📍”Pain Point” is a problem that customers face for some reasons that cause negative feelings or make life more difficult.
If you compare pain point to the goal of many organizations that want their customers to feel good about their brand, it’s not wrong to say that pain point is the opposite of building a good brand image.
For this article, let’s delve into customer service pain point, both from a business owner’s perspective and from a customer experience perspective, and how Zendesk can help.
Pain Point in Business Owner's Corner
1. Customers are not satisfied with the service. Finding a way to keep customers coming back for repeat purchases (Customer Retention) is difficult.
Answer Zendesk is a Customer Service Software tool that helps customer service departments work more efficiently. Track and forward work in the organization In the corner, customers themselves receive fast service. Does not fall off and has a good impression of the brand.
-
86% of customers agree to spend more. If exchanged for a better experience than before
2. Businesses have many channels to contact customers. making it require more staff to take care of The cost of service is therefore higher as well.
3. There is no information to manage customer service. Don't know how satisfied customers are Is the answering service taking too long? Or is the number of service personnel sufficient?
4. There is no information in terms of customer feedback, such as not knowing how much the customer has complained or asked about it. How should the products or services be improved accordingly
Pain Point in the corner of creating customer experience
1. Customers have to repeat the problem because the staff lacks coordination.
2. Customers receive missing services, such as filling out forms and receiving service that is slower than calling.
3. The staff work hard. The channel must be switched back and forth and in the case of multi-tool use. You have to look at other software tools or applications.
4. Employees submit work by e-mail or paper. There is no exact coordination system. Difficult to track customer status
5. It is difficult to measure staff performance under SLA (Service Level Agreement) and there is no information for management.
6. The installation of the system takes a long time, cumbersome, and complicated.
7. It is difficult to change the work process. The tool is not supported.
8. Ticket volume is high with repetitive stories.
9. Must submit work or save data in the original format
- For more information, Zendesk prices with special promotions, call 02 030 0066.
- Facebook Page : @demeterapac
- support@dmit.co.th