How to Solve Customer Pain Points With Magic Services

This article was first published on Magic.

No matter which industry you’re in, you’ll most likely encounter customer pain points one way or another. Although they can be specific to your customer base, they’re generally categorized into four types: financial, process, productivity, and support.

With Magic services, you can take these on with ease. Magic has a roster of vetted assistants that specialize in customer support, customer relationship management (CRM) management, digital marketing, and more.

1. Financial Pain Points

Financial customer pain points refer to when customers are spending more money on a product or service than its perceived value, and want to cut back on their expenses. In the end, these become a financial strain for them.

Examples of Financial Pain Points:

• Expensive membership fees and subscription plans
• High cost of items that are often purchased repeatedly
• A product with a shorter life span than its marketed longevity
• Additional fees at checkout

Most of these revolve around customers having to spend an excessive amount of money, but lowering your prices is not always the best solution. There may be instances where you need to retain your current prince point in order to sustain a good profit margin. With no strategic pricing, you might end up selling your products for a lower profit than you could’ve gained with the proper strategy in place.

Pro Tip:

Emphasize the value your customers will receive when choosing your products. For example, you can provide a cost breakdown of repeat purchases of your products versus a competitor’s products. This can be an opportunity for you to explain how you are the more cost-effective option of the two. Plus, you can engage and get to know your customers.

When, Candela, a medical aesthetic device company, adopted a subscription-based model for their UltraShape Power system, they were able to attract more customers and understand them better. By shifting to subscriptions, they gained more insight into how many pulses their customers need for a certain period of time. They then used this data to offer packages and monthly consumption plans that catered to their customers.

What Magic Can Do:

• Assist in creating and executing marketing campaigns for product launches
• Create illustrations, animation, and other creative promotional materials
• Manage social media accounts to increase engagement and traffic
• Write blog posts using search engine optimization (SEO) practices

2. Process Pain Points

This pain point refers to the issues consumers encounter with a business’s operations. This happens when customers go through bumps in the buying process that otherwise should have been a straightforward transaction.

Examples of Process Pain Points:

• Takes a while to connect leads to sales reps or the right department
• Help desk or call center operating hours are short
• Too many pages to navigate through on a website to get information

Customers need to have a consistent experience across every channel and interaction they have with your business. This can take place on your website, on social media, and in person. Addressing these particular customer pain points will help streamline your customer’s purchasing process starting from their search of your product’s information up to the actual purchase.

Pro Tip:

Some process pain points may be difficult to pinpoint. Is the issue with your customer service, marketing, or sales department? Utilize various analytics tools and robust customer relationship management (CRM) software to determine where the gaps are in the customer journey and how to craft a better strategy out of them.

Take Canopy as an example. They are an insurance agency that had used legacy solutions and spreadsheets to manage its customer data. As they grew and the volume of clients increased, they realized they needed to use a real-time CRM solution. With Zendesk Sell, they gained a better perspective on their customer data through its built-in analytics tools and serve their clients more efficiently.

What Magic Can Do:

• Utilize integration tools such as Slack and Salesforce to ensure a streamlined customer experience
• Create data reports using the data in your CRM database
• Compile customer data from various sources to keep your database updated

3. Productivity Pain Points

This customer pain point occurs when a customer’s experience and interaction with their current provider takes too much of their time. Similar to process pain points, this also involves the customer purchasing process. The main difference is that productivity pain points focus on the amount of comfort and efficiency a product can or can’t give to a customer.

Examples of Productivity Pain Points:

• Having to go through manual processes that can be accomplished with automation
• Complicated checkout process
• Being inconvenienced while using the product

Pro Tip:

Prioritize offering convenience over cheaper prices or flashy ads. Ultimately, the goal is to not waste your customer’s time — deliver the right information at the right time through the right channels. Doing so makes it easy for them to access the information they need and eventually make a purchasing decision.

This is especially true for a company that sells technical devices, like Kontakt.io. They require a support team that can quickly tend to their customers’ concerns regarding their Bluetooth devices. To do that, their sales and support teams must be able to collaborate with each other seamlessly. So, Kontakt used an integration tool to provide visibility and access to customer information for both teams, which in turn allowed them to solve their customers’ concerns more efficiently. This resulted in an 18% increase in support request capacity.

What Magic Can Do:

• Create copies, newsletters, and blog posts about how to effectively use your product
• Use tools like Shopify and Mailchimp to automate processes such as updating your online store’s inventory and email responses.

4. Support Pain Points

The support pain point is when a customer is unable to get the right help during their buying journey. The slightest hiccup can turn a customer away for good. According to an American Express study, 33% of consumers say they would switch providers after one poor customer experience.

Examples of Support Pain Points:

• Help desk or call center only available during business hours and limited channels
• Lack of knowledge when asked about the business’s product or service
• Delayed response to a customer inquiry

Pro Tip:

Hiring a virtual assistant is a viable, cost-effective option to address these customer pain points. As your business grows, there is also an increase in customer demand as well. Especially if you’re a small business, you may not be able to deliver sufficient customer support. Virtual assistants then can attend to them while using your brand’s tone of voice and preferred communication channels.

Truffle Shuffle approached Magic for this reason. Their Magic assistants made sure that their customers were tended to in each class. In a virtual setup, they answered the questions sent in the chat box while the chef and other employees involved had their hands full.

What Magic Can Do:

• Engage in real-time conversations with customers to answer their queries and assist them in their purchase
• Track engagement from customers such as comments, likes and dislikes, and testimonials
• Process payments and refunds

Magic can match you with a vetted assistant to resolve the customer pain points you are facing. To get started, hop on a discovery call with us and we’ll do the rest.