Are you overlooking the hidden obstacles impacting digital experience (DX) and leading to lost sales?
Beneath the surface of your digital platform lies a wealth of hidden DX friction, stealthily disrupting your customers’ online journeys. While these obstacles may remain hidden from your view, they have a tangible effect on your conversions. And while they elude conventional monitoring tools and error logs, their impact is keenly felt by your customers, leading to abandonment and lost sales
We share our experience of the primary causes of concealed digital CX friction, so you can begin to tackle them and safeguard your bottom line.
Understanding Business Logic Challenges
Business logic issues serve as a primary source of hidden DX friction, creating frustration and hindering the checkout process for customers.
These issues often arise from mishandled product information management (PIM), including complexities in product options, combinations, and stock management. Addressing these issues typically falls within the domain of business teams, so your tech teams are unable to rectify them.
Conventional error detection methods fail to identify these issues, leaving customers to navigate through obstacles such as missing prices or unresponsive add-to-cart buttons. The result? Missed sales opportunities and dissatisfied customers.
Navigating Intermittent Slowdowns
Intermittent slowdowns steadily chip away at conversions and contribute to abandonment rates, yet they often go unnoticed within your online store.
These slowdowns stem from complex interactions between underlying technological components and various plugins and tools. Their sporadic nature makes them difficult to pinpoint, manifesting in specific areas of your website, products or baskets or at specific times.
Customers encounter these slowdowns while browsing or making purchases, having a direct impact on abandonment. However, traditional monitoring tools may not detect these issues, leaving businesses to grapple with an invisible challenge.
Addressing Technical Errors
Technical glitches pose a significant barrier to seamless checkout experiences, frustrating customers and eroding trust in your brand.
Technical errors can result from bugs in your software or platform, compatibility conflicts, or issues with third-party tools and plugins. These errors manifest as unresponsive buttons, obscured checkout pathways, or confusing error messages.
From bugs in your software or platform and compatibility conflicts to issues with third-party tools and plugins, technical errors arise from the complexity of your digital infrastructure. These errors manifest as unresponsive buttons, obscured checkout pathways, or confusing error messages.
Such errors disrupt various aspects of your online store, impacting customer journeys and undermining confidence in your platform. Their sporadic occurrence makes them challenging to detect and address effectively.
Revealing and Resolving Hidden DX Friction
Addressing digital friction requires a shift in DX visibility and monitoring strategies, one that adopts a customer-centric approach and prioritises real-world interactions, on real browsers and using genuine operating systems. Only by interacting with your website as real customers do, and performing the same actions, can you identify and overcome the obstacles leading to abandonment and lost sales.
In the dynamic world of digital commerce, the pursuit of frictionless customer experience is ongoing. Are you ready to take steps to mitigate hidden CX friction and reduce abandonment?
To learn more about the hidden causes of friction and how to tackle them, read our eBook ‘Uncovering the hidden causes of digital CX friction’.
