Customers are the end users of enterprise applications, websites, and other digital channels. Since everything is designed for end users, the digital experience should be better. Customers don’t like using an unresponsive enterprise application because they have many options. Enterprises must know how well customers interact with their applications, websites, and other digital channels. For the same, they count on EUM (End-user Monitoring), also known as end-user experience monitoring. Without EUM, enterprises cannot identify the incidents hampering service availability. In today’s digital age, end-user monitoring has become a norm for enterprises. However, an organization must successfully implement EUM strategies. Let us discuss the best practices for EUM and how it improves business efficiency.

What exactly is EUM?

EUM involves monitoring the behaviour of applications when end-users interact with them. One can say the performance of applications is monitored via EUM. Also, the experience of end-users is taken into account. When there is a lack of service availability, the end user might not have a good experience. Glitches, speed bumps, and broken functionalities can also hamper the end-user experience. With EUM, one can know the things hampering the experience for end-users. EUM is a little different than application performance monitoring. Besides checking the performance of applications, EUM also checks the way end-users interact with applications.

Enterprise applications aren’t the only things monitored via EUM. End-users can rely on websites, interactive kiosks, and other digital solutions to interact with brands. With EUM practices, the experience of customers across all digital channels/devices is monitored. Also, there is no guarantee that the end-user will be a human. Sometimes, enterprises indulge in synthetic end-user monitoring. In such a case, a synthetic user follows the same path as a real customer. With synthetic monitoring, enterprises can identify common user problems proactively. One can say EUM is a combination of RUM (Real User Monitoring) and synthetic monitoring.

Best practices for EUM in 2023

Now that you know the concept of EUM, let us discuss the best practices for enterprises. If you do not have the right strategy, you might end up wasting funds on EUM. Here are the best practices for EUM:

Set EUM alerts

Whether it is synthetic monitoring or RUM, you need to know when an issue is encountered. All the digital channels used by end-users must be monitored round-the-clock. Whenever an issue is encountered, the concerned IT teams must be informed in real-time. Usually, enterprises have a dedicated platform/software solution for end-user monitoring. The platform must alarm the respective IT teams. Alarms can be set for any incident, like a speed bump or a site crash.

The respective IT teams will receive the alarms and think of the next action. If the incident possesses a great risk to service availability, it will be fixed right away. You cannot think of browsing through the customer experience and application performance data. By browsing through the data, you might identify the performance errors/outliers. However, you will not identify IT incidents immediately, as data analysis will take some time. For the same reason, you need a monitoring solution that performs data analysis and generates alarms for IT incidents immediately.

Traditional EUM tools cannot generate alarms due to fewer data analytics powers. Not to forget, the complexity of enterprise applications has increased in the recent past. For the same reason, you need an AI-led solution for end-user monitoring. You don’t have to set alarms with an AI-led monitoring solution. It will monitor the user experience across all digital channels and generate alarms after finding outliers. AIOps platforms are currently the best AI-led solutions for end-user monitoring.

Increase focus on transaction monitoring

Enterprises must invest in transaction monitoring, as it goes beyond checking service availability and common speed bumps. You might not know much about the customers’ experience when they are simply browsing your website or app. When the end-user performs a transaction on your application, it is the best time to monitor their experience. A transaction can be any action taken by the end-user on the enterprise application. For example, a customer trying to register on your website is a transaction. Similarly, a customer trying to pay for a product on your website and check out is a transaction.

Test the user experience in different territories

Do you know that end-user experience might differ from one jurisdiction to other? If you are offering services across the country, you need to check the end-user experience in different states/cities. The burden increases for global companies offering services in different countries. Again, you need a reliable solution for monitoring the user experience in different territories. AIOps platforms are the best in collecting experience data from remote locations. You can boost service reliability across territories.

Mitigate the performance issues

The main aim of EUM is to find the performance errors that hamper the customer’s digital experience. What’s the point of finding performance issues when no one is there to fix them? If an enterprise is not fixing the performance errors, it is investing in EUM for no reason. Make sure your IT teams are ready for the next step after receiving incident alarms. They should quickly acknowledge the incident and fix it to maintain the customer experience. Enterprises can rely on AIOps platforms to fix performance errors immediately. An AIOps-led solution will provide you with the root cause of an incident, thus reducing the MTTR (Mean Time to Repair). It will also provide actionable insights to fix end-user experience issues faster.

Have a single view of performance/end-user experience data

End-users will use your digital channels from different locations. They will also use different devices to interact with your application, like desktops, smartphones, and tablets. Businesses must make sure that service availability is not hampered in any case. The end-user monitoring solution will collect performance data from different sources. It will also generate alarms when the end-user faces an experience issue. All of this must be visible under a single dashboard. There’s no point in having multiple monitoring solutions and getting confused.

An AIOps platform will show you all the EUM results under a single dashboard. Adopt your EUM solution right away!