Pain Points Explained


Marketing pain point can be defined as a specific problem your business or prospect experiences during all the interactions across different touch-points.


The very first step for businesses is to understand what customers want should be part of your customer service strategy. By identifying pain points, businesses and entrepreneurs can craft an appropriate value proposition that attracts the customer to resolve their problems.


What can these pain points be?

Like any problem, customer pain points are as diverse and varied as your prospective customers themselves. However, not all prospects will be aware of the pain point they’re experiencing, which can make marketing to these individuals difficult as you effectively have to help your prospects realise they have a problem and convince them that your product or service will help solve it.


Although you can think of pain points as simple problems, they’re often grouped into several broader categories. Here are the four main types of pain points:


1. Financial Pain Points: The financial pain points indicate the pain of spending an excessive amount of money on the current business that ends up with the financial strain. The financial pain point of customers can be:

  • Subscription plans or membership fees

  • A high cost of repeat purchases

Pro tip: The main goal for businesses should be to prove to the potential customers the right value they will perceive in choosing your products.

2. Productivity Pain Points: The process pain points are when the customer expects a more streamlined experience when getting in touch with businesses. They want to make the most of their time to avoid frustration. Some examples of productivity pain points are:

  • Inconvenience in using the product

  • Redundancy and friction in the buying process

Pro tip: Businesses need to convince their customers that their product is the key to save time and effort. You can use images and product descriptions that explain how your product helps practically.

3. Process Pain Points: The process pain points refer to how businesses interact with customers by choosing different methodologies and processes. The process-related pain points can be:

  • Connecting to the right department

  • Application submission

Pro tip: Brands need to ensure that they are able to meet customer queries faster by the right team and by persuading their prospects that your products/services are easier to use.

4. Support Pain Points: Customer support is one of the important business functions. With improper support, most of the crucial areas are impacted. Customers may have product-related queries and most of them would expect prompt customer support. Some common support issues are:

  • Delayed response

  • Lack of product knowledge

  • Not available on customers preferred channel

When entrepreneurs fail to deliver the right solution to the above customer pain, it impacts customer retention & loyalty.


Pro tip: One of the best ways to exceed your customer expectations is by helping them in real time, with digital engagement tools like live chat, co-browsing, and AI chatbots.

Customer pain points can be the biggest hurdle in building strong customer relationships. By putting the right efforts into identifying and understanding customer pain points can align your service to make them happy and satisfied. Hence, it is important to map out customer journeys, understand their needs, and remove all the frictions to deliver a delightful and smoother experience. identifying these problems can be incredibly beneficial to your business and its development.


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