Complicated purchasing process
Posted: Mon Dec 23, 2024 9:28 am
Lengthy and complicated buying processes are a major problem that can deter people who are ready to buy. In a study by Gartner, 77 percent of respondents said their most recent B2B buying experience was very complicated. Simplifying and shortening your buying process can significantly increase conversion rates.
The Importance of Problem Solving in Customer Service
The ability to put yourself in the shoes of customers, listen carefully to their problems and then help solve them has a huge impact on your SME's image, customer retention rates and overall customer satisfaction.
Surveys show that someone who has had a bad experience with a brand tells between nine and fifteen other people about it. Why is this important? Because 83 percent of consumers ask friends for advice or recommendations before making a purchase decision.
Inefficient processes and issues that result in even a single person's concern not being resolved can potentially result in the loss of multiple leads and deals.
How to identify customer problems
Before you can solve customer problems, you need to become aware of them. There are japan business email list several ways to do this.
Ask customers about their experiences
The easiest way to determine your customers' needs and identify and address their pain points is to ask them open-ended questions about their experience with your company. Do this during the interaction or immediately afterward by:
Send satisfaction surveys in which customers can give a star rating
ask for feedback monthly or quarterly through a survey
ask for feedback in follow-up calls
proactively collect feedback through surveys or by phone on how you can improve the customer experience
On the phone, avoid interrupting the other person so that they can express their true feelings about an experience or your product/service.
Make contact easy
If you want customers to tell you about their problems so that you can more easily identify their pain points, you should make it as easy as possible for them to contact your company. There are several options for doing this:
List your support phone number at the top of your website.
Offer support via live chat.
Display a pop-up window asking for feedback at every stage of the customer journey (including after payment).
Offer customer support through multiple channels.
However, feedback doesn't just need to be collected, you also need to document and organize it to gain concrete, actionable insights. A customer relationship management system or CRM can help you with this. With good CRM software, you can collect customer feedback from various touchpoints. By analyzing your support activities over time, you can gain insight into the reasons for dissatisfaction and how you deal with it.
The Importance of Problem Solving in Customer Service
The ability to put yourself in the shoes of customers, listen carefully to their problems and then help solve them has a huge impact on your SME's image, customer retention rates and overall customer satisfaction.
Surveys show that someone who has had a bad experience with a brand tells between nine and fifteen other people about it. Why is this important? Because 83 percent of consumers ask friends for advice or recommendations before making a purchase decision.
Inefficient processes and issues that result in even a single person's concern not being resolved can potentially result in the loss of multiple leads and deals.
How to identify customer problems
Before you can solve customer problems, you need to become aware of them. There are japan business email list several ways to do this.
Ask customers about their experiences
The easiest way to determine your customers' needs and identify and address their pain points is to ask them open-ended questions about their experience with your company. Do this during the interaction or immediately afterward by:
Send satisfaction surveys in which customers can give a star rating
ask for feedback monthly or quarterly through a survey
ask for feedback in follow-up calls
proactively collect feedback through surveys or by phone on how you can improve the customer experience
On the phone, avoid interrupting the other person so that they can express their true feelings about an experience or your product/service.
Make contact easy
If you want customers to tell you about their problems so that you can more easily identify their pain points, you should make it as easy as possible for them to contact your company. There are several options for doing this:
List your support phone number at the top of your website.
Offer support via live chat.
Display a pop-up window asking for feedback at every stage of the customer journey (including after payment).
Offer customer support through multiple channels.
However, feedback doesn't just need to be collected, you also need to document and organize it to gain concrete, actionable insights. A customer relationship management system or CRM can help you with this. With good CRM software, you can collect customer feedback from various touchpoints. By analyzing your support activities over time, you can gain insight into the reasons for dissatisfaction and how you deal with it.