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Digital and OmniChannel User Feedback

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Digital and OmniChannel User Feedback

Understanding omnichannel customer journeys helps brands differentiate, retain customer loyalty, gain market share, and measure app performance.

· Performance Zone ·
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Great speaking with Charlie Ungaschick, CMO of Applause about their new user feedback solution to help companies increase conversions and brand loyalty. The Applause Customer Journeys solution delivers user feedback for any type of digital or physical touchpoint – including apps, marketing materials, websites, in-store, IoT devices, and more. It is the only solution that can reliably engage participants from any country to travel to a specific site, perform tasks, and supply assessments and analysis.

Clients can leverage the solution to understand what customers like or dislike about products at any stage of the software development lifecycle – from prototype to production – or within any type of brand touchpoint – from apps to in-store experiences. Through the Applause Platform, clients define the journey structure and demographic requirements (or invite their own) and then view results through a real-time dashboard. Using the Applause mobile apps, participants can easily register, find work, and get paid to complete journeys. The intuitive mobile app guides users through tasks where they answer questions and submit a detailed sentiment.

“The most successful companies are those that understand their customers, and build user feedback into their development processes,” said Charlie. “The Customer Journeys solution is the first and only user feedback platform that goes anywhere customers go, and it’s backed by the world’s largest community of software experts.”

The Customer Journeys solution features the following:

  • Applause Platform – Software-as-a-service offering that provides an intuitive interface for clients to rapidly map and test customer journeys and consume the results in real-time.

  • Applause Mobile Apps – Native Android and iOS apps for participants, which provide an easy way to view task instructions, answer survey questions, and add attachments like videos, narrated screen recordings, and screenshots.

  • Expert Guidance – User experience and usability researchers deliver advice, ensure insights are actionable and assist with journey creation and analysis.

  • Custom Communities – Clients have the flexibility to leverage their own tester groups (such as employees, customers, etc.) or build target lists based on Applause’s community of more than 300,000 digital experts across more than 200 countries and territories.

This provides real-time voice, text, and video feedback to development teams, product developers, CX professionals, and chief development officers capturing the emotion and context of the respondent. This results in much richer insights for everyone working on the project and enables different questions to be asked and different scenarios to be tested for closed-loop feedback and faster iteration.

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