Quality Assurance and Enhance Customer Experience

Ensure Quality Assurance and Customer Experience?

With digitization and automation becoming the leitmotif of our existence, the quality of software that is at the core of everything and drives the big digital ecosystem needs to be at a top-notch level. Business enterprises have realized that software quality assurance is a specialized service, which should be done by experts. And with competition and changing customer preferences dictating the adoption of technologies and process methodologies (waterfall, agile, and DevOps), the role of software testing services has grown manifold. No matter what the type of software an enterprise is developing - mobile-based applications, IoT-based applications, medical device software, or web applications, quality is critical for their smooth and accurate performance. A software testing company having the resources (a testing center of excellence and a software testing lab, among others) can deliver digital assurance for software applications in an omnichannel environment.

As enterprises embrace digital transformation and upgrade their legacy systems to become more agile, responsive, result-oriented, productive, efficient, secure, and profitable, they cannot overlook the importance of software testing services. These ensure the key deliverables such as time-to-market, cost savings, and customer experience are achieved. However, not all quality assurance processes deliver the expected outcomes. According to Gartner, 88% of business leaders opine that their current QA processes are ineffective and not quite match up to customers' expectations. Hence, to be effective, business enterprises need to modernize their QA services, preferably by embracing automation and Artificial Intelligence. Let us understand how quality assurance services can ensure quality assurance and enhance customer experience.Knowing about the customers

As customer experience has become the determinant of success for any software application, software testing services need to focus on knowing their customers and their requirements. For instance, testers should know the customer expectations for the software application in terms of performance, usability, security, and functionality. This way, testers can prioritize the testing types that are suitable to customers' requirements.

Get input from all channels

Customer interactions with business enterprises take place at many levels and across many channels. These may be through phone calls, live chat, email, or social media, among others. Each channel has its response priorities that determine the satisfaction quotient of the customers. For instance, a social media message should be replied to within a few hours, a phone call immediately, and an email within 24 hours. So, while determining the satisfaction level of customer interactions across channels, the responses are likely to be different.

Net promoter score

A net promoter score would define how a customer is likely to recommend or promote a software product or solution to others. A good score would imply that the customer is happy with the quality of the product or service. QA testing companies need to understand the reasons behind a net promoter score and work accordingly. They need to deliver customer delight as the customers of today want personalized service, which goes beyond addressing their immediate issues.

Validating requirements for customer interactions

The software application in development should not only meet but even exceed customer expectations. To ensure the same, quality assurance services need to validate the functional and non-functional aspects of the application and think from the customer perspective. They should validate the requirements for customer interactions, namely, the loading speed of the application, its appearance and aesthetic appeal, the performance in an omnichannel environment, the smooth functioning of various elements, and usability.

CX to be a part of QA 

Customer experience testing should be executed, in addition to the scheduled testing processes, to find glitches or issues that can impact the usability of the application. This can be done by taking a user-centrist approach and tweaking the test plan. With customer experience testing, software testing companies can understand the requirements of customers and find out how the application can address their expectations. This approach will entail not only the testing of systems but the application and its surrounding systems in a holistic way. Also, this type of testing can facilitate customer experience by evaluating customer feedback about the application.

Conclusion

The success of any software application in the market can only be achieved by delivering a superior customer experience. And so, business enterprises should engage the services of experienced QA testing services with adequate resources and expertise to validate the software application on every established parameter.