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How retailers quickly find & fix user experience points of friction with Quantum Metric.

October 3, 2022 By: Elissa Quinby

The pandemic has changed retail in a big way, and it continues to evolve in ways we can’t always anticipate. 

The supply chain remains broken, with summer goods arriving just in time for fall markdowns, and the cost of raw materials has stayed high. Meanwhile, on the consumer side, inflation has made many shoppers more budget conscious than ever. They’re cutting back on non-essential purchases and trading down from popular brand names to white-label products.

How are retailers coping with a wild economy and a shopping slowdown? The CEO of Google’s parent company said it best: “Work with greater urgency, sharper focus, and more hunger than we’ve shown on sunnier days.” The retailer efficiency era is upon us, and no matter the function or level, retail employees are being told to “do more with less.” Time, resources, and people are all hard costs. Digital teams must zero in on where they can save time, get by with less headcount and budget, and streamline their internal processes in order to survive.

The challenges for retail UX are adding up quickly. Where should digital teams start optimizing the friction their website or mobile app creates for their users? How will retailers find errors and address them promptly? What are some ways to drive efficiency in solving these technical errors and, by doing so, create a frictionless user experience across mobile devices and web apps

Quantum Metric is here to help.

How Quantum Metric enables retail teams to reach digital efficiency. 

With Quantum Metric, digital teams can:

  • Find and fix errors faster (including escalations from executives and other higher-ups)
  • Optimize the customer journey so customers get through to checkout seamlessly, driving higher lifetime value with good experiences
  • Create a culture of self-service, where your team can answer their own questions without relying on cross-functional partners

How does Quantum Metric do this? We capture 300+ behavioral and technical data points and over 60 out-of-the-box errors. We use machine learning to detect customer frustration points, so retailers receive real-time alerts for notable/outlier changes in business metrics. With Quantum Metric, retailers find user flow errors and resolve escalation in hours vs. days to maximize user retention.

This is valuable because retail teams continually look for ways to improve the customer experience and user journey. Quantum Metric provides a solution that helps teams find and fix errors faster, which leads to a better customer experience. 

What’s more, with Quantum Metric’s self-service capabilities, retail teams can answer their questions without relying on replicating issues internally or by convening numerous meetings.

How is Quantum Metric helping retailers?

Let’s look at how three customers have used Quantum Metric to find insights and resolve unwanted friction faster.

A big box retailer reduces error identification time to 30 mins.

Before Quantum Metric, a big box retailer often struggled to identify the root cause behind customer frustration and technical errors. Their engineering and product teams used both Adobe and Splunk for insights, but it took too long and required too many resources to identify and correct errors in customer experience.

With Quantum Metric, this big box retailer can pinpoint precisely where and why an error occurred. In one case, a website VIP reported that the checkout page was blank. The engineering team validated the feedback via session replay and saw a corrupted JS bundle error that Quantum surfaced. The error impacted over 6% of cart views and showed a 29% drop in CVR. The team identified the issue within 30 minutes of its reporting and resolved it the same day. The retailer saw a multi-million dollar revenue uplift per day post-fix. 

A Product Manager summed it up best: “Before Quantum Metric, we’d use our phones trying to figure out how to replicate an issue we heard about. Oftentimes that doesn’t work because there are so many preconditions to trigger that behavior. We were left guessing. QM is super powerful and makes our life easier.”

A quick service restaurant resolves a customer friction point at checkout.

Before Quantum Metric, a quick service restaurant spent weeks trying to find the root cause of a conversion-blocking issue. For example, a friction point at checkout affected thousands of people and various teams who all struggled to understand why.

With Quantum Metric, the digital team immediately found two checkout errors when guests logged in and tried to complete checkout via PayPal or credit card. The team used session replay to validate the issue and readily prioritized the necessary fixes, leading to an overall conversion rate increase of 5.3% for this user segment.

A grocery company prioritizes solving an out-of-stock customer friction point in the cart experience.

A grocery company with online and mobile solutions struggled to meet customer demand. Customers were frustrated that the only solution for out-of-stock items was to remove the item from the cart. Average order values were down, but the grocery company didn’t understand the impact of how much it was costing annually.

With Quantum Metric, they were able to size the impact to a loss of $68 million a year on out-of-stock items. Quantum Metric also helped the team identify that their “frequently ordered items” page had a button next to “out of stock” that said “see substitutions,” and 30% of users were engaging with that option. With this data, the team moved “see substitutions” to the cart interface to potentially recover $3.2 million annually. They were able to quickly make this switch and see immediate results. 

Beyond the recovered revenue impact, a Product Manager said, “Prior to Quantum Metric, one escalation took 5-10 hours a week & involved 3-5 people. Now, I can resolve a single escalation by myself in under an hour.”

These friction identification and resolution efficiency gains add up, especially over time. 

Drive digital transformation faster with Quantum Metric. 

If your retail business struggles to keep up with customer demands and identify technical issues quickly, consider using a tool like Quantum Metric to meet evolving user expectations. With its help, you can find and fix errors faster, improve user experience, and increase revenue.

Interested in learning more about how Quantum Metric enables retail teams to achieve digital efficiency across the organization? Join us for a live demo

You can check out part two of our blog series for how to save time and resources by finding insights faster. 

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