Applause Customer Journeys
Company: Applause, Framingham, MA
Company Description: Applause is the world leader in crowdtesting. Thousands of brands of every size - including Google, Nike, BMW, and Paypal - rely on Applause and its global community of freelance experts to dramatically improve software quality, developer velocity, and overall testing effectiveness through unbeatable coverage and a full-service approach that delivers quick, actionable results.
Nomination Category: New Product & Service Categories - Software
Nomination Sub Category: New Product or Service of the Year - Software - Mobile Operations Management Solution
Nomination Title: Applause Customer Journeys
Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and performance to date:
Digital experience is now customer experience. And the only way to understand what customers want is to source real feedback from real customers.
Top brands like CVS, Macy’s, Walmart, John Lewis and other retailers know that consumers encounter friction along their path to purchase. These points usually go unnoticed and unheard of by brands, leading to lower conversion rates, loss of customer loyalty, and inefficient processes. Until recently there hasn’t been a product available to fully understand that customer journey and map the pain points along the way.
Applause Customer Journeys leverages a new application platform and the power of crowdtesting to solve this problem and improve customer loyalty, conversion rates, and, subsequently, the customer experience across all digital and physical touchpoints.
Crowdtesting puts digital and physical brand properties (such as mobile apps, websites, IoT and connected devices) into the hands of the testers that are representative of companies’ real customers. With the world’s largest global community of digital experts, Applause finds exactly the right type of people to test the products of leading companies and has access to more than 2.4 million different devices.
The Applause Customer Journeys solution delivers authentic user feedback for any type of digital or physical touchpoint. It is the only solution that can reliably engage participants from any country to travel to a specific site, perform tasks, and supply assessments and analysis about their digital experience.
By using the Customer Journeys solution, Applause clients are able to receive valuable feedback on any experience - digital, physical, or omnichannel. Testers go where real customers would, and interact with digital experiences in a way that mirrors real customer interaction.
In bullet-list form, briefly summarize up to ten (10) of the chief features and benefits of the nominated product or service (up to 150 words).
The Applause Customer Journeys solution features the following:
-Applause Platform – Software-as-a-service offering that provides an intuitive interface for clients to rapidly map and test customer journeys and consume the results in real-time
-Applause Mobile Apps – Native Android and iOS apps for participants, which provide an easy way to view task instructions, answer survey questions, and add attachments like videos, narrated screen recordings, and screenshots
-Expert Guidance – User experience and usability researchers deliver advice, ensure insights are actionable, and assist with journey creation and analysis
-Custom Communities – Clients have the flexibility to leverage their own tester groups (such as employees, customers, etc.) or build target lists based on Applause’s community of more than 300,000 digital experts across more than 200 countries and territories