How does observability help prevent disruptions and enhance customer experience?

Retaining and attracting customers proves an increasingly difficult challenge to overcome due to the thousands of options found on the market. That is why companies must generate technology-driven strategies to offer unique experiences at each touch point. In this case, observability is a key tool for staying on top of changing consumer expectations and needs, and for quickly adapting as they evolve.

Online shopping, for instance, has seen exponential growth in recent years, becoming an integral part of everyday life for millions of people around the world. According to data from Payments and Commerce Market Intelligence (PCMI), e-commerce is estimated to have a compound annual growth rate of 33% between 2023-2026, the second highest in Latin America after Peru.

This rapid growth of e-commerce presents both opportunities and challenges for businesses. While increased online sales mean more revenue and a larger potential customer base, it also comes with added pressure to deliver seamless, high-quality shopping experiences.

In this regard, observability plays a crucial role in preventing disruptions and enhancing customer experience in e-commerce.

What is observability and why is it necessary in customer service?

Observability is the ability to understand the internal state of a system from its external signals. In the context of IT operations and software development, it refers to the ability to monitor, measure, and understand the performance and behavior of applications and systems in real-time.

Although often misunderstood as a buzzword, observability represents an evolution of monitoring practices toward more dynamic and distributed environments, such as cloud-native application deployments. Importantly, observability does not replace traditional monitoring, but rather complements it, enabling more effective visibility and improving application performance management (APM) and network performance management (NPM) practices.

In terms of customer service, observability allows companies to understand and improve the experience in real-time. By closely monitoring the performance and behavior of front-office systems such as call centers, online chat systems, and social media platforms, businesses can quickly identify any issues that arise and proactively take corrective action.

Additionally, it helps maintain customer satisfaction and reinforce the company’s reputation and operational efficiency.

How to integrate observability tools?

Integrating observability tools into an IT infrastructure is essential to ensure effective monitoring of the performance and behavior of applications and systems in real-time. Ikusi Full Visibility with ThousandEyes, for example, is one of the most outstanding solutions on the market to achieve this goal.

Ikusi Full Visibility with ThousandEyes provides a complete and detailed view of the network and applications. Through this tool, organizations can monitor the end-user experience, identify network and cloud bottlenecks, and obtain valuable insights into their digital service performance.

By integrating observability into their IT infrastructure, businesses achieve significant improvement in the ability to maintain the availability, performance and security of their applications and online services, contributing to a more robust and satisfying customer experience.

If you are interested in integrating these solutions into your company, contact us here.