The biggest challenge that any business has to face is the customer service that they provide. It doesn’t matter that your services and products are exceptional; if your customers’ needs aren’t met, then your business doesn’t have a chance of getting revenues and staying ahead of your competition.

Nowadays, customers expect excellent customer service at all times. And businesses are continuously working to meet such a demand. A few decades ago, having 24/7 customer service was not even possible. But now, many businesses like Xfinity customer service have adopted this technique so that they are able to deal with customers’ queries more effectively, no matter what time of the day it is. This results in increased customer satisfaction and their willingness to stick to these businesses.

But there are still many aspects where businesses make mistakes and can’t meet their customers’ demands. In this article, we have listed some of the most common customers pain points that you can address, along with how you can resolve them:

1. Longer Wait Times

Your customers don’t like waiting in lines or being put on hold over the phone. It makes them feel frustrated and undervalued, and they eventually switch to your competitors. These customers are only willing to wait no more than 2 minutes, but their satisfaction level drops after that.
Here’s what you can do:

Give Them a Self-Service Option
You must provide your customers access to the online knowledge base, FAQs, and tutorials so that they can solve their queries themselves.

Invest in Chatbots
Implementing AI-powered chatbots can help you respond quickly and efficiently to your customers’ queries.

Implement a Ticketing System
This should help to prioritize and address customers with urgent issues first.

2. Website Being Difficult to Navigate Through

A confusing website that is difficult to navigate through can be a major turnoff for your customers. Common examples are being unable to locate the homepage, the scroll bar, the add-to-cart icon, etc.

If your customers cannot find what they are looking for on your website, they may turn to your competitors’ user-friendly websites.
Here’s what you can do:

Make the Website Design Simple
Your website doesn’t need to have a complex interface; it should be user-friendly and easy to navigate.

Give Clear Instructions
Your website needs labels and step-by-step instructions to guide users on how they can carry out their tasks.

Make Your Website Mobile-Friendly
Optimize your website for mobile devices since more and more users are now accessing websites from their smartphones.

3. Unresponsive Customer Service

Sending delayed responses may be worse, but nothing hurts your brand’s reputation more than being unresponsive to their queries.

Your customers expect to be able to reach out to your customer service and get a timely response. Not getting any response can make them feel frustrated or even the feeling of being ignored.

Here’s what you can do:

Set Responses Time
You need to clearly communicate the expected response time to your customers and stick to it. As for your employees, they should be communicated about specific time response times for specific inquiries.

Open Multiple Channels of Communication
Apart from your phone, your customer should also be able to reach you through your email, social media channels, or live chat. This allows your customers to choose a communication channel of their preference.

Provide 24/7 Support
Having 24/7 support gives the impression that your company values its customers and is willing to help them whenever needed.

4. Poor Communication

Communication is the key to any successful relationship, including the one between a business and its customers. So when businesses don’t effectively communicate with their customers, it can lead to feelings of confusion and frustration.

Here’s what you can do:

Give Regular Updates
Keep your customers informed about any new changes, features, or updates your business is rolling out so they can effectively benefit from them.

Use Simple Language
Make sure that you are using plain language without any technical jargon to make sure that your customers can clearly understand what you are trying to communicate to them.

Provide Training Materials
Giving such training materials and resources to your customers allows them to understand your products and services better and use them effectively.

Final Thoughts

The pain points mentioned in this article are some of the most common ones that many businesses still need to work on. If you are wondering how to identify customer pain points of your business, you need to look into analyzing customer feedback, i.e. reviews and complaints. You can also conduct surveys or observe customer behaviours to identify their frustration with your brand.

Work on the customer pain points so that you can gain customer loyalty for your business.