top of page
Search

Pain Points: 6 Tips to Understand Your Customer Problems and Solve Them to Increase Leads and Sales


Customer Pain Points

Introduction:

As a SaaS business, it’s important to understand your customer’s pain points in order to come up with effective solutions that will increase leads and sales. To help you do this, we’ve devised 6 tips for understanding customer problems and solving them quickly. Keep reading to learn more!


We can all agree that customer problems are an integral part of any SaaS business’s success. After all, successful businesses are ones that address customer pain points and provide solutions for those issues.


But to be able to do this effectively, it is important to first understand the underlying customer problems. After all, if you don’t know what customer pain points are or how to address them, you can’t provide the right solutions.

What are Pain Points?

Pain points are those areas of customer experience that need improvement. They can include anything from poor product or service quality, inadequate customer service, lack of features, outdated technology and more.


The aim is to identify these pain points and use the insights gathered to develop solutions that address them. This way, you can ensure that your customers remain happy and have a positive experience with your product or service.



What would be an example of a pain point for SaaS customers?


I have experience working in a range of verticals, talking with prospects across SaaS and regularly engaging customers. I’ve noticed that there are certain common pain points for SaaS customers:


Edtech SaaS businesses are trying to solve a range of customer pain points that can include:

  1. Lack of an effective learning management system (LMS): Students need access to a reliable LMS platform in order to effectively manage their studies and engagement with the educational content.

  2. Limited customization options: Students need a platform that offers customization options so that their learning experience is tailored to their needs.

  3. Poor user interface: A cluttered, complicated or outdated user interface can be a major source of frustration for students and teachers alike.

  4. Lack of mobile access: In today's world, it’s essential for Edtech SaaS businesses to provide mobile access and ensure that its platform is optimized for use on mobile devices.

  5. Unaffordable pricing: Students or educational institutions need to be able to afford a reliable Edtech solution, without sacrificing quality of services offered.

For example, a company like Schoology offers an Edtech SaaS solution that is designed to help students and teachers with their learning. It provides a robust LMS platform, which allows users to manage course material, interactive discussion boards and assessments while providing customization options for different courses.


HealthTech SaaS businesses are trying to solve a range of customer pain points that can include:

  1. Poor user experience: HealthTech SaaS customers need an easy-to-navigate platform with clear instructions. In addition, users should be able to quickly find the information they need without any hassle.

  2. Lack of accurate data: HealthTech SaaS customers need access to accurate health data in order for their treatments and decisions to be informed.

  3. High cost of services: HealthTech SaaS businesses must offer competitive pricing if they want to stay competitive in the market.

  4. Limited customization options: Patients need a platform that offers customization options so that their experience is tailored to their own needs.

  5. Lack of privacy protection: Patients must feel secure in knowing that their personal health information is being securely stored and not shared with any unauthorized entities.

For instance, a company like HealthTap offers an online platform that connects patients with doctors instantly. It provides real-time answers for medical questions and allows users to access health records and track their progress. The platform also offers user privacy protection for its customers as well as customizable options, so they can get the care they need from the comfort of their own home.


What pain points are FinTech SaaS businesses trying to solve for their customers:

  1. Poor user experience: FinTech SaaS customers need an intuitive platform with clear navigation options and quick access to their desired features.

  2. Lack of security measures: FinTech SaaS customers must feel secure in knowing that their personal financial data is being securely stored and not shared with any unauthorized entities.

  3. High cost of services: FinTech SaaS businesses must offer competitive pricing if they want to stay competitive in the market.

  4. Limited customization options: Financial institutions need a platform that offers customization options so that their experience is tailored to their own needs.

  5. Inadequate analytics capabilities: FinTech businesses need access to accurate data-driven insights in order for their decisions and strategies to be informed.

For example, a company like TransferWise offers online money transfers that are secure, fast and simple to use. The platform allows users to make payments in different currencies and has low fees compared to other institutions. It also provides real-time tracking of international transfers so customers can see where their money is at all times.


LegalTech SaaS businesses are trying to solve a variety of customer pain points, including:

  1. Poor user experience: Legaltech SaaS customers need an intuitive platform with clear navigation options and quick access to their desired features.

  2. Lack of security measures: Legaltech SaaS customers must feel secure in knowing that their personal legal data is being securely stored and not shared with any unauthorized entities.

  3. High cost of services: Legaltech SaaS businesses must offer competitive pricing if they want to stay competitive in the market.

  4. Inability to access data: Legaltech businesses need access to accurate data-driven insights in order for their decisions and strategies to be informed.

  5. Lack of automated features: Automated features can help legal professionals save time by automating routine processes, such as document generation and filing deadlines.

For example, a company like LawGeex helps legal professionals streamline their workflow by automating document review process and simplifying the contractual process. By using AI technology, it can detect errors in contracts quicker and more accurately than manual reviews. It also provides built-in templates for contract drafting and offers useful analytics to help businesses make informed decisions based on data.


GreenTech SaaS businesses are trying to address customer pain points, including:

  1. Inadequate data management tools: GreenTech SaaS businesses must have access to reliable data management software in order to manage and analyze customer data.

  2. High cost of services: GreenTech SaaS businesses must offer competitive pricing if they want to stay competitive in the market.

  3. Lack of access to real-time analytics and insights: Businesses need access to accurate, up-to-date analytics and insights in order for their decisions and strategies to be informed.

  4. Lack of automated features: Automated features can help GreenTech SaaS businesses save time by automating routine processes such as system maintenance and security updates.

  5. Limited scalability: Businesses need access to a platform with the ability to easily scale up or down depending on customer needs.

For example, a company like ReCharge helps GreenTech businesses develop their innovations with leading trends and insights as a subscription publisher of global news and intelligence for the energy transition.


MarTech SaaS businesses are trying to address customer pain points, including:

  1. Inadequate marketing automation software: MarTech SaaS businesses must have access to reliable marketing automation tools in order for their campaigns to be successful.

  2. High cost of services: MarTech SaaS businesses must offer competitive pricing if they want to stay competitive in the market.

  3. Limited access to advanced analytics and insights: Businesses need access to accurate, up-to-date analytics and insights in order for their decisions and strategies to be informed.

  4. Lack of automated features: Automated features can help MarTech SaaS businesses save time by automating routine processes such as email campaigns and social media postings.

  5. Complex integrations between systems: Integrating different technologies can be difficult, time-consuming, and costly if not done properly. MarTech SaaS businesses must ensure that their solutions are easily integrated with existing systems.

For example, a company like Autopilot provides an easy to use platform that enables SaaS businesses to create customer journeys and automated workflows across multiple channels. This helps streamline processes and make sure customers are getting the most out of their marketing efforts.


How can you understand and solve your customer's pain points?


Now that you understand the common pain points of SaaS customers in different industries, here are 6 tips to help you solve these problems and increase leads and sales:


1. Listen to Your Customers


The best way to understand customer problems is by listening to their feedback and complaints. Every customer has a unique experience, and they’ll provide valuable insight into what issues they’re facing in using your product or service.


By actively listening to customers, you can uncover customer pain points that may not have been evident before. You can then work to address those problems and improve the overall user experience.


For example, if a customer gives feedback that the onboarding process takes too long, you can take steps to streamline the process and make it more user-friendly.


2. Analyze User Data


Another great way to identify customer problems is by analyzing user data from your product or service. This data will provide insights into how customers are using your product, where they are struggling, and which features they’re not utilizing.


By analyzing this data, you can gain a deeper understanding of customer pain points, such as if your product is too complicated to use or if it lacks certain features that customers need. You can then work on improving those aspects of your product to create an even better user experience.


I have created a data-driven dashboard in a previous position which allowed us as a team to understand the usage of our product with new and existing customers. This insight provided us with regular information on which product features were popular and enabled us to discuss how we added more value to features with lower usage to enhance the customer experience.


3. Ask Questions


It’s also important to ask your customers questions directly. Customer demonstrations, surveys and interviews are great tools for uncovering customer pain points, as they allow you to hear feedback from a variety of perspectives.


By asking the right questions, you can gain deeper insights into how users view your product and what issues they’re having with it. This information can then be used to make improvements and create an even better user experience.


4. Use Competitor Research


You should also consider researching your competitors in order to better understand customer pain points. By looking at what your competitors are doing differently, you can identify areas where you could improve your product or service. You may find that customers are complaining about specific features or processes that your competitors provide, which can give you valuable insights into what needs to be improved.


By understanding customer pain points and taking steps to address them, you can create a product or service that provides an excellent user experience and increases sales and leads. By leveraging the strategies above, you can better understand customer problems and work on solutions that will benefit both you and your customers.


5. Analyze Customer Support Requests


Another great way to uncover customer pain points is to analyze customer support requests. By looking at what types of issues customers are reporting, you can gain valuable insights into potential problems with your product or service. This data can then be used to identify areas where improvements can be made, and you can use it to create a better experience for customers.


Support tickets also provide valuable feedback on the customer service experience. By looking at how long it takes for requests to be handled and what types of responses are given, you can get an idea of how well your customer service team is doing. This information can then be used to make improvements, such as providing better customer service training or creating more efficient systems for handling requests.


A good tool to use to analyse customer support requests is customer relationship management (CRM) software such as Salesforce or Zendesk. With these tools, you can track customer data and get an understanding of what customers’ needs are. You can also look at customer service tickets to see what types of problems they are raising and where improvements might be needed.


6. Talk to Your Customers and Internal Teams


Finally, another great way to uncover customer pain points is to simply talk to your customers directly. This can be done through surveys, interviews, or focus groups and can provide invaluable insight into what customers are looking for in a product or service. This feedback can then be used to inform product changes and updates, as well as identify areas where customer experience can be improved. The new business and customer success teams should also work together to ensure that customer feedback is incorporated into the product development process.


By understanding customer problems and working on solutions, you can create a better customer experience and increase leads and sales. Utilizing these tips can help you gain a deeper understanding of your customers' needs and develop products and services that meet their expectations. With the right strategies in place, you can make sure that your customers have a positive experience and continue to use your products or services for years to come.


What does pain points mean in the customer journey?


By reviewing customer’s journey business can understand where prospects and customers encounter difficulties or frustrations. These can be related to anything from an unclear website structure, slow loading times, poor customer service, or any other area that negatively impacts their experience and stops them from taking desired action. By understanding what pain points customers are experiencing during their journey, businesses can make necessary changes and improvements to ensure better customer satisfaction.


To identify these pain points, businesses can conduct research such as surveys or focus groups, analyze customer service data, or talk directly to customers. By doing so, they can gain valuable insights into what customers want and use this knowledge to increase leads and sales. Additionally, by understanding customer pain points in the journey it is possible to create more personalized experiences, leading to increased customer loyalty and engagement. By addressing pain points in the journey businesses can improve their customer experience as well as enhance their relationships with customers, resulting in higher leads and sales.


Asana is a great example of a software-as-a-service (SaaS) company that understands their customer's pain points. As a cross-functional work platform, they tailor their product to meet the needs of different teams and industries. They recognize that customer success is at the core of long-term retention and success for their company, so they make sure to prioritize understanding customer problems and finding innovative ways to solve them. Therefore, Asana has been able to build strong relationships with customers which has resulted in increased leads and sales.

How can Executive Hurdles help SaaS businesses understand their customer's pain points to increase leads and sales?

Executive Hurdles can help you review, optimise your customer journey and identify your customers’ pain points and develop proactive strategies to increase leads and sales.

Through the use of surveys, feedback forms, internal teams interviews and analytics, Executive Hurdles enables businesses to quickly pinpoint customer issues that need to be addressed in order to improve the customer experience.


The end result is to create a tailored plan for your business in order to make your customer journey more enjoyable and successful. Additionally, Executive Hurdles provides businesses with actionable insights into the customer journey that can be used to identify problem areas such as common navigation issues, poor loading times, long waiting times, etc., and implement strategies to fix them.


Book a pain point consultation with Executive Hurdles, and let us help you understand your customer problems and to increase leads and sales. Our team of highly skilled consultants will work with you to develop a tailored plan that addresses the issues that are most important to your customers, ensuring they have a positive experience throughout their journey. We can also identify opportunities for improvements in order to boost leads and conversions.




Conclusion


Identifying customer pain points is essential to understand what customers want and need, and ensure that they are receiving an excellent user experience. By using the strategies listed above, businesses can gain valuable insights into their customer's pain points and use this knowledge to improve the customer journey and increase leads and sales. Additionally, by understanding customer pain points it is possible to create more personalized experiences which can lead to increased customer loyalty and engagement. By addressing customer pain points businesses can ensure that customers are satisfied with the experience they receive, leading to higher leads and sales. Through understanding what customers want and need, businesses can create a better user journey for their customers which will result in long-term success.


Understanding your customer’s pain points is the key to increasing leads and sales. With Executive Hurdles, businesses can gather actionable insights into their customer journey and develop a tailored plan that meets their customer needs. By doing so, companies can improve customer satisfaction as well as enhance their relationships with customers, resulting in higher leads and sales. This will result in increased brand loyalty, long-term customer relationships and ultimately a more successful business.


 
 
 

Comments

bottom of page