Each customer goes through a buyer’s journey and uses a certain touchpoint. They may experience problems along the way. This is when you can show you’re the better brand by reducing or eliminating these problems. Knowing about the pain points of your customers provides you with insights into how you can approach them better. Doing so gives you a competitive advantage, boosts conversion rate, and connects you with customers.
These are some of the most common customer pain points you should know.
Complex Buyer’s Journey
One of the reasons many potential customers do not convert is because the checkout and payment process is too long and complicated. A potential customer may leave their cart if they have to go through too many pages, answer too many questions, and their preferred payment option is unavailable. Remove all barriers to conversion throughout your website’s checkout process. Simplify checkout and subscriptions by improving the layout and calls-to-action on your pages. Also, provide multiple payment options for customers.
Unavailable Customer Support
The unavailability of your support team is part of the different types of customer pain points you should know about. It’s frustrating for customers to know that they must wait hours or days to get a solution. In many cases, they would look for another brand to buy products from. It costs money to have a support team for 24/7; however, it is an investment you should make to keep customers satisfied. You can use chatbots to answer simple questions. Add FAQs or how-to videos on your website so that visitors have a self-service option.
Customers can feel frustrated waiting for a response whenever they deal with a support agent, whether it’s a chatbot or a human. They want a fast response to their question or get to the next stage of a process immediately. Make it an objective to resolve and respond to customers’ problems quickly. Go the extra mile in providing them with customer service. Improve your support response by using live chat, video calls and/or cobrowsing. These boost customer engagement and develop rapport.
Inconsistency is one of the common customer pain points you should be aware of. A customer expects the same level of knowledge and support whether they have a face-to-face conversation with an agent or when they’re talking to them online. Distrust forms when a customer gets different answers and responses when they send an email, start a chat, or go to the physical store. As a small business owner, you should establish company policies regarding different processes, refunds, and responses to customers. Articulate your business’ customer experience policy and make sure your employees know it. Implement and follow through with a consistent omnichannel customer experience.
Customer Support Lacks Experience
In some cases, your staff lacks the knowledge and experience to handle customers with different needs and questions. Train your team, establish policies and guidelines, and regular coaching improves customer support. Invest in your employees because doing so has a positive effect on how they engage and interact with customers.
Knowing these common customer pain points allow you to improve your service and develop a better business relationship with customers. We at Robookkeeper can help you with your accounting books. We can update them for you while you train your staff to improve their customer service skills. We have a team of experienced freelance bookkeepers. We offer affordable accounting services for small business owners.