UserTesting introduces new templates for testing Social Commerce shopping experiences

UserTesting, which deals in video-based human insight, has released new social commerce templates for its Human Insight Platform that empowers companies to obtain fast, opt-in feedback from shoppers on popular social media platforms like TikTok, Facebook, Instagram, Pinterest, and WhatsApp.

The feedback will enable companies to create more engaging and impactful buying experiences for them.

UserTesting templates feature pre-built sample questions organisations can use as-is or customise it to fit their exact testing requirements. The company claims its new social commerce templates can help organisations better understand what their customers want when shopping on social media; the templates also can help companies optimise their customer experience across all the social media channels they use. 

Companies can, for instance, gain rapid user feedback on social commerce messaging, content, or the overall buying experience via Customer Experience Narratives (CxNs) — video recordings of actual social media shoppers who have opted in to share their perspectives and experiences as they execute a pre-built series of tasks and instructions online. CxNs give organisations a first-hand view into their customers’ experiences, so they can understand what target audiences want and expect from a social commerce experience.

It'll also enable organisations to see and hear a target audience’s first impressions and reception of social commerce shopping environments, reactions to purchasing through their favorite social media channels, and actions taken when completing a purchase via social commerce channels, and troubleshoot and correct social commerce pain points to ensure customers remain satisfied with their social media shopping experience.

“TikTok’s traffic last year surpassed even Google, making it the most popular website of 2021,” said Andy MacMillan, CEO of UserTesting. “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.”

The new social commerce templates adds to the other pre-built testing templates available on the UserTesting Human Insight Platform.

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