The 2017 holiday shopping season set new records for online shopping. Online sales over the Black Friday–Cyber Monday weekend grew by 17.9% year over year, and consumers are more confident shopping on mobile devices this year, according to FGRT.
One reason for increased online and mobile sales is better customer experiences, which are key to not only keeping shoppers on a retailer’s site, but increasing the number of items shoppers add to their cart.
The experts at UserTesting know a company’s commitment to consistently improving their customer experience significantly impacts their bottom line.
“Best-in-class companies know that the key to improving customer experience (CX) is continuously gaining human insights from their target market. There’s no substitute for developing a deep, organization-wide understanding of your customers’ interactions with your brand,” says Jennifer Moebius, Director of Corporate Communications at UserTesting.
Real Users Provide Human Insights
Companies create and refine great user experiences on websites, apps, and in real-world environments for their customers, and it’s people just like you—actual customers—that play an important role.
UserTesting is the world’s most advanced customer insights platform. With more than 1 million people signed up on the platform to be participants, companies from all industries—retail, travel/hospitality, financial services, media, healthcare, and more—have the ability to leverage the power of human insights.
The company’s on-demand customer insights platform enables product managers, UX researchers and designers, marketers, and digital executives to connect with their exact target customer in a matter of hours and uncover actionable insights that drive ROI.
A Platform For Feedback
Before UserTesting was co-founded by Dave Garr and Darrell Benatar in 2008, obtaining human insights was time consuming, expensive, and a huge hassle. Dave’s idea to create a platform for collecting customer insights came when he was looking for a way to get quick feedback on website user experiences—and after tapping into his group of friends and neighbors for feedback, told Darrell about his experience—and the rest is history!
The company has experienced phenomenal growth—more than 35,000 companies have adopted UserTesting to make smarter business decisions. UserTesting’s customer base includes small- and mid-sized companies, as well as large enterprise customers. Companies like Microsoft and InterContinental Hotels Group use UserTesting’s newest product, My Recruit, to get insights from various customer segments.
Making HR Tech Work Together
Since UserTesting is a SaaS platform, background checks for new employees who have access to critical company data is important. “We want to verify that the information people provide is accurate, and that people are who they say they are,” says Sophia Hall, Recruiter at UserTesting. “Integrity is important to us.”
Prior to GoodHire, UserTesting was unhappy with their background check provider. The process wasn’t fully automated, and applicants had to fill out and submit forms manually, which slowed the hiring process.
With GoodHire’s seamless integration to UserTesting’s preferred applicant tracking system (ATS), SmartRecruiters, Sophia and her team are able to vet and hire the best candidates in the most easy and efficient way.
“Having the ability to perform GoodHire background checks directly from our ATS has made it so easy,” says Sophia. “Plus, applicants can enter their information directly into the platform, and I can easily and quickly review the background check results.”
With locations in Atlanta, Georgia, San Francisco and Mountain View, California, the company hires between 2-10 new employees per month, including remote workers. Sophia estimates that she spends an hour a month submitting, tracking, and reviewing results for all her background checks.
A high-quality candidate experience is just as important for UserTesting as their own customer experience. Ease-of-use and the ability for candidates to view and add comments to their background checks are just two of the many reasons Sophia appreciates GoodHire’s platform.
“I really appreciate being able to chat with the GoodHire team when resolving issues. If I have to modify a check, I love that I can just reach out to your team via chat and someone can help adjust it or answer my questions,” notes Sophia.
At GoodHire, we’re proud that our employment background checks help recruiters like Sophia build great teams—and pleased that our customer experience exceeds expectations!
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