Maximize End User Satisfaction with Robust Digital Experience Monitoring
April 08, 2024

Arshad Shariff

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Creating a seamless and satisfactory digital experience is paramount for businesses to thrive in this highly competitive world of online commerce. The success of your enterprise depends on the quality and usability of your application for your customers, regardless of the size of your organization. In order to stay ahead of the competition, organizations constantly gather insights and analyze their digital services to identify areas for improvement and enhance the overall digital end user experience. Not only does this help retain existing customers, but it also attracts new ones. This fosters customer loyalty and drives business growth.

What Is Digital Experience Monitoring?

Digital experience monitoring is the practice of monitoring and analyzing the complete digital user journey of your applications, websites, APIs, and other digital services. It involves tracking the performance of your web application from the perspective of the end user, providing detailed insights on user experience, app performance, and customer satisfaction. This process helps IT teams identify, address, and prevent potential issues before they impact end users, and assist in developing optimization strategies for a seamless and improved digital experience.

Why Is Digital Experience Monitoring Important?

Ensuring that your website or web applications are functioning smoothly is crucial due to the growing need for users to engage in digital activities like ecommerce and online banking. Even a slight performance issue can impact daily transactions and frustrate users. Moreover, identifying and fixing the root cause of performance problems quickly becomes a huge challenge for businesses to avoid downtime.

The first step in preventing this from happening to an end user is to identify where the issue occurred and then promptly addressing it to ensure a positive digital experience. The key is to have comprehensive visibility into the performance of your web application from start to finish, providing detailed insights into how digital services are functioning and how users are engaging with them in real time. This is essential for promoting user loyalty, reducing costs, retaining customers, and increasing revenue. Utilizing a proactive digital experience monitoring tool becomes crucial for achieving this goal.

What Are the Challenges Faced in Digital Experience Monitoring?

Despite the efficacy and quality of your digital experience monitoring tool, there are various challenges that can impact the overall user experience for your application. These challenges can be daunting enough to address and may include unforeseen issues that can affect a user's digital experience without any clear understanding.

Here is a list of common challenges that are encountered in digital experience monitoring:

Complex digital ecosystems: Today's digital world includes a vast network of interconnected systems, applications, and platforms. Monitoring how users engage with all of these moving elements can be difficult, especially if you do not fully grasp how everything works together.

Lack of data accuracy: Data collected from multiple sources in different locations may have inaccuracies, lack validity, and reliability. This makes it challenging to analyze and gain clear insights on application performance.

Diverse user conditions: Accessing your application from various regions, browsers, devices, platforms, and network conditions can lead to a range of issues for users and impact the overall performance and usability of your digital services.

Network performance impact: Applications delivered through servers, routers, and firewalls may sometimes introduce unexpected network latency, congestion, or errors, resulting in sudden service disruptions for certain users.

Backend issues: Applications with a smooth and interactive UX in the frontend may experience decreased performance for end users if multiple transactions and method calls made in the backend are not optimized.

What Are the Key Features of Digital Experience Monitoring?

A robust digital experience monitoring solution should be able to provide end-to-end visibility into the performance of your applications from the frontend to backend.

Following are the key capabilities that are required for digital experience monitoring:

Simulating end user journeys with session replays

Before deploying your application to live for usage, it is crucial to thoroughly check its functionality to identify any potential issues that may arise. This involves analyzing user interaction and performance of your transactions step-by-step, as well as examining specific components or bottlenecks that affect your application performance. This is especially important for critical business operations such as online banking, trading, or ecommerce. By thoroughly testing the application, any bugs or glitches can be identified and addressed before they impact the end users. This not only ensures a smooth user experience, but also protects the reputation and success of the business.

Analyzing actual user behavior patterns in real-time

Identifying the root cause of unexpected performance issues in the real-time deployment of your web application is always challenging, regardless of how closely you monitor it. While these issues can be caused by various factors like server overload, script errors, or external influences such as a sudden increase in traffic or network problems, identifying the specific element of your application responsible for the problem can be complicated. This makes quick incident resolution difficult. Therefore, obtaining complete visibility into how your end users are interacting with your application in real time becomes crucial.

Tracking website performance with deep insights

Enhancing the performance of your website is crucial for improving the end user experience in digital experience monitoring. In today's fast-paced online world, a high-performing website is essential for tasks like online banking, shopping, and browsing. A slow website can frustrate users and deter potential customers, leading to lost opportunities and damaging your brand's reputation. By optimizing your website, you can provide a better experience for customers and set your brand up for success in the competitive online market.

Monitoring application performance at a granular level

Ensuring a positive digital user experience for your applications requires monitoring both front-end and back-end performance. While front-end performance monitoring is required for user engagement and visual appeal, keeping a close watch on the back-end performance is crucial for the overall functionality of your application, especially during essential business transactions. Monitoring back-end performance with in-depth insights and identifying back-end issues such as slow SQL queries, loading delays, or connectivity problems at the code level is essential for ensuring an enhanced digital end user experience.

Automating alerts and reports for quick troubleshooting

Regardless of how much you monitor your application performance, unexpected real-time issues are bound to occur that can potentially impact business performance if not addressed promptly. Detecting and resolving these issues can be challenging, especially as the impact escalates over time. A failure to address these issues on time can result in significant financial losses and damage to a company's reputation. Therefore, it is essential for businesses to have a robust system in place for monitoring and addressing real-time issues to ensure smooth and uninterrupted operations.

Plan Your Digital Experience Monitoring Strategy with the Best Monitoring Solution

You need a proactive digital experience monitoring solution that can track application performance to ensure an enhanced web user experience and positive user satisfaction. Here's what a digital experience monitoring tool offers to help you obtain in-depth visibility into your website performance in real time:

Synthetic transaction monitoring

Synthetic transaction monitoring makes it easy for you to monitor the digital user experience of your applications and helps you detect any potential issues during the early development stages. It helps you to mimic user actions by simulating critical user transactions and provides deep insights into the performance of critical transactions in your application from an end-user's perspective. It helps you record and playback user actions on actual web browsers (eg. Firefox, Chrome) from various locations (such as enterprise branch offices) to identify whether the issue is widespread or localized and to resolve them well in advance to ensure a seamless digital experience for your users.

Real user monitoring

Real user monitoring (RUM) enables you to obtain real-time visibility into real user traffic for your application. It provides detailed insights into web transaction performance, user sessions, AJAX calls, JavaScript errors, and network response times that impact application performance. It allows you to analyze how your web application is functioning across different geographies, browsers, devices, ISPs, helping you to optimize the digital real user experience for your application.

Website monitoring

Website monitoring facilitates you to deliver a top-notch performance of your website, providing a seamless digital experience for your users firsthand. By tracking individual URLs involved in website interactions, it keeps a close eye on the overall performance and availability of your website and aids in early detection and rapid resolution of any potential issues that may arise. KPIs such as DNS time, connection time, first byte time (FBT), and last byte time can also be monitored, giving you a comprehensive understanding of your website's HTTP requests and response times. Additionally, you can simulate commonly accessed URL sequences to proactively identify and address any issues that may affect your website's performance.

Application performance monitoring

With application performance monitoring, you can achieve in-depth insight into your application's performance at the code level and enhance it. It offers a comprehensive view of your application's performance by analyzing transaction performance, database operations, background requests, and assists in troubleshooting problems efficiently through distributed tracing, service maps, and more. When combined with DEM, you can obtain a holistic view of your application's performance end-to-end with deep insights.

API monitoring

APIs are commonly used in digital services to allow software to communicate and share data within one another. While this improves functionality, it also adds complexity to data processing and can lead to issues. Disruptions in API functionality can negatively impact the end-user experience.
API monitoring enables tracking of end-user API performance and helps to provide incident resolution faster. It offers easy configuration for API monitoring, allowing for the assessment of endpoint availability and proactive monitoring of response times, HTTP status codes, and other important metrics, contributing to enhanced digital user experience overall.

AI-powered alerting and reporting to complement DEM
AI-powered alerting enhances digital experience monitoring capabilities. It collects data from various sources, analyzes telemetry to provide relevant insights, and enhances incident detection and response. By eliminating irrelevant alerts and reducing event noise, it can conduct predictive analysis using historical data and identify anomalies that traditional monitoring systems might miss.

Additionally, ML-based forecast reporting can predict application performance for future time periods, ranging from months to years. By harnessing the power of AI-based alerting and reporting, organizations can ensure a seamless digital end user experience without any issues.

Offering all these benefits, Applications Manager efficiently tracks application performance from a digital experience perspective and promptly notifies users of any problems. By thoroughly monitoring application performance and other key performance indicators, you can guarantee a smooth and satisfactory digital experience for end users without any hassles. You can experience the capabilities of Applications Manager by downloading a 30-day, free trial or by scheduling a free, personalized demo with our experts.

Arshad Shariff is a Technical Content Writer at ManageEngine
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