17 May, 2023
Do you have a thorough understanding of customer experience dashboards and how to use them? If not, you’re probably not appreciating the full potential of your analytics software. Customer experience software gives mobile teams unique customer insights, and from this valuable data, product teams can optimize their mobile apps to enhance the customer experience.
Customer experience dashboards like UXCam’s enable a deep understanding of each and every action a customer performs and gives you some idea of why they took them.
So, you know you’ll be in safe hands in this article! Join us, as we go through exactly what customer dashboards are and how to use them effectively to improve your mobile apps and products. Let’s jump in!
A customer experience dashboard is a visual representation of key metrics related to customer interactions with a company. It can help businesses identify trends, pinpoint issues, and evaluate overall customer satisfaction levels.
Your customer experience dashboard is your go-to place for critical customer data. It contains all the information about your customers’ journeys and interactions with your products.
The precise metrics depend on the type of dashboard you’re using. For example, a product management analytics dashboard includes breakdowns of metrics like crash reports, number of active users, and number of rage taps, to name just a few. From your dashboard, you can access graphs, charts, and reports that will help you optimize customer experience.
These types of dashboards are typically used by customer support teams. They provide real-time data on aspects like tickets, ratings, and email communications. These help teams better understand their customers and their goals.
As you might’ve already guessed, live chat dashboards provide visual representations of live chat data. This can include the number of visitors, how many chats are currently happening, and the total number of chats within a given time frame.
Survey dashboards give customer support teams a detailed overview of survey results. If, for example, you’ve sent your customers a short survey to complete, the dashboard may show you how many people answered, what percentage gave positive responses, and your CSAT trend.
This type of dashboard measures customer experience and engagement of digital products, like mobile apps. They record different touchpoints in the user journey so product managers can conduct user behavior analysis. With these, you can see metrics like the number of issues customers have had with their product and issue trends across devices.
When you understand customer experience dashboards and how to use them, you’ll get a number of benefits:
Identify opportunities: Customer experience dashboards gather and simplify a huge amount of data that can show you discrepancies within your products and services. This will help you identify opportunities for improving your processes, as well as your digital products.
Provides clarity: Being presented with a lot of data can be overwhelming. Customer experience dashboards put your data into context so you can interpret it and use it to your advantage.
Reporting: A good customer experience dashboard will automatically generate clear reports. You can then cross-reference these with your goals and KPIs for insights into your progress.
Now we know what customer experience dashboards are, the next step is to understand how to use them effectively. Take these steps to get to the core of your customers’ experiences:
Leveraging data begins with choosing the right metrics. Even though data is the key to customer satisfaction, you still need to be smart about which metrics you focus on. If you’re a small business, for example, choosing too many might become confusing and stretch your resources too thin.
If you’ve got a mobile app, one of the most important factors that will judge how successful your app is, is engagement. But that’s such a broad term, and it can be hard to nail down actual engagement rates. That’s why you need to look at a bunch of other factors, like:
Average session length
This helps to break down engagement into measurable metrics, and with the assistance of session replays and heatmaps, you can access qualitative data that will help you identify areas of your app which is affecting user engagement rates. With this data in hand, product teams can develop solutions for any UI or bug issues that affect engagement, resulting in a more ‘sticky’ app.
The right customer experience analytics tool will give you visual representations of all your KPIs under one roof. In the case of mobile app experience analytics, your dashboard will show you an analysis of user journeys and highlight points of friction within your app.
UXCam, for example, makes analyzing data simple. Our software automatically tracks and records each action your customer makes in your mobile app. You can use heat maps to view specific touchpoints and identify any issues within your app and session replays to look at how users interact with your app to complete their objectives, identifying any bottlenecks they meet along the way.
Once you’ve chosen your software, it’s time to set up your dashboard. The defining factor here is simplicity. Dashboards should be easy to set up and navigate, and should be simple for even your non-technical teams to access.
To help you achieve this, the UXCam UXCam dashboard is customizable. Build your dashboard easily with our dashboard template and add widgets to display your chosen metrics. Furthermore, UXCam is cloud-based, so you and your team can access your dashboard from anywhere. Take advantage of features like data visualization and customer segmentation, and view this data in your dashboard with a click of a button.
Now your dashboard is up and running (with the right metrics, of course), you need to monitor your metrics. This becomes easier if you use a dashboard with lots of visuals like graphs and charts. Monitor your metrics over a set time frame for a good starting point for your analyses.
Now, it’s time for data analysis. Your customer experience dashboard shows you a wealth of data that has been broken down to provide all the steps of your customers’ journeys. You’ll notice now just how many factors influence customer experience.
Think about what action you want your customers to take. Perhaps you want them to make a purchase, watch a video, or book a demo. Analyze how far into this process your customers get. Hone in on things like rage taps, drop-offs, and other critical events to decipher why they’re not making it through the funnel.
You’ve analyzed your data and have learned what the problems are. Now you can take action to fix these problems. Perhaps, for example, a particular page takes too long to load. Or, it’s too difficult to press a button. Watch session replays to see exactly what the issue is and how to fix it.
The key here is to understand the good and the bad. This means you need to look at the good experiences to understand how they differ from the bad ones. To simplify this process, you can ask yourself some questions:
What is this data telling me about the customer experience?
Which stage of the customer journey is the poorest?
Which stage is the best?
Are there correlations between customer experiences and different segments and cohorts?
Work on improving customer experience in different segments and then move on to A/B testing. This can really help you narrow down what works best for your customers.
Finally, you must continue to improve. Keep analyzing and testing so you can refine your strategy and your products.
Customer experience dashboards can help you fine-tune your products. Not only is this true from a functional standpoint but also from a visual standpoint too. The data you analyze will help you understand precisely what your customers want from your app and which areas you can improve.
When you think about customer experience dashboards and how to use them, you might feel a little overwhelmed. With its out-of-the-box app user segmentation capabilities, intuitive dashboard templates, and a huge selection of dashboard widgets, UXCam makes the entire process as simple as possible. Sign up today to start your free trial.
You might also be interested in these;
Ardent technophile exploring the world of mobile app product management at UXCam.
Stay up-to-date with UXCam's latest features, insights, and industry news for an exceptional user experience.
Ensure your product's success with MVP testing. Learn what it is, how to validate your MVP, and best practices for gathering user...
Unlock the potential of your UX designs with our guide on UX concept testing: learn its benefits, best practices, and the top tools to enhance user...