Did you know that research indicates up to 70% of satisfied customers will return to make a purchase? Treating your customers well and delivering quality service are key ways to retain clientele and grow your business.
But what happens to customers who are not satisfied with your product or service? Are they lost forever? That's why you need to know customer pain points.
Customer pain points are the problems or issues customers have with your business. While some customers express dissatisfaction, others may not come forward. This can create financial strains on your business's profits, reputation, and earning potential.
Each business will have different customer pain points. For example, service-based companies may need to emphasize customer care more than some product or online-based businesses. Customer pain points in e-commerce will differ from customer pain points in brick-and-mortar businesses.
But, regardless of your business type or size, it's your job to make the customer's experience a positive one. Read on to discover how you can identify common customer service pain points.
Knowing your customer's expectations can help mitigate any disappointment and keep your client's satisfaction levels high.
How to Identify Customer Pain Points
How can you identify customer pain points? Before diving into the common problems and solutions, you must know how to recognize a customer complaint.
But most of all, do you know where to gather the information and data to address these concerns? The approach is internal and external.
Survey Customers and Channels
Customers voice opinions. Are you listening? In the age of social media and online reviews, your business has an opportunity to address pain points head-on.
Use these channels to gather customer data and create an actionable strategy to mitigate problems. Surveying your customers individually can help make them feel heard, valued, and included in business decisions.
For example, instead of accepting a returned product, email that customer. Gather insight into why they sent the product back. It will impress your customer and avoid future revenue loss.
If you have employees or work with a team, are you communicating with one another? Does the customer service team express concerns to marketing or leadership?
If a customer has a pain point, the whole company must hear the concern. Everyone should be on the same page and should be able to propose a valuable idea to remedy the situation.
You may still feel overwhelmed when considering customers' issues. Don't worry! Here are some common pain points with actionable solutions.
The Problem: Poorly Managed Customer Service
Do you have a customer service process? When customers enter your business or call your company, they expect a circle of care. This process sets expectations and delivers what they need.
For example, do you have a dedicated team to answer inbound calls? Do you have a store representative to assist clients on a busy shop day? If you lack the systems to help your clients, this can affect the efficiency of your business and the likelihood of repeat customers.
The Fix: Think Ahead Solutions
Get ahead of the customer experience and deliver above expectations. For example, instead of passing client calls from representative to representative, create a streamlined dial system. Or, on a busy Saturday afternoon, have extra team members on hand to assist customer shopping or work the cash registers.
The Problem: Inconveniencing the Customer
Today's customers want convenience. Are you making the service or product easy for them?
For example, do customers have to pay extra for shipping returns? Do you have an antiquated billing system? Are your service offerings confusing or time-consuming?
The Fix: Make it Easy
To increase conversion to sale and retention rate, make things easy for your customer! Consider fee-free shipping or drop-off centers. Streamline your billing to a few clicks.
Cut down the jargon on your service menus or website. Show customers, you value their time by making processes as quick and efficient as possible.
The Problem: Unorganized Data
Do you have a customer intake system? Do you understand your website analytics? Unorganized data is not only distracting your business, but it creates missed opportunities.
The Fix: Streamlined Processes
Data can reveal the customer's whole experience and show critical insights like purchasing behavior and more. If you want to increase your loyalty and sales, you'll need advanced tools. One of the exciting tools we found available is decibel.com. You can check them out and discover more solutions and capabilities that can help.
Streamlined data processes can transform your business and help you with your goals. It will directly impact your customer's experience and reduce pain points.
Conduct a Customer Pain Point Analysis
Now that you are clear on common issues and solutions, you can conduct a customer pain point analysis. This analysis will reveal what specific concerns impact your business. You may be surprised at your findings!
For example, you may have thought you had a convenient purchase system, but the data shows high levels of customer drop-off. What can you do to eliminate this? Together with your team, assess these specific challenges.
Then, use these solution ideas to create an action plan. Analyze as often as you introduce new products, services or gain new clientele. It ensures your processes are up-to-date and match customers' expectations.
Customer Pain Points Can Hurt Your Business. Know the Issues and Solve Them!
Customer pain points can wreak havoc on your business. Once your business's reputation or standards are tainted, it can be hard to regain trust.
To identify customer's unique pain points, know where to gather this information:
- Refer to surveys and communicate with your team.
- Customers look to your business for service. Think ahead of their needs and deliver quality service.
- Don't inconvenience your customers. Create solutions that deliver what they need with little effort.
- And finally, don't underestimate the value of data. Data is a powerful tool to address customer concerns.
Did you find these customer service pain points and insight helpful? Then, check out our other business stories.