Insights (automated & preconfigured)

GermainUX is preconfigured to automatically detect and analyze friction points that affect CRM adoption, ERP efficiency, and eCommerce conversion. These insights help you understand and act on what’s blocking user adoption or business performance—without relying on manual guesswork or complex scripting.

Below is a breakdown of the key categories of friction GermainUX detects out of the box, all of which can be tailored to your specific environment:

CX Insights

A seamless customer journey—built on clear expectations, trust, and responsive support—is almost an art. GermainUX is preconfigured to automatically detect many customer experience issues and can be tailored to surface even more, based on your specific needs.

Examples of CX-related friction:

• Unexpected fees or shipping delays at checkout

• Limited payment options

• No return policy or unclear terms and conditions

• Poor customer support experience

Whether communication happens via chatbot, WhatsApp, or email, things can go wrong. GermainUX captures and analyzes these interactions—automatically detecting sentiment and helping prioritize the most impactful issues. Learn more about our automated Sentiment Analysis.

Process Insights

GermainUX helps predict the impact of internal issues before they reach your customers. These process-level insights focus on how your operations and systems perform behind the scenes—where delays, gaps, or inefficiencies can quietly disrupt the customer experience.

Examples workflow-related insights:

• Manual order approvals causing fulfillment delays

• Product availability not syncing in real time (e.g., showing “in stock” when it’s not)

• Marketing campaigns driving traffic to unprepared backend workflows

• Customer identity or loyalty data not flowing between systems

• Cart abandonment follow-ups not triggered due to automation failure

• Inefficiencies and time-wasting steps in business processes

• Inaccurate or outdated business data that may affect decision-making

• Underperforming marketing campaigns, including ineffective ads and landing pages

Technology Insights

Technology may seem seamless—fast, automated, and often out of sight—but technical issues can have a major business impact. GermainUX is preconfigured to detect and analyze revenue-blocking issues caused by poor code, infrastructure failures, or system anomalies.

Examples of technology-related insights:

• Detection of downtime and service disruptions using preconfigured KPI.

• Identification of slow or failing code that affects system performance

• Outlier detection to uncover abnormal behavior across systems

• Transaction tracing to track and analyze the flow of business transactions

• Preconfigured insights for other technologies.

UX Insights

GermainUX is purpose-built to detect and analyze user experience (UX) issues in real time—revealing friction points that can disrupt the customer journey and impact conversion. From behavior tracking to error detection, GermainUX provides deep, actionable insights tailored to your goals.

Examples of UX-level insights:

• Behavior analysis (e.g., heatmaps, user paths, journey analysis) to understand how users interact with your site

• Error detection to identify technical issues that frustrate users and impact their experience

• Feedback collection (e.g., NPS, surveys) to measure user satisfaction directly

• Interest identification, session monitoring, and session replay to pinpoint what users care about—and where they get stuck

• Monitoring of UX-specific KPIs for a deeper understanding of experience quality

• Web audit and SEO tracking to assess how performance and search visibility affect engagement

• Measurement of website KPIs to evaluate page effectiveness, content performance, and user flow

Automated Transaction

In addition to its automated insights, GermainUX offers powerful automation capabilities to proactively detect, alert, report - and, when possible, resolve - issues before they impact the user experience. Here are more details on the type of automation currently available.

Use Cases

Here, we provide more details about the use cases that Germain UX supports to enhance user experience and boost productivity.

How Germain UX does this?

GermainUX is designed to collect the most valuable insights while staying fully aligned with regulatory standards. Everything can be tailored to your needs, helping you avoid unnecessary spending on off-the-shelf tools and custom scripts.

• 7 components offered in Germain UX.

• Customize Germain UX to fit your specific needs.

  • Custom Automated Insights.
    Generate tailored insights based on your business logic and metrics.

  • Custom Automated Transactions
    Define custom user or system transactions automatically.

Service: Analytics

Feature Availability: 2024.3 or later