How to enhance the digital customer experience?
Observe & monitor your customers' behavior
Core components of the observation:
Metrics
Events
Logs
Traces
57%
of survey respondents found lack of context a top challenge with existing monitoring tools. Most respondents experience 6 – 20 monthly incidents.
5/5
67%
of respondents have seen an increase in customer satisfaction after adopting observability.
Source: ObserveInc.com
Shoppers rarely contact online sellers
regarding problems.
Instead, they abandon their shopping carts.
Key reasons:
Slow eCommerce sites
Long checkout processes
Payment failures
Shipping problems
Problems can erode sales, profits, and customer loyalty.
If an eCommerce business can identify issues before they become problems, negative scenarios can be avoided.
72.8% of cart abandonments occur in retail
Source: Annex Cloud
26% of shoppers abandon their carts because the checkout process is too long
26%
Source: Baymard Institute
eCommerce companies lose $18 billion in sales revenue annually
because of cart abandonment
Cart abandonment is at its highest in December
Source: Shopify
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