Customer Pain Points: how to identify and what to do about them?

This article is meant to help you understand what a customer point is, how to identify pain points on how to deal with them, and how Customsoft helps their customers solve theirs.

The customer pain point can be defined as the specific problem that prospective customers are experiencing. Businesses can create solutions that help customers by solving these pain points. This is what we do at Customsoft. We treat our customers with care, and we give them attention, advice, consultancy (both technical and business-wise).

Customer pain points are very complex, and this is why we can separate them into different categories: financial, productivity, process, and support.

  1. Financial pain points occur when customers spend too much money on the solution they use now and want to spend less. A lot of companies overpay for the services and products they use, and this causes financial hardships. Our solution is to give a clear offer with no hidden costs and to be honest with the customer from the beginning, instead of giving them a low offer and adding extras in time. Highlighting long-term financial benefits is also a big plus.
  2. Productivity pain points appear when there is something that is constraining the company and its employees to work efficiently. They burden the business from performing activities in an optimized way. Our solution is to offer custom products that can help solve these issues.
  3. Process pain points appear when a business wants to improve the internal processes. Having difficulties in handling the internal processes leads to a less effective accomplishment of specific goals. A custom solution makes dealing with this pain point way more comfortable because it is tailored to the business’ needs.
  4. Support pain points develop when a company is not receiving the sort of support they need in a specific stage of their journey.

Besides the categories of pain points that we mentioned, some do not necessarily fit within them. We will call them „common customer points”:

  • Checkout pain points;
  • Tracking and delivery pain points;
  • Customer service department that gives inaccurate information;
  • Customer service channels that are hard to navigate;
  • Being impolite or not listening to the customers.

We discussed the most crucial pain points, but it is essential to know how to identify them. The primary sources of information are the customers themselves, the sales, and the support team. One of the best ways to find out the biggest customers’ problems is by researching them, both quantitatively and qualitatively. Qualitative research is best also for the sales team, as they deal with prospects every day and can offer valuable feedback. Other significant sources are online reviews and competitors. Customer pain points can be discovered by asking open-ended questions, actively listening to the answers, and trying to find the common thread.

This article was written with help from Small Business Trends, Wordstream, and Core DNA.

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