Customer Journey Testing by Applause is a comprehensive solution that evaluates and enhances end-to-end customer experiences across multiple touchpoints. This service utilizes a global community of in-market testers who match specific customer profiles to replicate real-world journeys, encompassing both digital and physical interactions. By identifying friction points that may lead to customer abandonment, Applause aims to improve customer loyalty and increase conversion rates. The fully managed solution covers all aspects of testing, from best practices to execution and delivery of actionable results. Applause's approach provides organizations with holistic insights into their brand experience, enabling them to ensure a seamless, intuitive, and coherent customer experience across all channels. This flexibility to test across various environments and locations at scale helps businesses meet the evolving expectations of today's consumers.

Key Features

Real-world Testing Applause mobilizes in-market testers who match specific customer profiles to replicate end-to-end journeys in real-world conditions.

• Testing across digital and physical touchpoints
• Evaluation of functional, payment, UX, and operational readiness issues

Comprehensive Coverage The solution provides a holistic view of the brand's experience across all channels.

• Testing of digital platforms (mobile apps, websites, email notifications)
• Assessment of physical interactions (in-store kiosks, store clerks, curbside pick-up)

Flexible Testing Environment Applause offers the ability to test across any environment and location at scale.

• Testing at any time and on any device
• Location-specific testing to match business needs

Benefits

Improved Customer Loyalty By identifying and addressing friction points, businesses can provide a more cohesive and personalized experience.

• Enhanced customer satisfaction
• Increased likelihood of repeat business

Increased Conversions The solution helps identify digital and physical friction points that may hinder customer conversion.

• Reduced customer abandonment
• Higher conversion rates across touchpoints

Reduced Risk and Faster Launch Applause enables businesses to mobilize testers to stores before launching or expanding omnichannel services.

• Early identification of potential issues
• Faster time-to-market for new services or expansions