The Importance of Understanding End User Behavior
Nearly one third of the time, IT learns about application problems because their end users contact support, according to Forrester Reports. This reactive mode can be costly for organizations since 89% of customers do not return after a poor experience. Ignoring what an end user is experiencing can lead to unnecessary turnover and high customer acquisition costs.
Watch the video: Excellent End User Experience is Like the Perfect Cup of Coffee
What to consider when selecting an end user experience monitoring tool
There are several considerations when selecting an end user experience monitoring tool. Does it offer real end user monitoring for all the applications and devices used by your employees? Can you correlate application activity, user activity and device performance to identify the root cause of problems? And, can you baseline performance and get alerted to problems when they occur on any of the devices used?
Before you select a vendor, it’s also important to consider deployment options, especially if your company has a cloud-first strategy in place. Many vendors provide both on premises and cloud deployment options so that you have the flexibility to deploy their solutions per your preference.
End User Monitoring with Riverbed
Riverbed SteelCentral Aternity automatically monitors and correlates together the three streams of data that constitute true user experience – user interactions, device health and performance, and application performance, as seen by the end user. It can be deployed on premises or as a cloud solution.
“The Travis Perkins Group is in better shape today because we now have real insight from SteelCentral Aternity – we know exactly what our colleagues’ experience is like, out in branch and store, and we can invest our time and energy where it really matters for them to enable a positive experience for our customers.” – Matt Greaves, Technology Director, Travis Perkins plc. Read the full testimonial >
