Did you know that for 90 percent of customers, solving their problems is the most important aspect of customer service?
This is not surprising: products and services are primarily designed to solve problems, meet needs and produce the desired results. It is your job as a company to understand and address these customer pain points in order to offer them an unforgettable customer experience and become their first choice.
In this article, we'll show you how to identify pain points and why it's so important for your small or medium-sized business. We'll also give some examples of how to eliminate customer service problems and talk about proven problem-solving strategies.
What are pain points?
Pain points are problems that customers face during the customer journey. If your SME identifies, understands and eliminates these pain points, your customers can get the most out of your products and you will be remembered for providing first-class service.
These are the four most common types of customer pain points or problems:
Process-related problems: Problems or inconveniences related to a company's customer-related processes.
Financial issues: Issues related to the cost of your products or services, the payment methods supported and the benefits offered.
Support-related issues: Problems that arise when customers try to contact your support team for assistance.
Productivity-related issues: Problems using certain product features or services and the time it takes to resolve the issue.Examples of common customer pain points
Problems can arise at any stage of the customer journey, but some are more common than others. Let's take a look at some common pain points - from slow service to poor communication.
Slow customer support
Long wait times and an unavailable support team are france telegram mobile phone number list among the biggest problems that can affect the customer experience. According to one study, 67 percent of customers hang up in frustration if they cannot speak to a member of the customer service team. Companies that actively address this problem can also increase customer satisfaction: 93 percent of customers are very likely to stay loyal to a provider that offers them excellent service.
Lack of technical know-how
Customer service team members with limited technical knowledge are often a reason why customers are frustrated. According to a survey, 31 percent of customers say that a knowledgeable and competent service team is crucial to good customer service.
Inconsistent service
SMEs with immature service processes and/or inadequately trained service teams are often unable to offer their customers a consistent service. Unfortunately, this is very common in the service sector.