{"id":11519,"date":"2019-10-10T04:49:57","date_gmt":"2019-10-10T04:49:57","guid":{"rendered":"http:\/\/abstracta.us\/blog\/?p=11519"},"modified":"2025-05-05T21:23:12","modified_gmt":"2025-05-05T21:23:12","slug":"software-testing-is-necessary-for-delivering-superior-customer-experiences","status":"publish","type":"post","link":"https:\/\/abstracta.us\/blog\/software-testing\/software-testing-is-necessary-for-delivering-superior-customer-experiences\/","title":{"rendered":"Why Software Testing is Necessary for Delivering Superior Customer Experiences"},"content":{"rendered":"

\"customer<\/h1>\n

Why should testing be a priority for today\u2019s marketing and CX professionals?<\/span><\/h1>\n

Since the recent\u00a0Forrester Research event, <\/span>CX SF<\/span><\/a> (which we attended as sponsors), we\u2019ve been reflecting upon the relationship between software quality and the customer experience for brands that are seeking to innovate and stand out in a sea of growing competition.\u00a0<\/span><\/p>\n

One recent experience of mine really highlighted this for me; I recently moved to Berkeley, California, so I\u2019m still buying some furniture and other items for my home. I was\u00a0about to complete an online order from a very famous store that included more than 20 items in my cart. All went well until I hit the \u201cplace order\u201d button.\u00a0<\/span>After<\/em> I had already finished the transaction, I was notified that some things were out of stock, others were discontinued, etc. This seems like an operational problem, but from my perspective, it\u2019s also a software problem; the site didn\u2019t alert me about these different issues, which caused this part of the process to ruin my experience. Then, I had to call customer service, spend\u00a0an hour on the phone, follow a lengthy process to get my refund, and so on. In the end, I had undergone stress, frustration and disappointment.\u00a0<\/span><\/p>\n

Not only did I tell all my friends about the horrible customer experience I had on the popular retailer\u2019s site (from which I decided to never buy from again), but the company also paid for this bad experience with the extra costs associated with the transaction: the customer support, the added operational management, etc.\u00a0<\/span><\/p>\n

Forrester\u2019s research has shown that in today\u2019s day and age, <\/span>brands have to deliver the best experience, both on and offline in order to compete, and deliver quickly.<\/b> In this post, we\u2019ll cover the cost of poor quality online customer experiences, which could affect the whole customer experience (like in my furniture buying story), why software testing is necessary, and tips for how to zero in on quality.<\/span><\/p>\n

<\/span>The Cost of Poor Quality Websites and Mobile Apps<\/b><\/span><\/strong><\/span><\/h2>\n

Can you think of a time when a brand\u2019s website wasn\u2019t working well or a tool you used at work failed to meet your expectations, so you abandoned it? There are plenty of day to day instances like these, and with the ease of shopping and doing business online, the cost of switching between alternatives for customers has never been lower, with the \u201cend subscription\u201d or \u201ccancel account\u201d option never far from reach. Or worse, would-be buyers abandon their shopping carts simply by going to a competitor\u2019s site that\u2019s only a few keystrokes and a couple of clicks away.\u00a0<\/span><\/p>\n

This is why it\u2019s so important to uphold quality digital experiences, alongside those that are in-store. Here are just a few interesting stats about the importance of building quality software:<\/span><\/p>\n