Identifying customer pain
Have you carefully considered your customer journey and identified specific gaps? At times, potential customers may exit during different stages of their journey. One of the likely reasons for their departure could be that your business wasn’t effectively addressing their pain points. This holds significant weight, considering that 62% of customers actively seek marketing content that directly addresses their pain points.
But what are customer pain points, exactly? The next section answers it!
What are customer pain points?
Customer pain points are the problems faced by your prospects or customers during their interactions with your product or service. These moments could be seen as business opportunities, for which you can pitch a solution that addresses and alleviates those issues, ultimately enhancing the customer experience and satisfaction.
Why do you need to identify pain points?
Identifying and understanding these pain points is crucial as:
- Many times the prospects don’t realize what their pain points are. If you proactively identify the issues and offer a solution, you can be one more step closer to a conversion.
- With a good understanding of customers’ pain points, sales and marketing teams can tailor their strategies to present the business offerings in the most appealing way.
- Relevant insights into prospects’ pain points can help businesses direct their R&D efforts and refine their offerings.
Data for identifying customer pain points
- Pain points are varied and depend on context and customer. So, how to pinpoint them? Collecting and analysing relevant data does the job here.
Let’s see what type of data you need to collect:
Customer Data
Customer data is a goldmine for understanding pain points. It encompasses a variety of information, including demographics, behaviour, and preferences. Analysing this data provides insights into what challenges customers are facing.
For instance, if a significant number of customers abandon their carts, it might indicate issues with the checkout process.
By delving into customer data, businesses can tailor solutions to address specific pain points, enhancing overall customer satisfaction.
How to gather this data?
- Create surveys through platforms like SurveyMonkey, Google Forms, or Type form to gather direct insights from customers.
- Use Google Analytics and other similar tools to see what users are doing on your website.
- Leverage CRM tools such as Salesforce, HubSpot, or Zoho CRM to centralize customer data.
Market Research Data
Market research data offers a broader perspective on industry trends and customer expectations. By synthesizing this data, businesses can identify common pain points across the industry. This proactive approach allows companies to stay ahead of the curve, addressing issues before they become widespread, and tailoring products and services to better meet customer needs.
How to gather this data?
- Access reports from reputable market research firms to understand broader industry trends and pain points.
- Analyze products, services, and customer reviews of competitors. Platforms like G2 Crowd and Trustpilot provide valuable insights.
- Use tools like Hootsuite, Brandwatch, or Mention to monitor social media platforms for discussions, trends, and sentiments related to your industry.
Sales Data
Sales data is a direct indicator of customer preferences and pain points. Analyze patterns in sales, focusing on products or services with high returns or frequent returns. High returns may indicate dissatisfaction due to quality issues, while frequent returns may suggest a gap in meeting customer expectations.
Additionally, observe the sales funnel – where do potential customers drop off? Pinpointing these pain points can guide improvements in the sales process, ensuring a smoother customer journey and higher conversion rates.
How to gather this data?
- Implement analytics tools like Mixpanel or Kissmetrics to track customer journeys through the sales funnel, identifying pain points and drop-off stages.
- Refer to CRM software to analyse sales team interactions, deal stages, and customer feedback gathered during the sales process.
- Talk to sales reps for their insights.
Support data
Support data, including customer service interactions, holds valuable clues about pain points. Analyzing support data not only helps in addressing existing issues promptly but also in implementing preventive measures to avoid similar problems in the future. This proactive approach contributes to long-term customer satisfaction.
How to gather this data?
- Analyse data from your Customer Support Ticketing Systems. Examine common issues raised by customers, track ticket resolutions, and monitor customer service feedback. Frequent complaints about certain features or recurring problems shed light on pain points that need urgent attention.
- Review transcripts from live chat interactions to understand real-time customer pain points and inquiries.
- Monitor social media platforms for mentions, comments, and direct messages related to customer support.
Summing Up
Data-driven identification of customer pain points can give you a strategic advantage in enhancing customer satisfaction, refining products and services, and ultimately, fostering long-term customer loyalty. This not only allows for targeted problem-solving but also enables proactive measures to prevent recurring issues.
To unlock the power of data, you need robust analytics capabilities. That’s where BolsterBiz steps in! Our data analytics services can help you extract actionable insights from diverse data sources. Contact us today!
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.