OMNICHANNEL FEEDBACK AND TESTING

Real world, human insights. Not just more data.

From online to in-store, your customers demand a cohesive omnichannel experience. Each channel must work in harmony to drive customer loyalty and improve conversion rates.

With Applause, real customers traverse digital and physical customer journeys - indicating what they like and dislike and what went wrong. It’s the only way for global brands to gain a holistic view of their end-to-end customer experience.

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Benefits

REDUCE RISK

REDUCE RISK

Validate store readiness, integrations, and cross-channel app experience

Launch Faster

LAUNCH FASTER

Instant feedback from real customers on any device in any location

CUSTOMER LOYALTY

IMPROVE CUSTOMER LOYALTY

Ensure design intent matches customer expectations

INCREASE CONVERSIONS

INCREASE CONVERSIONS

Identify digital and operational friction points that contribute to drop-off and abandonment

Research: Surveys

Understand CX from Your Customers’ Perspective

Whether it’s a problem with the app, store signage, or even employees, the root cause of poor omnichannel experiences is traditionally difficult for brands to capture. Data-focused solutions can provide “the what”, but only Applause goes beyond the numbers to provide “the why.”

By sending real people along your customer journeys, you can ask the questions you wish everyday customers would be willing to answer. All while watching and listening to user reactions on any app and real world experience.

  • Select participants from any demographic in any country
  • Create tasks and questions and view realtime results, reporting, and metrics
  • View photos, screenshots, narrated screen recordings, and videos as participants document their physical and digital experiences
  • Capture feedback on ease-of-use, likes and dislikes, opportunities for improvement, and brand experience while identifying bugs/issues within the combined digital/physical experience
  • Applause UX expert provides guidance on task/question creation, analyzes results, and makes recommendations
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Use Cases

Just a few experiences we help our clients perfect

Retail

Retail

Buy online pickup in store

Food

Food

Mobile order ahead

Financial

Financial Services

Multi-channel account opening

Travel

Travel / Hospitality

Remote room unlocking

Automotive

Automotive

Infotainment control and integration

Media

Media

Multi-device streaming

"

What we really needed to know was how humans would use this app. People use smartphones in many different ways, so we needed to make sure the user experience lived up to expectations – and that’s where Applause provided such value."

Charlie Young Lead Mobile Strategy Consultant, National Health Service
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Improve Business Outcomes

Applause Omnichannel Feedback and Testing enables CX and Development leaders to identify and remediate issues within:

  • Web / mobile applications
  • Brand messaging / experience
  • Store operations / integrations
  • Store / physical customer experience (e.g. store employees, hardware integration)

Is your inability to ensure a consistent brand and user experience impacting customer satisfaction?

  • Gain visibility into customers brand engagement and buying experience
  • Identify customer friction points as they move between channels
  • Benchmark experiences by personas, location, customer journey

Are you responsible for an app in the omnichannel journey? Go beyond meeting internal requirements to ensure your applications work in the real world.

  • Execute in-store or physical testing at scale anywhere in the world
  • Match broad customer use cases, device coverage, and geo coverage
  • Launch new features into new service areas with confidence
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"

We spoke with market research groups, secret shopper companies, and other app testing companies but Applause really understood best what we were trying to accomplish.”

Zach Koff COO, Shake Shack