Get the facts behind user complaints

User complaints can be notoriously unreliable or inaccurate sources of information. The subjectivity of experience combined with stress or frustration clouds the picture. You need objective insights to process these three things: the facts, the user’s experience, and the user’s frustration. Ekara can help!
End User Experience
Objective data
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End User Experience

Speed up your response and alleviate user frustration

Ekara’s real-time consoles and alerting functions let operations staff know as soon as an incident occurs or service level thresholds are crossed. Teams can intervene to fix the problem fast, sometimes even before users notice. If you find out about an issue only after frustrated users report that apps are slow or “not working”, productivity and satisfaction take a beating.

Meanwhile, knowing the exact times when an incident started (and ended) facilitates communication. “With ip-label’s synthetic monitoring, we are able proactively to inform our helpdesk about issues. This improves overall communications and limits the impact on our business”, explains a national automobile association’s Head of IT Operations.

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Objective data

Objective, accurate data about the experience of application users

Ekara hybrid monitoring gives you insights into how well your application is running and also how users are experiencing it in their specific context. Synthetic monitoring tests the application around the clock with automated transactions, tracking its operation in a calibrated environment (backbone network, etc.). Real-user monitoring measures its behavior from the vantage point of each user, on his or her specific device, type of connection, OS and browser versions, geographical location, and time of day.

This dual perspective is crucial for understanding application availability and performance with respect to complaints. By combining measurements from both monitoring sources, you get an eagle eye view and accurate information about how the application is behaving and whether a complaint justifies intervention.