Creating a decent online store is not just about listing products and paying for transactions. Therefore, to succeed in this environment, companies must understand the pain points of shoppers and find ways to address those needs. By identifying customer problems and solving them, online stores can increase customer confidence, make shopping a better experience, and ultimately generate more sales.
The state of discomfort a customer is in when an unmet need is suspected represents what marketers call pain points. Naturally, any business should seek to balance this dissatisfaction through its offering. So, let’s assume that your one and only ideal customer is a watermelon lover who appreciates the juicy ripe berries more than anything else. But at the same time, he/she likes not to cut a thick shoot for a long time and wash sticky hands after eating. All of the above problems are called “pain points” that need to be addressed. For example, you can create a new category of thin-skinned watermelons with less sugar or provide the consumer with specially designed knives after purchase.
Analysts recommend gathering information about the difficulties of your potential customers before developing and launching a new product. To do this effectively, you can identify and reach out to potential customers by finding their email addresses, enabling direct communication with your target audience. Finding and fixing problems is a great way to show people that you care and thus stand out from the competition.
Main Customer Pain Points
1. Productivity
This “pain point” is related to the customer’s desire to spend time more efficiently and fulfill their responsibilities productively. This type of consumer doesn’t like to be overwhelmed by a lot of details in the buying process. They prefer to select and check a product in a few clicks. They also pay attention to whether your product can solve their problem. For example, whether it can help them structure their workflow and become more productive. If you interact with such consumers, focus on the following features of your product:
- Optimizing Productivity: Analyze how your product will help customers use their time efficiently. This skill is especially important for busy employees who don’t know how to manage their work hours. If you convince them that you can help them solve a problem, you’ll win them new customers.
- Increase Comfort: Productivity is directly related to the tools we use in our work. If a customer is comfortable with them, they are more productive.
- Convenience: Many customers are willing to pay more for a product if it is simple and easy to use.
2. Service
The above “pain point” occurs when customers do not get help during the purchase. For example, a person finds it difficult to find the information he or she is interested in on the store’s website, or he or she cannot wait for a response from customer service. In all such cases, the consumer is likely to go in search of another online resource where they will receive timely assistance.
3. Processes
The appearance of these “pain points” is due to poor optimization of the company’s internal processes. For example, you opened a store, but your call center works only 8 hours a day, which does not allow consumers to promptly resolve questions. Or you have developed such a cumbersome e-commerce website that users have to scroll through many pages before they find the information they need. To avoid these situations, it’s important to remember that customers love convenience. If they find the buying process too complicated, they will switch their attention to another brand. Statistics show that 75% of customers are willing to switch brands if they encounter problems during the selection or checkout process.
4. Finance
Financial “pain points” include the problems consumers have with money. High cost of everyday products, low warranty, shelf life, or usage period for products that are expected to be used for a long time. If you are entering the market with an expensive product, you can address buyers’ financial concerns by emphasizing its durability. On the contrary, if your product is low-value, you should point out its quality and more favorable price. Additionally, integrating tools like Google SERP API can help analyze search trends and competitor pricing, providing insights to better address financial concerns and position your product effectively.
Either way, it’s important to position your product correctly to avoid disappointing customers. According to a WWD, 47% of customers who had a negative shopping experience emphasized that the product they purchased did not meet their expectations. You can avoid this problem by correctly identifying how your product relieves customers of financial pain points.
Some companies believe that the best solution to a financial pain point is a low price. This is not true, a high-quality product should be priced accordingly. However, you must convince the customer that his substantial expenditure is justified and will benefit him shortly. To make it clear, show them how long it will take for your product to not only pay for itself but also become profitable.
Tips For Solving Pain Points
- Communicate with your customers. During the conversation, find out what problems they are facing and how your product can help them out of a difficult situation. An online meeting also allows you to provide real-time support, showcase solutions directly, and ensure that your customers feel heard and valued.
- Recognize the needs of potential customers. For example, many customers struggle to find unique and diverse sleepwear options that suit their preferences. Offering custom-printed pajamas allows customers to express their individuality. By providing a wide range of design options, your online store can cater to various tastes and preferences. This personalized approach enhances the customer’s shopping experience, making them more likely to return for future purchases. Consider hiring an event photographer to capture high-quality images of your products in real-world settings, further enriching the customer experience.
- Study testimonials. Customer reviews give you an idea of how your customers feel about your product. Use both positive and negative comments to make your product better.
To summarize, eliminating customer pain points is not just a strategy. It is a prerequisite for survival in the booming e-commerce industry. In a highly competitive environment, online retailers can succeed by emphasizing easy site navigation, transparency of product information, and simple checkout procedures. To create a productive online store, you need to know your customers’ problems, empathize with them, and intelligently address them with appropriate solutions. As your digital store evolves, it’s worth remembering that solving customer problems never stops and requires constant attention and action in response to changing requirements.
