No business is perfect, some customers will experience pain points at some point during their engagement with a brand. Your small business will encounter challenges and complaints from customers. However, you can take a proactive approach in eliminating or removing your customers’ bad experiences and pain points wherever they are in the buyer’s journey. Understanding customer pain points enables you to get insights on how to improve your processes, services, and products, and offer creative solutions.
These are some of the ways you can solve customer pain points.
Don’t Assume Anything
Some business owners and managers assume they know everything about their customers. However, this isn’t the case because customers will have different experiences whenever they engage with your brand. Some customers have a higher tolerance, while others have a lower threshold. It’s important to understand the pain points of customers throughout their buyer’s journey. You can identify pain points by implementing the following:
- Review of your processes
- Analysis of feedback and comments on social media
- Review of customer support services
- Conducting open-ended surveys
Learn More about Common Pain Points
Some groups of customers will have similar pain points. Learn to identify these and determine a solution that works for customers. Identify these common pain points by conducting surveys and asking customers for feedback. Take a proactive approach such as improving training for customer service and implementing guidelines that your support team can follow. Offer customers self-service options so that they don’t have to look for and wait for a live agent when they can answer their own questions. This self-service option can include an FAQ page and tutorial videos or articles.
Importance of Integration
Seamless internal and external communication is a must to succeed in your chosen niche for your small business. Create, implement, and follow policies that your support team can refer to whenever they interact with and engage a customer across various issues. Having set guidelines improves efficiency and response time to queries and problems. Train your staff to know your products and services inside and out. Doing so allows them to customize solutions based on the needs of a customer. Use a consistent message and policies across platforms. This makes your omnichannel approach effective and keeps customers satisfied.
Provide Continuous Support
One of the hallmarks of first-rate customer service is continuity. Provide your customers with continuous support even after you have solved their first pain point. Train your support team to follow up if a customer needs anything else, to walk them through a problem and offer a solution or alternative and upsell services and products if they’re open to an upgrade.
Use a Feedback Loop
Establish a customer feedback loop for customers. This is where you collect, analyze, and respond to queries and problems of customers. This approach enables you to “close the loop” of questions and problems a customer may be experiencing. You can also refer to this loop whenever your support team encounters something similar in future interactions with other customers.
Understanding customer pain points and how to solve them provide your small business with a competitive advantage in your niche. Learn more about the experiences of your customers’ buyer’s journey so that you’ll have the insights you need to create a solution for them. You can partner with us at Robookkeeper. We offer affordable and first-rate accounting services for small business owners. Let us update your accounting books while you focus on solving the pain points of your customers.