Recent trends show that there is a direct correlation between a business’ focus on customer experience quality and company growth. When a business makes CX a priority and invests the appropriate time and resources to develop quality interactions, it’s easier to achieve top-line business objectives, improve brand loyalty, increase sales, and boost customer satisfaction. According to a study from Zippia, CX improvements can boost company revenue by 10-15%.
Read this case study to learn how AT&T increased team efficiency and improved CX quality with Cyara’s automated CX assurance solutions.
But, while many companies understand the benefit of investing in CX improvements, traditional and manual testing and monitoring processes are time-consuming and expensive. CX channels can’t improve on their own, but manual efforts put a drain on your contact center’s resources, limiting your ability to reap the benefits.
That’s why automation is essential when it comes to developing, testing, and monitoring your CX journeys. While manual testing processes create bottlenecks and organizational inefficiencies, an automated CX assurance solution streamlines processes, making it possible to execute improvements that are necessary to drive long-term business success.
Breaking Down the Burden of Manual Testing
When it comes to developing and executing CX journeys, efficiency is paramount. Both business leaders and customers put increasing pressure on contact center teams to deploy new and effective CX channels, leverage the latest technology, and deliver results in a fraction of the time.
But, despite the rising pressure to meet business goals and customer expectations, many contact center, support, and development teams are put at an immediate disadvantage when manual testing processes are the norm. There are many moving pieces at play within just a single CX journey, and errors can occur at any stage in the development lifecycle.
Generally, the disadvantages of manual testing can be broken down into four main areas:
Time-Consuming
Within a single CX journey, there are many different scenarios, from IVR responses to call routing. Manual testing requires that your team confirms each possible scenario.
Decreased Productivity
Manual CX testing requires repeating routine tasks for each individual pathway and channel. While testing is critical to your success, this type of task is slow and drains your team’s resources away from high-level action items.
Hidden Errors
There’s no telling where or when CX defects can occur, and issues can escape notice during development to enter the live environment. Errors can negatively impact your customers, damage your brand reputation, and lead to customer dissatisfaction.
Limited Scalability
When conducting manual testing, it’s difficult to scratch beyond the surface of your CX infrastructure. In addition, if your team falls behind, it can lead to bottlenecks, missed deadlines, and inconsistencies.
CX journeys are complex and require rigorous testing to ensure performance through every stage of development. But you can’t afford to let manual processes hold your success back.
Improving Operations with Automated CX Testing
For businesses that are serious about improving their CX offerings, manual processes present too many unnecessary burdens and put a drain on your team’s productivity and resources. Compared to manual testing, an automated CX assurance solution streamlines processes, empowering you to verify CX performance in a fraction of time and energy.
Whereas manual processes require conducting time-consuming and repetitive tasks over and over again, an automated solution eliminates the guesswork and tedium, so you can confirm your infrastructure faster than ever before. In addition, automation removes the potential for human error, which could let CX defects slip through the cracks to affect your customers.
For example, in our recent case study, we looked at the benefits that AT&T realized after their team made the switch from manual to automated CX testing and monitoring. Previously, AT&T relied on manual processes for all their testing, which consumed a lot of their time and limited the team’s ability to test the high volume of calls. By switching to Cyara’s automated solutions for all their testing needs, the AT&T team was able to execute numerous test calls concurrently and significantly reduced the cost of CX testing.
Businesses that make the change to embrace automation are able to innovate their CX testing, ensuring that all channels are equipped to delight their customers, without any additional errors or time constraints holding their development back.
The Cyara Advantage
Contact center environments are complex, requiring a lot of additional oversight to ensure that your CX channels are always performing as intended. That’s why Cyara is committed to helping you assure the CX development lifecycle and streamline operations with our AI-Led CX Transformation Platform.
By embracing automation, our customers have realized results such as:
- 24/7 visibility of end-to-end CX
- Up to 80% reduction in regression testing time
- 85%+ increased testing coverage
CX testing is necessary to supporting your top-line business objectives and meeting customer expectations, but it doesn’t have to place additional strain on your team’s limited time and resources. By leveraging an automated CX assurance solution, you can transform your CX strategy, overcome the burden of manual testing, and ensure your CX channels are always working as intended.
Contact us today to learn why leading brands choose Cyara or check out our customer success stories to discover the benefit of our automated solutions.
