Your target audience has their own motivations for choosing a particular brand. Some of the factors that affect their choices include previous experience with a brand, solutions provided, and value gained from choosing a particular product or service just to name a few. Your small business’ ability to identify and address pain points can make or break your company. It’s important to know the problems of your customers and the possible solutions you can provide.
Here are tips on finding pain points and solidifying or improving your business relationship with customers.
Extensive Market Research
You won’t learn from your mistakes without market research. Knowing your customers inside and out provides you with important insights that enable you to improve. Map your customers’ sales funnels and gather data about them. Doing so allows you to identify different types of pain points. This information can provide you with concrete and specific steps you can take to solve the problems of your customers. You can segment them into groups based on where they are in the buyer’s journey, attitudes toward your brand and its services or products, processes that cause problems and others. This approach allows you to find concrete and specific solutions you can offer to customers.
Your customer-facing team is your frontline. They have insights you might have missed because they’re the ones who directly speak with customers. They have heard their complaints, praises, demands, feedback, and immediate comments and reactions. Communicate with your team so that you can identify the pain points of your customers. They can provide you with input about the strengths and weaknesses of your products and services, ways to improve customer service, which types of customers are likely to convert and others. You can then juxtapose these insights with the data you gathered about your customers. Combining the information enables you to find ways to improve your small business.
Use a Live Chat
Finding pain points is a long process that needs attention to detail. Installing a live chat in your websites and landing pages is a detail that reduces some of the problems of learning more about customer pain points. The live chat provides customers with a human agent that can answer their questions. Chatbots are useful but have limitations, especially once customers start asking complex questions. A live chat agent can solve a problem at the point of contact or immediately refer someone to another agent that can solve their problem. A live agent can also get more details about the concerns of a website visitor. You can use this information as a future reference or store it along with other customer data.
Listen to Customers
Gain the perspective of your customers by communicating with them directly. Live chats, emails, messages on social media or other platforms, and comments on your profiles provide you with insights about how your customers feel. These platforms tell you about product and service perceptions. You can get both the good and bad sides of your brand. Knowing these allow you to make a proper assessment moving forward.
Finding pain points sets you toward improving business relationships with your customers. This shows you care about their experiences with your brand and that you’re willing to improve. We at Robookkeeper can alleviate some of the stress your team is feeling by updating your accounting books. We have a team of virtual bookkeepers that can do your bookkeeping. We offer first-rate accounting services for small business owners.