{"id":1572,"date":"2019-11-13T17:42:29","date_gmt":"2019-11-13T17:42:29","guid":{"rendered":"https:\/\/www.cloudnowtech.com\/blog\/?p=1572"},"modified":"2022-05-25T10:55:16","modified_gmt":"2022-05-25T05:25:16","slug":"superior-customer-experience-comes-with-exceptional-quality-assurance","status":"publish","type":"post","link":"https:\/\/www.cloudnowtech.com\/blog\/superior-customer-experience-comes-with-exceptional-quality-assurance\/","title":{"rendered":"Superior Customer Experience comes with Exceptional Quality Assurance"},"content":{"rendered":"

Given the demanding expectations of the <\/span>present-day customer<\/span><\/a>, the need for a seamless <\/span>digital onboarding<\/span><\/a> process, a simplified <\/span>payment integration<\/span><\/a>, and overall <\/span>superior customer experience<\/span><\/a> cannot be overstated.<\/span><\/p>\n

While responding promptly to customer demands through an agile methodology and DevOps approach<\/a> is key to <\/span>delivery without delay<\/span><\/a>, it is also important to ensure that the product\/service delivered is of the highest quality. That\u2019s where an exceptional quality assurance (QA) process becomes essential.<\/span><\/p>\n

The Relationship Between Quality & Customer Experience<\/span><\/h3>\n

Consider this scenario: A potential customer tries to onboard your bank, through the digital onboarding process you have in place. All the facilities required to complete the otherwise long and tedious process are available on your bank\u2019s website. The customer seems happy with the overall flow of the process until, suddenly, she encounters a technical glitch. It could be the sudden slowdown of the site or the disappearance of all the documents she had just spent ten minutes scanning and uploading. Worse, still, now the customer realizes that the process must be initiated again from the beginning.<\/span><\/p>\n

Here\u2019s another scenario: The customer tries to make an online transaction through your net banking platform. The money has been deducted from his account but there is no confirmation that the transfer has been successfully completed. The customer begins to panic, unsure of where the money has gone. Has the payee received the amount? Is the transaction still processing? Will he get a refund? Should he reinitiate another transaction for the same amount?<\/span><\/p>\n

In both cases, the customers have had a poor customer experience despite the required features and functionalities of the service being in place. The reason has been the poor quality of the service itself, thanks to bugs and technical glitches that went undetected during the testing process. In the highly competitive market, can you afford to make such a mistake?<\/span><\/p>\n

The Cost of Poor Quality Assurance<\/span><\/h3>\n

What is the cost of poor quality assurance? The customers, in both the aforementioned scenarios, would have gone through a series of negative emotions during and after the process. These negative emotions – anger, frustration, panic – are directed, not at the singular experience, but at the company that offered it.<\/span><\/p>\n

What\u2019s more, the customers would have wasted time and effort to get in touch with customer service executives, and to find a solution for the problems they faced. They would have also told all their friends and loved ones about the experience they have had, and thereby reduced the chances of any of them wanting to bank with the same company again. Remember, word of mouth is still one of the <\/span>most powerful forms of marketing<\/span><\/a>. Making matters worse, the customers take to social media or review platforms and talk about the agonizing experience they have been through! With <\/span>90% of customers<\/span><\/a> today searching for reviews before making a purchase or opting for a service, this is indeed bad news for the company.<\/span><\/p>\n

Making Quality a Priority<\/span><\/h3>\n

According to a recent <\/span>report<\/span><\/a>, software developers make 100 to 150 errors (on average) for every 1,000 lines of code. This may be inevitable, but its effects can be mitigated through software testing and quality assurance.<\/span><\/p>\n

The software testing process carried out by specialized testers with the ability for critical thinking, an eye for detail, and a keen understanding of customer satisfaction and customer experience is an essential step in any development process. But that is not enough! An ideal software testing process will include risk analysis, performance testing, regression testing, functionality testing, mobile (and other devices) testing, API testing, UI testing, and security testing.<\/span><\/p>\n

Continuous Quality Assurance through Test Automation<\/span><\/h3>\n

It is important to make testing a continuous, ongoing, and automated part of the development process, as in an agile methodology<\/a>. Test automation, a process which makes use of specialized tools to automate and control the execution of tests, is also a highly recommended process.<\/span><\/p>\n

Test automation comes with the following benefits:<\/span><\/p>\n