Building long-lasting relationships and taking the time to understand customer journeys is one of the finest methods to increase brand credibility. The correct customer experience tactics may be implemented much more effectively if you understand how customers view your business and how to alleviate customer pain points.
The majority of businesses (75%) listed improving the customer experience as their primary goal.
A great brand experience is essential to retaining customers. You must be aware of customers’ pain points if you want to keep them satisfied. Businesses of all sizes must make an effort to pinpoint customer pain points in order to attract and keep customers by providing a seamless experience.
Sales are fueled by customer pain points. Finding and addressing pain points takes up the entire first third of the sales process. However, you might be unsure of what pain points are and how to use them.
We’ll examine the customer pain points they encounter and how to identify these customer pain points that exist in your sector. What do customer pain points entail? How Can You Identify the Customer Pain Points? What are the main problems that customers face? How Do You Address Client Issues?
What are Customer Pain Points?
Pain point refers to an issue the customer has is referred to as a pain point in a commercial environment.
Customer pain points are particular issues that current or prospective customers of your company are facing in the market. They are essentially any issues that a customer might run into while engaging in their customer journey.
Of course, these issues can be very different, so it might be difficult to pinpoint them all at once. It takes some creative thinking and putting yourself in your consumers’ shoes to identify the root causes of your customer pain points.
It is customary to organize group pain points so you can better approach how to address them, even though a pain point may represent a specific problem, no matter how tiny or vast.
Finding and addressing your customers’ pain points is a terrific approach to stand out from the competition and demonstrate your concern for them. There are three places to concentrate on when it comes to pain points.
- finding customer’s pain points.
- gaining their trust
- solve customer pain points.
You may easily align your product or service to achieve customer satisfaction goals by making the necessary steps in understanding customer pain points. Find out the guides about B2B sales, SaaS sales and tech sales.
Let’s look at how to identify a prospective customer’s pain point.
Identifying a Prospective Customer’s Pain Points
However, complicated problems are more common than simple ones. In order to truly get where your customers are coming from, you must do further research. Usually, a seemingly simple issue has underlying reasons that result in more customer pain points.
Qualitative and quantitative research are ways to find customer pain points.
Conduct Qualitative and Quantitative research
For situations with limited room for interpretation, quantitative research is fantastic. For instance, it is frequently helpful when conducting surveys in order to collect customer data for marketing.
To gather data that may be interpreted, open-ended questions are frequently used in qualitative research.
Your prospects most likely began their search for a solution to their business pain point when they initially began their purchase journey. Engaging the prospect in conversation is the greatest method to discover this business pain. And how should we go about doing this? By posing open ended questions.
Example
Collecting hard data for quantitative research entails doing things like tracking how many people use a soccer pitch. This kind of study provides “what” answers but not “why” answers. Even if you discover that a lot of people use the soccer pitch, that information doesn’t tell you why.
In our case, you may interview the users of the soccer pitch to ascertain their motivations and identify their pain problems. People may have to use the soccer pitch as a pitch for American football because there aren’t enough in the city. In order to address the issue and turn a profit, you can then prepare to build a new pitch for football.
Let’s talk about the tested techniques for identifying customer pain points.
Conduct qualitative market research
Finding out exactly what your clients want is crucial. Mapping customer journeys and analyzing data regarding customer pain points are both parts of conducting a qualitative market research. Some essential actions in research include:
- Businesses can learn a lot about frequent consumer pain points by mapping out their customers’ journeys.
- Create client personas to organize all of your work throughout your company, direct product development according to customer needs, and focus your attention on qualified prospects.
Asides from qualitative market research, there is the quantitative market research. But for our purpose, qualitative research is our focus point but it provides “why” answers.
Conducting Qualitative Sales Research
Prospective customers are frequently in contact with your sales team. Their comments might help you gain understanding of prospective sales issues and possibilities. Separating problems with sales procedures from genuine customer pain points is crucial, though.
Identification of trends in successful and unsuccessful sales is an illustration of effective use of sales feedback. Your sales team may have noticed that many of their leads mention a preference for a rival. Maybe they think your business can’t beat the competition on price. When your sales reps describe the significance of your product or service to successful conversions, they might be pleasantly pleased.
Although your sales process has a fault, the money aspect of this case is the pain point. Your marketing may not be reaching enough people, or it may not be successful in addressing value concerns. You can take action to enhance your performance management procedure and sales plan now that you are aware of this problem.
Conducting Qualitative Customer Research
Nobody is as familiar with your potential clients as they are. Although every consumer has a different scenario, you will typically deal with similar broad issues. You can develop a thorough awareness of prospects’ pain points by conducting qualitative customer research.
Holding a focus group or workshop is one approach that could be used for this kind of research. Attendees of these events who are current or potential customers might offer valuable insights about the numerous paths that lead them to your business. You can gain a deeper understanding of their decision-making process by asking open-ended questions regarding their experience with your business.
Asking customers who fit your target demographic marketing interview questions are a good strategy. You may, for instance, inquire after they see an advertisement about what they perceive your good or service to be. Their response will reveal what they are interested in as well as comment on the success of your advertisement. Then, you can apply this knowledge to enhance your sales procedures.
It is important to identify Customer Pain Points by listening to them. Through research and internet surveys, you can directly ask questions to discover customer pain points.
Paying attention to consumers is one of the best ways in identifying pain points. The easiest method to solve a problem is to first understand it from the perspective of a consumer.
Here are more benefits of paying attention to customers.
- One of the biggest causes of client churn is bad customer service. Customers will gladly pay extra, though, if they have a better overall shopping experience.
- Service conversations typically go more smoothly when support teams listen to consumers. Your client retention strategies will be greatly impacted by the seamless experience.
Remember. asking for information while paying attention to and confirming your prospect’s pain points will make it simpler to adjust your pitch to satisfy everyone’s needs.
It is important to ask the question “what are the most common customer pain points?”
The Most Common Types of Customer Pain Points and How to Address Them
There are countless possible pain points for potential customers. As stated earlier, businesses can concentrate on the bigger issues by grouping related issues into broader categories. We may better prepare for more complicated scenarios by drawing on the collective knowledge of many sales experts in the wide sales sector.
Therefore, it’s crucial to take the time to become acquainted with the various categories of common pain points.
Let’s take a closer look at various types of customer pain points. We’ll also talk about solutions that might work.
Productivity pain points
All problems where a customer wishes to be more effective or has a more simplified interaction with businesses fall under this category. Because these clients value their time highly, anything that lengthens the buying process will irritate them.
Efficiency issues are productivity pain points. Many consumers avoid complex solutions in today’s hectic society.
Fast food is a prime illustration. The majority of fast food is unhealthy, but customers can drive up, place an order, and have their food in a matter of minutes. While it is more expensive and time-consuming, dining at a sit-down restaurant may be healthier and offer a better experience. The most time-consuming and occasionally least expensive choice is to prepare meals at home, however it can also be the healthiest.
The customer bases their decision on their pain points. Fast food is usually what they order if they are running late. The objective of offering a solution to resolving productivity pain points is to strike a balance between time, convenience, and comfort. Giving out productivity tools is a fantastic way to address productivity pain points.
It’s also important to provide clients with things that inspire them to be more productive.
Solution
If you wish to address productivity issues, you should concentrate on the following qualities in the items you offer:
- Maximizing Productivity: How can your product assist your consumers spend their time effectively? The majority of us can relate to the desire to utilize our time more effectively, and this desire is especially prevalent in the digital age where we are only offline while sleeping. The average employee gets distracted from their work 56 times every day, according to a poll. Your ability to explain to prospective customers how your solution would increase their productivity and sharpen their attention will pique their interest.
- Increase Comfort: A customer is more inclined to use your product if they have a favorable experience with it. Comfort can be another strategy to boost productivity for clients who are particularly susceptible to productivity pain points. After all, when you enjoy and feel comfortable using what you’re doing, you’re more productive.
- Convenience: Customers frequently prefer something simple and handy over something more expensive but less handy.
Depending on the product or service you provide, not all businesses will prioritize addressing customer productivity pain points. Increased productivity is definitely a key aspect of your product if you provide software for usage at work or home.
To argue that a new pair of shoes will increase your productivity and free up more time for family time, however, may be a stretch if you sell shoes.
This implies that you have to select very specific pain points that suits the problems being faced with clients.
The key takeaway is that not all customer pain points are created equal, so you shouldn’t approach them that way. How equal they are will rely on your business and the products and services you provide to your clientele.
Financial pain points
Financial pain points are situations in which potential clients are spending too much money on their present product or service and want to reduce their spending.
Simply said, financial pain points are issues that clients have with time and money. Here are a few illustrations of financial pointers:
- Expensive membership fees or subscription fees.
- Despite being intended to last, low-quality products will need to be replaced regularly.
- Insufficient disclosure of the total cost.
- Fees abruptly increasing after a set amount of time.
A legacy piece of software that costs more than it saves could serve as an example of a financial pain point.
There are numerous remedies for each of these financial pain points. While concentrating on cost-cutting is a secure strategy for many markets, many consumers mistake inexpensive with inferior quality.
Knowing your market and paying attention to your customers are crucial. Determine what makes your product valuable and promote it if qualified leads are worried about the cost compared to rivals.
Checkout pain points
Problems with checkout can result in lost sales. Companies don’t spend enough money on infrastructure. The process should be seamless whether customers are paying by phone, in-person, or online.
Although many customers will put up with minor inefficiencies, they won’t be as likely to return. Extensive questioning is one inconvenience to avoid. Some businesses include unnecessary questions that slow down the checkout process. These inquiries are frequently data gathering ones, which the customer may feel are intrusive.
It might be difficult to draw customers to your website, give them a great user experience, and convince them to make a purchase. It might be difficult to keep customers engaged in making a purchase when they are entering their personal and financial information on your checkout page.
Solution
Eliminate needless steps and inefficiencies brought on by outmoded infrastructure to address these pain points.
Also, it is important t0 continue to join up and examine the straightforward procedure. When it comes to creating the layout of your checkout page, simplicity is actually preferable.
Lastly, Offer multiple payment options. Customers won’t proceed with the checkout process until they can choose their chosen mode of payment.
Online research pain points
Before making a purchase, many consumers conduct online research, but the majority don’t want to invest a lot of time in it. Make sure your brand is prominent if you want to alleviate this one pain point.
The idea is to develop your team’s marketing abilities and use AdWords management for your SEO requirements. In many markets, search marketing is quite important for conversion.
Support pain points
In general, support pain point is one of the major ways businesses bleed customers.
It ranges from delayed support response, inconsistent customer experience, non-availability of the support team, and rude behavior of support reps.
The spots where your consumers aren’t getting support during the purchasing process are known as support pain points. Customers will look elsewhere if they can’t find an immediate response to an issue on your website or receive it from customer service in a timely manner.
Let’s break down these ranges:
Delayed support responses
This is a common customer pain point. It can cost the business to lose existing customers and potential customers. Once it takes hours to get a response, customers walk out the door.
Solution
The main tools that can provide real-time responses and alleviate client pain points are listed below.
- Live chat should be used to provide all customers with real-time sales and support assistance, which could increase customer satisfaction.
- Sloovi is an example of live engagement tool that allow you to give help more quickly and with fewer touchpoints. Through tailored chat, it enables faster problem identification and provides immediate, successful solutions.
Inconsistent Customer Experience
Also, 65% of customers expressed annoyance at conflicting information or experiences across mediums. When businesses deliver inconsistent experiences across channels, distrust grows.
Customers contact businesses through a variety of online and offline channels, and they want the consistent support everywhere. The development and evolution of your customer experience procedures require you to steer clear of irritations that can turn off customers. The omnichannel customer experience is the new standard, and you need to be aware of it.
You can construct the best strategies to create enduring relationships with your consumers by comprehending recent changes in the customer buying landscape and the various characteristics of customer experience consistency.
Solution
Important rules to adhere to in order to create a “consistent” consumer experience across a variety of media.
- Recognize what your customers are expecting. Keeping customers at the forefront of your customer experience mentality only makes sense because their demands are what drive your business.
- Distribute to your staff a clear explanation of your company’s objective about the client experience. Similar to how putting your clients first can help you create top-notch experiences.
- Consistence is necessary for omnichannel customer experience. Customer satisfaction is based on providing a consistent support experience across various platforms. Ensure customer support teams have unified in depth understanding on how the relate with customers.
Non-Availability of the support team
One major customer pain point to address is the provision of 24 x 7 customer service. Scaling the support crew has several special considerations, including extra time and money.
Improving your capacity to interact with clients around-the-clock is essential for attracting and keeping customers. In a time where customers expect instant responses, putting customers on hold is a surefire way to lose them.
Solution
Here are a few techniques to guarantee that your customer service is available at all times.
- When your support personnel is not accessible or during peak hours, you can install software by Sloovi to automate your customer support chores and provide rapid responses around-the-clock.
- Customers have immediate access to information through self-service portals when they need it most. It serves as the first line of defense for end users and gives customers the power to locate information to address their problems.
Rude behavior of support representatives
This could be the worst possible pain point. Customers might endure delayed response or poor experience with customer service teams, but no current or potential client will accept rude behavior.
Customers become angry when businesses fail to “feel their suffering.” It is anticipated that the seriousness of their problem will be acknowledged and addressed appropriately. They expect the company to admit the problem and make a commitment to acting to repair the relationship if they are on the verge of leaving.
It’s also likely that companies won’t always be able to offer efficient solutions. However, they can undoubtedly give a great experience by using the appropriate empathy expressions or words at all points of connection. Being kind and sympathetic greatly enhances the patient experience in healthcare.
Solution
When you use the right empathy statements in customer service, you not only make your customers feel appreciated and heard, but you also raise team morale.
One of the biggest causes of customer churn is bad customer service. Customers will gladly pay extra, though, if they have a better overall shopping experience.
Process pain points
Process pain points are areas of your business where inefficient processes are causing customers friction or discomfort. This might sometimes be obvious, such as when your call center is only available 8 hours a day or when clients must navigate through numerous pages on your website in order to find the information they seek.
Customers value convenience, therefore if they perceive your company’s buying process to be too onerous, they will switch to another brand. In fact, if the purchasing procedure is excessively cumbersome, almost 75% of consumers are inclined to switch brands. Talking to your clients is crucial since sometimes you may not be able to see the process’s weak points.
Solution
Ensure the buying process is pain point free. Once customers experience pain point of any sort, they tend to close the tab.
Tracking and delivery pain points
Most customers want to know when they may get their order after completing the checkout procedure remotely. Cancellations and the loss of prospective repeat purchases might be brought on by unclear or nonexistent tracking options.
Solution
To tackle these logistical problems, it is crucial to practice transparency as much as feasible. Make infrastructure improvements so you can offer logical tracking alternatives. In order to minimize missing or damaged orders, it’s also crucial to use dependable delivery methods.
Getting the Support
All these solutions listed are ways in resolving customer pain points. These common customer pain points are known by businesses, but fixing these pain points could be an issue.
In solving your business pain points, there are tools and software that will help in market research. They offer qualitative research and solve these common pain point categories listed above.
Solving customers pain points require a complete analysis into the internal processes of your business.
Sloovi fits the bill to help your business identify customer pain points and solve them. Sloovi Outreach, Feedback, and Email Signature are products offered by the business. Sloovi provides a strong software suite to make running your business easier and increase revenue straight away.
a single platform for outreach that can both shrink your sales cycle and increase revenue. It automates the work you detest doing the most by monitoring your sales operations effortlessly at each touchpoint.
Sloovi make every lead conversion-ready, help gain insights from data-driven reports, increase response rates via automated follow-ups, and create personalized emails to help warm up chilly outreach.
It gathers information to understand how and what your customers want. Deliver the best possible services to improve the client experience. Engage your team, keeps track of criticism in a single location, ensure individual consultations with clients, and synchronize perfectly with the tools your business is using
It is a generator of email signatures that is completely free to use to strengthen your business identity. Pick from hundreds of templates and alter them to suit your requirements.
Final thought
Sloovi solves several potential pain points. From its options of software, customer pain points can be solved.
Your business and its solution are one click away. Go to www.sloovi.com to get started. Its affordable and quality software fixes pain points.