UserTesting Adds Social Media Shopper Features

On-demand insights firm UserTesting has added 'social media commerce' templates to its platform, allowing companies which are building products to obtain opt-in feedback from shoppers on platforms such as TikTok, Facebook, Instagram, Pinterest and WhatsApp.

UserTesting's 'Human Insight Platform' allows organizations to see and hear users' experiences of products and brands first-hand, as well as their reaction to concepts. Feedback from opted-in, targeted groups is used to generate video-based 'Customer Experience Narratives' (CxN), typically in less than a day, and often within a few hours.

The firm's new templates have been developed to help clients understand what their customers want when shopping on social media, or optimize their customer experience across social media posts, stories and video content. Templates feature pre-built sample questions organizations can use as they are, or customize to fit their exact testing requirements. Feedback can be obtained in the form of video recordings from contributors that have opted-in to share their perspectives and experiences as they conduct a pre-built series of tasks and instructions online.

CEO Andy MacMillan (pictured) comments: 'It's no surprise a recent Accenture study predicts shopping on social media platforms will reach $1.2 trillion globally by 2025. While this shift gives retailers new opportunities to better connect with and cater to their customers, the ones that win will be those who proactively meet and exceed customer expectations by quickly, intimately understanding exactly what customers want when shopping on social media'.

Web site: www.usertesting.com .