Doing a successful BPO businesses isn’t just all about giving answers to your customer’s questions but it is also necessary to find out their pain points so that you can easily understand their problems and give them solutions accordingly. If you’re into selling products and services, the best ways are to grab their pain points and show them empathy for the same. These are the obstacles that discourage people in investing in any product through any payment gateway or brand website. Once your employees are able to find out those ‘pain points’ you can easily develop methods tailored according to the actual needs of your customers. In order to gain that quality in your employees, you need to provide them training so that they’re able to get those techniques required to convince people to buy their products or services. In this post, we list four easy ways to find out the pain points of the customers looking for the desired product and services. Take a look.
1. Know your Customers Need
It’s important for you to know what exactly your customer wants. It can be done via market research techniques, using research tools to know about the types of keywords customers look for. This will help you to know their weak points and you’ll be able to deal with them accordingly. You get to know what people are looking for and so you can make up and grow your business accordingly by providing them appropriate solutions. The call center company’s job is to listen to them carefully during calls and give them unique solutions to resolve their queries.
2. Check Call Abandonment Rates
Higher rates of call abandonments mean that you’re not meeting up your customer’s requirements. There might be a problem with the resources, equipment’s, agent’s communicational skills or they lack in their capabilities to understand the customer queries. Therefore, make sure you fill the gaps due to which the higher rates can be easily brought back to the normal rate by fulfilling the needs of your customers accurately. Give them 24/7 call facility so that they feel free to your call center company anytime whenever they get time.
3. Take a Glance at Social Media Comments
Always make sure to check your customers comment on their social media platforms to get an idea whether they are satisfied with your services or not. Social media platforms are the best because often people take out their frustrations and happiness on such platforms and share their experiences. You might also find interesting things such as the areas they’re still confused and be looking for an answer or it could be anything that can help you in grabbing their pain points. Also, use social media listening tools to know what people are talking related to your brand.
4. Identify Reasons for Cart Abandonment
If your customers spend more time in selecting and browsing items but abandon the car at the last moment, you need to find out the reasons for the same. The call center company is beneficial in knowing such reasons. If the rates of car abandonment are high, you need to address the concerned pain points of your customers. Maybe they quit at the last moment because of the payment mode, prices of the products go too high, or they feel the delivery charges are the additional burden on them. Listening to customers and getting their feedback is the symptom of best Call Center Company.
Make sure to always analyze the feedback of your customers as they can give you a hint of pain points. Also, assure them that you’ll resolve their queries in the real-time or if not you will revert them within a short while with an accurate solution to their queries. Customer feedback is the most important things as it lets you know your weak points and lags as well. Therefore, focus on those points and try to become a better call center company.