Webtown Blog

Our thoughts. Our articles. Our collections.


 

null 5 Ways to Discover the Biggest Customer Pain Points

Gábor Lázár

5 Ways to Discover the Biggest Customer Pain Points

No matter what industry you’re in, you will struggle every single day to develop the quality of your product or service if you miss focusing on the most important elements: your customers and their biggest pain points.

Now you can say “I know what they want” or “It’s clear what they need” but in most cases the real answer doesn’t meet reality, unless you research or analyse data beforehand. Now we will try to help you find 6 effective ways to become aware of your customers biggest pain points and within our blog series, you will be inspired about the solutions too. But first, let’s take a closer look at the term ‘customer pain points’!

What Is A ‘Customer Pain Point’? 

As you suppose correctly, this isn’t what we are eager to have but important to know about! Every pain point is a problem that your customer has experienced when he or she connects with your product or service. It’s a bothering detail or process which needs correction as soon as possible. Here are some examples of typical ‘pain points’;

  • It takes too long to order the meal
  • It is hard to find the information on a webpage
  • The webshop is too slow
  • Electronic forms which can’t be filled quickly, and so on.

So customer pain points are situations when somebody can’t do something or is stopped from doing something. It is assumed that there is a wide range of problems in every business but the most important thing is that they aren’t kept unidentified. Let’s read our checklist below and find our own solution-matrix!

Finding The Customer Pain Points - Asking the Right Questions To the Right People!

 

1. Interview Your Team!

You are in the same boat, have common goals and probably all of you want to achieve a better position in the minds of your customers. So if you want to find valid pain points, you need the experiences of your colleagues from other departments. These unique insights can be very, very useful from a development side!  

2. Review the Support Calls and Claims!

Your customer service team will often have the most direct contact with customers regarding their pain. Talk with them, analyze the recorded calls and the online chat and read the online feedback on social media platforms, too!

3. Think with The Mind of Your Customer!

Start from where everything begins: take a walk through the entire journey of business interactions as an unknown customer and complete all aspects of a sale like anyone else. By experiencing what customers experience, you can unfold the truth instead of creating theories: never make a decision by an assumption!

4. Ask Your Customers Directly!

It’s more complicated than you think because everything depends on the right questions. Here are some useful rules of thumb!

  • Make an online survey or if it’s possible, provide in-person interviews!
  • In the case of personal meetings, listen! Ask follow-up questions and concentrate on the deeper meaning! That’s how you can engage your customer.
  • Forget the leading questions, prefer open-ended ones that start with ‘what’ or ‘how’! Do not determinate the answers!
  • Try to get information from as many relevant people as possible! 
  • Find the common thread because the biggest problem will occur for a lot of customers!

5. Collect and Analyze Webpage Data!

Massive amounts of data, traceable customer actions, interaction points with your business and clear trends are areas you can monitor continuously. These are the core of Liferay’s ‘Digital Experience Platform’, which can help prevent your customers leaving. Know more about the system’s advantages like:

  • clear view of business analytics,
  • integrity,
  • comprehensive customer data and
  • cost-effective implementation

Don’t miss exploring the DXP and request a free live demo here!

Sources: