Hitting the Bull's-eye with End User Monitoring

As someone who hails from the land of 10,000 lakes, I have quite an affinity for a certain large retailer with a bull’s-eye logo headquartered in Minneapolis. As a Quest employee who looks after user and customer experience management products, I have an affinity for websites that are available, performing and that provide a great customer experience. So imagine my disappointment when I heard one of my favorite retailer’s website had crashed during a major product launch! According to a company spokesperson, the resulting “mayhem” was unprecedented.

 

When any organization puts in the tremendous amount of work required to successfully launch a new, in-demand product, launch day is like the “Oscars”– all that hard work finally comes to fruition. If that launch is via your website, it’s Oscar day for everyone but the IT team. That’s because user experience is paramount to the success of a major launch but for most IT organizations, user experience is a blind spot – a metric traditional monitoring tools don’t illuminate. If customers or users have a poor experience there is a strong possibility you’ve lost them for good – that’s a metric that the business can track… in cold hard cash.

 

So, what’s an IT organization to do to prevent launch day mayhem? The short answer is to monitor user experience on your website in real-time. By keeping tabs on how users are experiencing service delivery and identifying any delays or processing errors they are encountering, you can quickly spot problems and deploy the right resources to resolve those problems before they impact the business. If you’re on a search for the ideal solution, here are my thoughts.

 

Erin's Top Six Attributes of the Ideal End User Monitoring Solution:

  1. See what real users are doing while on your website and let you see what they saw.
  2. Respond to problems before end-users call the help desk or abandon your website.
  3. Measure business impact of performance issues in dollars and cents.
  4. Definitively isolate performance issues to the client, network or IT infrastructure.
  5. See problems by geography, browser type and other common user attributes.
  6. Manage problems and incidents with real-time and historical data.

 

While Oscar day for this particular retailer has turned out to be a website fashion faux-pas, history doesn’t have to repeat itself. If your organization relies on its website to sell goods and services, to provide customer service, or to make a splash in the market, you need visibility into customer experience. User and customer experience is a metric that matters to the business and there for a metric IT must monitor and manage… on Oscar day, and every other day of the week.

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