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A successful business depends not only on sales. Understanding customer pain points is also important for achieving business success.
This article elaborates on understanding what a customer’s pain point is, the types of pain points, how to address it, and how to overcome it.
What is a customer’s pain point?
Customer pain points refer to issues or challenges faced by customers while using the product or service. These pain points may vary in situations related to products, services, or customer service. For example, customers may feel issues in pricing, quality of the product, issues in implementation, or bad experiences in customer service.
Types of pain points
Four types of pain points may vary based on issues customers face such as process, financial, support, and productivity pain points.
- Process pain points: This type of pain point is what customers face in internal processes like getting late responses and making customers wait for a long time. This may include too long processing, poor customer service, delay in delivery or tracking, and too many repetitive steps in completing tasks.
- Financial pain points: Financial pain points are customers feeling unsatisfied related to the price or quality of the product. Customers may feel the product’s price is high and hesitate to purchase.
- Support pain points: This refers to the situation when customers don’t get a proper response from the customer support team. This may result in creating a negative impact or customers may lose trust in the company.
- Productivity pain points: This type refers to the issues arising from customers using your products. Customers may feel that they are wasting their time using this product. It may include using complicated and redundant processes or facing compatible issues in implementation.
How to address these issues?
Collect and analyze feedback
Use customer service platforms for collecting and analyzing customer feedback. The customer support team should focus on collecting feedback and categorizing it. Based on the issues, feedback should be sent to the respective departments to sort out the issues. Yorodesk can provide a streamlined process and built-in online forms for collecting feedback. Also, it automates the analysis process and categorizes based on the issues. This enhances the customer support team’s efficiency in addressing these issues.
Listen actively
Always listen carefully to the customer conversation to understand their needs, issues, and any relevant conversation. This helps the team to meet their requirements and can provide better service. This can avoid any issues, or it can be sorted out easily.
Conduct surveys
Surveys can be conducted to understand their pain points. Instead of using traditional survey methods, these surveys can be conducted in various ways like thank you page surveys, email platforms, or social media platforms. The team should choose where customers are actively spending their time and which platforms will be more effective for conducting these surveys. Research says that a thank you page survey is more effective than all others.
Use data analytics
The customer support team can use data analytics to analyze various information. Tools like Yorodesk provide data analytics features to analyze huge sets of data and provide reports based on several factors. These reports give valuable insights into the customer pain points that help the team to make better decisions.
Use open-ended questions
Open-ended questions are always better than closed-ended questions. Open-ended questions help in better understanding the situations and reasons. Answers to these types of questions may be elaborated and provide detailed explanations. So, to understand the customer pain points clearly, always prefer open-ended questions.
Observe your competitors
Try to analyze other businesses in your industry to understand customer’s needs, requirements, pricing, and their strengths and weakness. This helps to fine-tune where your business is struggling, and which is missing to satisfy your customers.
Use automation tools
Use automation tools for helpdesk, like Yorodesk. This tool provides various features to streamline enhanced customer service. It analyzes and generates reports that will give valuable insights into customer pain points. This helps the team to address customer pain points easily and sort them out quickly.
Overcome customer pain points
- Prioritize resolving customer pain points
- Improve processes
- Monitor changes
- Reduce negative impacts
- Do customer follow-ups regularly
- Communicate with other teams
Improve your customer satisfaction using Yorodesk
Use helpdesk software like Yorodesk to automate customer service and fine-tune your customer pain points easily. Yorodesk provides automation in customer service, in-built templates, pre-defined online forms, analyzing customer behavior, analyzing customer feedback, and producing reports. This provides the team with valuable insights to enhance customer satisfaction.
