Customer pain points are obstacles to your company’s success. Throughout the customer journey, there will be times when your service fails to meet expectations. The sooner you discover them and address the problem, the sooner you can deliver great experiences that your customers will love. Here are five ways to find pain points and fix them for greater customer satisfaction.
Find out what your customers want.
To uncover customers’ pain points, begin by asking what leads them to buy from you in the first place. Every purchase is driven by a need or a problem, and your brand is expected to offer a solution. Determine which keywords customers are searching for online so that you know exactly what they want. With this information, your company can identify your typical customer profiles (also known as personas) and tailor products and services to their needs.
Ask for feedback.
All customer feedback is essential for identifying pain points. Post-contact surveys will reveal great insights into the customer service and sales processes. However, there’s nothing wrong with asking customers for input at more random times as well. Consider sending periodic surveys on customers’ preferred channels, and do not hesitate to ask them specifically how your brand might make improvements.
Check your social media channels.
These days, social media channels are a goldmine of information for companies. Customers love to talk about great brand experiences—and are quick to mention when things go wrong. Customer service agents should address concerns right away. In addition, take a close look at these channels and determine any recurring issues that need to be resolved immediately on a grander scale. For example, certain products or services may need to be reconsidered completely if they are causing many customers frustration.
Look at your abandonment rates.
You know you have a problem when customers start giving up on your brand. Check your call and chat abandonment rates to see if customers are hanging up or signing off due to long hold times. It may be necessary to use a prioritized callback system on the voice channel or better organize your contact center staff if they are taking too long to respond on live chat. Another important number to consider is your shopping cart abandonment rate on all channels. If this rate is high on your website, the checkout process might be too complicated. This may also be true on your mobile brand apps or messaging platforms—if customers are not receiving enough assistance or getting a seamless experience, they may simply find it too difficult to purchase from you.
Ask your customer service and sales agents.
Lastly, ask your customer service and sales agents to share their experiences. Customer service staff may identify contact center issues that prevent them from doing their best work. They may also point out frequent customer concerns about specific products or services. Sales agents may also indicate customers’ buying preferences and relay any information regarding product weaknesses that need to be addressed.
Identifying customer pain points is crucial to creating experiences that win loyalty. Take your customers’ words to heart and work as an organization to remedy any problems that are standing in the way of their satisfaction. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.
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