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Customer Satisfaction: Why You Need DevOps To Provide Better E-Commerce Services

Glenda Tirona Glenda Tirona December 14, 2020
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Nobody could have predicted the influence of IT in other industries, especially commerce. What was once confined in computer rooms is now changing the way we transact and do business. Over the past few years, technology became a main aspect of retail, as customers lean more towards fast and accessible service.

Along with how IT creates a business landscape that focuses on speed and reliability, DevOps makes it possible for brands to keep up with customers’ growing expectations.

Some of DevOps’ many contributions include automation, fast deployment, and continuous integration. Improving consumer satisfaction is no easy task, but DevOps monitoring is an excellent way to boost your customer touchpoints.

The bigger picture

Ultimately, DevOps provides developer teams with the opportunity to optimize the software before it gets released. They can immediately identify and address bugs or issues from the root cause. 

DevOps continuous integration significantly reduces downtime and boosts communication between teams. As a result, customers receive only the best services brought by proactive software development. 

Moving beyond customer experience, DevOps as a service has more to offer for companies that invest in agile practices. In fact, DevOps organizations are 2.4 times more likely to scale at a rate of 20 per cent compared to its competitors. “By enabling faster recognition and response to issues, monitoring improves system reliability and overall agility, which is a primary objective for new DevOps initiatives,” explains The Gartner in its recent report.

DevOps imapacts Customer Satisfaction

Knowing what metrics to prioritize

The potential of DevOps continuous integration covers the entire software lifecycle. Many developer teams strive to apply best practices across all levels of production, but there is an advantage to prioritizing the essential metrics. In this case, it’s integrating DevOps to stages that are closest to your customers. 

For example, you could focus your efforts into improving downtime since this will directly affect your customers. Some aspects of your software development process have more impact on customers than others, so it’s best to assess each area beforehand.

In a nutshell, you’re better off investing your attention in customer-facing metrics instead of getting carried away with technical features.

How to build a customer-focused DevOps team

One of the tricky tasks of investing in DevOps for customer experience is finding the right people for the job. There are some crucial steps to create an effective customer-focused developer team.

The primary element of every DevOps strategy is combining your Ops people and your Devs people into a single unit with a single goal – excellent customer service. Your job is to help both sides adjust to working with each other. By allowing them to look at their roles and contributions, they’ll be more appreciative of what the other does to improve customer experience.

Once they’re settled, you can start measuring performance by setting clear and attainable metrics. Developers will handle the quality of the services and the products, while operations teams will deliver it to the customers in an effective and fast way. 

When joined together, DevOps teams are incredibly effective at gaining feedback and delivering platforms.

Improving customer experience

Meeting customer demands is indispensable if you’re building and establishing your brand’s online platforms. Failure to keep up with the changing consumer behavior could translate to lower business returns and lost patrons. In a bid to maintain market dominance, more and more companies are investing heavily in DevOps continuous integration to achieve customer satisfaction. 

Here are four important factors that illustrate how companies can refine their customer experience with DevOps.

  1. Zero Delays in Response

Customer service is vital because it’s the only way you can interact with your customers outside of the product or service that you offer. It can make or break their impression of your brand. For this reason, many companies put high regard on providing the best service possible, both for pre-sales and post-sales assistance. One of the critical factors is the timeliness of your response to a customer’s concern. Through continuous integration, organizations can integrate a well-crafted program that updates and addresses customer feedback at a much faster rate.

  1. Stable Environment

Working with a stable environment is a must for every developer. Without it, they run the risk of suffering from long lead times and scarce update releases. While it may not seem much of a big deal, these small setbacks can affect customer experience significantly – especially during a time when customers value speed and efficiency in a high-tech landscape. Continuous Integration/Continuous Development (CI/CD), made possible by DevOps, creates the ideal environment to minimize the risk of such mishaps. It’s a practice that makes codes available through a shared repository, making it possible for developers to check and improve every aspect with no integration problems regularly.

  1. Easier testing process

In addition to continuous integration, DevOps allows for automated testing – a process that’s much easier and more responsive. This type of testing identifies bugs and potential issues from the code early on so that developers wouldn’t have to worry about it during production. Addressing these bugs before release removes excess expenses incurred when fixing released products (which are typically higher than costs incurred during development).

  1. Faster delivery

Rolling out timely updates can impact a customer’s perception of your products and services. Your DevOps team must have the capability to keep up with tech leaders who release new versions regularly. If you can’t stay on the same timeline, your platform and your numbers will suffer. DevOps allows brands to stay ahead as innovation happens through automated tasks and streamlined delivery chains. As a result, your production team can work with a shorter timeframe while still churning out quality output.

  1. Competitive Pricing

It’s no secret that DevOps as a service dramatically influences a company’s cost structure for IT and other tech investments. Short time frames, streamlined production, and quick feedback cycles help reduce expenses without compromising the quality of work. When you add all those benefits up, you’ll find a significant drop in outgoing cash flow. There’s a minimum spend on time, effort, and resources. Such an effect will give companies the chance to price their services more competitively against other players in the market. This move is a delight for consumers who will not only be more willing to engage with your offers but will also start to build loyalty for your brand.

Glenda Tirona is an Operations Manager at Intelegencia. When she is not working, she Loves Goofing around and spending time with kids

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