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From detection to resolution: The DEM workflow


Like finicky eaters, customers look for a smooth, satisfying meal with each course fulfilling their needs. A slow server, a confused menu, or a process hiccup all take away from the entire experience. Companies require a strong tool, such as digital experience monitoring (DEM), to not only spot the problems but also to promptly fix them. Similar to the kitchen manager eagerly acquiring ingredients and presenting the food, the site owner makes sure everything goes well without a hitch.

DEM is a proactive, data-driven approach that goes beyond problem identification to understand and enhance the entire customer journey. Crucial is the workflow, a laborious process that begins with detection and concludes with resolution.

How can a site owner identify the issues with the site?

The first step is to listen to your customers—and their digital interactions. A strong DEM tool details on all the main digital touchpoints, thereby serving as your digital ears and eyes. This comprises:

  • Website analytics: Monitor user journeys to track user behavior, identify drop-off points, and pinpoint areas where users struggle with navigation or find the information they need.
  • Application performance monitoring: Keep an eye on your apps' responsiveness and performance to spot any hiccups or latency problems that annoy users.
  • Customer feedback: Collect reviews, surveys, and comments from customers on their experiences.
  • Social media monitoring: Track internet discussions and keep an eye on how people feel about your business.
  • Internal systems data: Integrating internal systems data, such as support tickets and CRM data, provides a complete picture of customer interaction and allows you to identify recurring issues and patterns.

How can these data be used to resolved the issues identified?

Once the data is obtained, the issues will be identified, and then the next phase is the resolution stage. In this stage:

  • The data collected is used to find the causes. Questions like, was it a poorly designed webpage, a slow server response, or a confusing customer service interaction will be answered.
  • The problems that affect the customer experience more is prioritized.This will assist in ensuring that the most pressing issues receive prompt attention.
  • DEM enables you to forecast possible problems by using past data and trends in user behaviour. By taking pre-emptive action, these issues can be avoided and the customer experience greatly enhanced.
  • The continual feedback loop of DEM will help in tracking the success of the solutions that have been put into place, gather fresh information, and improve procedures for continuous enhancement.


Site24x7: Your DEM partner

A powerful DEM platform is offered by Site24x7 to manage and enhance your employee and customer experiences. Our tool helps you understand why problems arise and how to successfully fix them, going beyond just recognising problems. Site24x7's comprehensive data collection, real-time monitoring, and educational reports allow you to:

  • Reduce customer friction: Identify and resolve website and application performance bottlenecks in real time, leading to faster load times and smoother navigation.




  • Improve customer satisfaction: Gather client feedback and take aggressive measures to resolve issues, encouraging recurring business and goodwill.
  • Enhance employee efficiency: Simplify internal processes and give staff members the resources and knowledge they require to deliver first-rate customer service.
  • Increase business outcomes: Ultimately, a seamless digital experience enhances the bottom line, increases revenue, and improves conversion rates.

Anticipate consumer problems rather than merely responding to them.Make proactive improvements to your digital experience, increase client satisfaction, and propel business expansion by utilising DEM's capabilities. To find out how our DEM platform can improve your company, get in touch with Site24x7 right now.


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