Types of customer pain points
#1 Financial pain points:
Financial pain points are the most critical of all customer pain points. Financial pain points occur when customers feel they are paying too much for a product/ service. Your customers love choices, be they current or potential customers. They are always looking for cost-effective solutions that offer them more services for the money invested.
Business owners need to strategize for budget-friendly options and customer-friendly subscription plans so they can meet customer expectations. Customer support teams and account managers should understand customer needs, competitor benchmarks, and budgets to offer an optimally priced solution that caters to the needs of the customer.
#2 Process pain points:
Process pain points may refer to operational inefficiencies along the customer journey. Not only does it affect your customers, but it also impacts your support team. Businesses must identify these bottlenecks to improve the customer experience and agent productivity.
Here are a few questions that can help you reveal if you are facing any process pain points.
- Do your customers find it difficult to contact customer support?
- Is there a delay in notifying your customers about the status of their requests?
- Do your customers find themselves repeating the same information to different agents across different channels?
These process pain points will end up frustrating your customers and result in churn.
Remember, outdated support software or poor internal team collaboration may affect the quality of customer service in the long run. It may result in longer wait times for your customers, resulting in frustrated customers and trouble support agents. A single bad customer experience may lead customers to leave and eventually add to the cost of acquiring new customers.
#3 Support pain points:
Support pain points are often internal issues that may restrict businesses from resolving customer pain points quickly or effectively.
Customer support plays a pivotal role in making the customer journey seamless. For any customer issues, support agents must ensure that each interaction with the team or a chatbot results in customer delight.
The easiest way to help your support teams monitor their performance and identify support pain points is to use omnichannel help desk software. The integrated unified dashboard can help highlight areas of improvement for the support team and stay connected with customers along their journey.
#4 Productivity pain points:
Has your support agent struggled with rerouting queries to the right team? Did they ever have trouble figuring out customer problems? Did your team miss the SLA in providing a solution? If yes, then you might be encountering productivity pain points.
Your customers expect a resolution from your support team as soon as they raise a query. They expect the experience to be seamless for the services they’re paying for. However, productivity pain points may decrease agent productivity and diminish the efforts behind the customer service offered. As a result of these internal inefficiencies, customers may end their relationship with your brand right away or may have a higher tendency to churn. (Freshworks, n.d.).
While finding a problematic is part of our responsibility for this project, researching existing problems within my focus of customer service can help frame what or what else can be considered. Recognizing and identifying pain points are a key point of customer service as customers typically associate customer service as a place to go to to resolve issues and concerns they have. This text covers some of the main issues customers experience with customer service, which provides a good starting point to further researching areas of opportunity within my topic. With my focus being on customer service with a consideration of the perspective of the customer service employees, the inclusion on how the customer service team can help address these customer pain points was beneficial to connecting my focus back to this concept. This article also taps into balancing business needs and customer needs, which is another topic I am looking into. Some questions this makes me think of are: how is customer service today actually addressing these customer pain points? Or are they even addressing them at all?
References.
Freshworks. (n.d.). Customer pain points: How to identify concerns and tips to address them. Freshworks. https://www.freshworks.com/explore-cx/customer-pain-points/
