A brand attains a strong business relationship with their customers (and sometimes gets their loyalty as well) once they understand the buyer’s journey. Customers will not always have the same experiences with your brand, but these will make their mark on them and will create their perception about you. Identifying the pain points each one encounters allows you to improve your customer service and products.

 

These are the different types of customer pain points you should look out for.

 

Process-Related Pain Points

These pain points relate to processes that a customer goes through whenever they interact with your small business. These can be whenever they send a question through email or social media, connecting to the right person when they want to know something, and whenever they submit an application or any document. You want your customers to have smooth transactions whenever they interact with your company. 

 

Once you identify the cause of this pain point, find ways to improve your business’ processes. Doing so makes transactions faster and customer experience better.

 

Productivity Pain Points

This type of pain point refers to the time and effort a customer wants to save whenever they interact with your small business. This includes the problems they experience when using your product or the buying process. If they have a difficult time checking out their cart, they’re encountering a productivity pain point. Business intelligence provides you with advantages that allow you to learn more about your customers and their pain points. The data you get allows you to move forward with a solution. It tells you which aspects of your processes or website need improvement that will reduce the time and effort a customer uses.

 

Support Pain Points

A good business provides its customers with excellent customer service and support. Some companies lose customers because of poor service and support. If customers feel neglected and unattended, they are likely to stop buying from you and choose another brand. They expect a prompt response to their queries and problems, or at least be directed to someone who can help them. Train your staff to know your policies and products inside and out. Use multiple platforms that allow your customers to contact you. Consider using tools such as chatbots to respond to simple queries but provide a customer with an option to talk to a live agent. Install a live chat in your website so that customers can talk to a person if ever they have questions.

 

Financial Pain Points

Some customers think they’re paying too much for a product, service, or subscription. The fees and cost of buying your products affect their savings and purchasing habits. This is when branding and conveying your value proposition become important. You must show your customers the value you give them regardless of the prices you establish. Focus on improving customer service and developing products that address a need or a want. Listen to customer feedback and suggestions to improve your products and services.

 

These are the different types of customer pain points you should know more about. Doing so allows you to make improvements and develop a better business relationship with your customers. If you need assistance with updating your accounting books, don’t hesitate to reach out to us here at Robookkeeper. We offer affordable accounting services for small business owners like you.