your bottom line.
Question No. 1: How comprehensive is your testing coverage?
A CX assurance partner’s value lies in the breadth and depth of its testing capabilities. Testing coverage should span every interaction, across every potential touchpoint in your customer journeys, not just your primary channels. Especially as customer preferences vary and preference shift toward increasingly omnichannel experiences, relying on a channel-specific solution will leave you unaware of critical gaps and vulnerabilities.
A truly effective CX assurance partner provides a solution that will validate performance across every point of contact your customers use, including voice, digital, SMS, email, mobile apps, websites, and more. And it should also extend across the entire customer lifecycle, from the first touch and onboarding to troubleshooting and loyalty programs and must include both everyday interactions and complex scenarios such as during peak load or multichannel handoffs.
A partner with wide-ranging coverage ensures no interaction is left untested, so you can be confident that your customers are always receiving a flawless, frustration-free experience, no matter which channel they choose.
Question No. 2: Do you offer both proactive monitoring and continuous testing?
Oftentimes, brands learn that monitoring alone isn’t enough. For example, a financial services brand may be under the impression that its systems are all performing flawlessly. However, let’s say a recent software update broke part of the mortgage application process, making it impossible for customers to submit their forms. Because the failure didn’t cause a system outage, no monitoring alerts are triggered, and the team remains unaware an issue even exists – until hundreds of customers begin to complain.
The most effective CX strategies combine both proactive monitoring, which watches systems in real time, and continuous testing, which simulates interactions at regular intervals and allows you to catch problems that might otherwise slip through the cracks.
When you have a CX assurance partner that brings the power of both proactive monitoring and continuous testing together, you get both rapid incident detection and early warning for potential failures.
Question No. 3: How do you ensure scalability as business grows?
The goal of most businesses is to scale up, to take on new customers, expand operations, and grow exponentially. So, as customer expectations evolve (shaped by the desire for faster, more efficient and reliable interactions), you can’t afford to let your contact center operations or CX offerings remain stagnant. In many cases, brands must integrate new platforms, adopt new technologies, and add new channels to reach growing and global customer bases.
As such, you need a partner who understands your growth potential and will provide the resources and solutions you need to facilitate upward trajectory.
When determining the right CX partner for your needs, ask questions such as:
- Can you easily add new CX channels to your testing and monitoring frameworks?
- Will your tools maintain accuracy and speed when the number of interactions grow significantly?
- Can you provide accurate and reliable testing for global countries and different time zones? Additionally, do your solutions support testing for various languages, network conditions, and global carriers?
- Are you equipped to adapt test cases for unique workflows, compliance rules, or customer segments?
It isn’t enough to simply upscale your operations; you need to be sure you can deliver more, without sacrificing quality or speed.
Question No. 4: What level of reporting and analytics are available?
Testing and monitoring generate a lot of data, but a massive amount of raw data alone isn’t enough to understand where your CX is excelling or where improvements must be made. Your CX assurance partner should be able to provide clear, actionable, and data-driven insights through clear, user-friendly reporting and analytics.
If your CX assurance partner offers a centralized dashboard, for example, it will empower you to seamlessly track historical data, identify ongoing trends, and pinpoint areas where you should focus efforts to optimize and improve your customer journeys. Meanwhile, without this level of detail and focus, it is too easy to make mistakes. For example, without the right level of centralization and insights, a brand may be led to believe their average call time resolution had doubled. However, in truth, this only appeared to be the case on the surface after a team member pulled together multiple reports from different sources.
Most importantly, the analytics provided should go beyond simply showing that a problem exists. They should help you identify the root-cause of why it happened, the next steps your team can take to resolve the issue, and whether similar issues have occurred in the past. This level of insight is key to switching your focus from reactive recovery to proactive, preventive strategy.
Question No. 5: How do you address compliance, governance, and regulatory standards?
Take, for instance, a healthcare provider that failed a regulatory audit because its contact center script didn’t consistently capture and track patient consent. Because of an easily avoidable issue, the brand was subject to hefty fines, faced backlash in the press, and saw increased churn which, in turn, hurt its bottom line.
A single CX misstep can be costly, especially as regulatory bodies and governments are introducing strict guardrails to ensure customer safety, data protection, and track AI-related activities. This means it’s essential to verify your brand’s regulatory adherence to standards such as GDPR, HIPAA, and many more, and ensuring you’re prepared to provide documentation that shows your compliance.
Beyond external regulations, governance also includes alignment with your own internal policies, such as escalation rules, service-level agreements, and communication protocols. The right partner will ensure that these internal standards are consistently followed, so your CX remains both compliant and trustworthy.
Looking for the Right CX Assurance Partner? Meet Cyara
Your choice of a CX assurance partner isn’t a decision you can take lightly.
As the No. 1 leader in AI-powered CX, assurance, and productivity Cyara Fortune 2000 enterprises by testing, monitoring, and optimizing omnichannel customer journeys across voice, chatbots, and all digital channels, including AI-emerging channels.
Contact us today to schedule a personalized demo or visit cyara.com for more information.
