15 Customer Needs You Should Know About + Tips To Solve Them
Established in 2009, Reliable Communication is a preferred sales partner for sales process outsourcing and call center services with expertise in tele-calling services for in-bound and out-bound calling, voice recorded calling, direct sales services, lead generation service for sectors like Retail, Banking, Finance, Telecom, Real Estate, Education, DTH and Insurance and so on.
Customer needs and expectations are ever changing. Identifying, analyzing, and meeting customer needs is the key to providing better customer service and growing your business.
In this blog, we cover the A-Z of customer needs to help you create a product or service that is in line with everything that your customers need.What are customer needs?
Simply put, a customer need is a driving factor that pushes consumers to look for and purchase a product or service. These needs might solve a challenge they are facing, they might pertain to a service they require in order to accomplish a task, they might be solutions that make their lives easier or more comfortable – broadly, it is anything that pushes them towards a purchase decision. Unsurprisingly, most businesses are created to offer solutions for customer needs.
For instance, there’s a section of customers who do not have the time to go out and pick up groceries. To cater to the needs of these customers, online, on-demand grocery stores such as Walmart Grocery and Grofers were launched.
Customers can now get their daily, weekly, and monthly supplies delivered right from home. The fact that customers were looking for a more convenient solution can be easily derived here.
But is convenience the only reason why customer needs arise? Not really.
In addition to convenience, there are two other factors that drive customer needs. Let’s explore the three factors in detail.
Where do customer needs stem from?
Analyzing customer needs gives you the reason why customers purchase your product or service.
In a business context, customer needs stem from the desire to:
– Increase convenience: 97% of consumers say they have backed out of making a purchase because of inconvenience.1 In the previous example, by shopping for groceries online customers are optimizing for convenience. In fact, the more convenience a solution offers, the more likely are customers to purchase.
– Improve efficiency: Customers are constantly looking for better ways of doing something. For instance, creating to-do lists is a good way to be efficient. However, most people don’t stop with to-do lists alone. They also set up reminders that help them complete their task on time, and thereby further improve their efficiency. It’s this need that was served with the launch of apps such as Evernote.
– Reduce costs: In addition to increasing convenience and efficiency, customers need solutions that help them reduce costs. For instance, lean customer service teams turn to self-service and chatbots to cut down spending on other resources, such as a bigger workforce, on-premise teams, and round-the-clock staffing
Most businesses only take stock of customer needs at the time of the inception of the business. However, that might not be the wisest thing to do. Here’s why.Why are customer needs important?
As a business, understanding the reason why your customers purchase from you, and staying on top of changing customer expectations helps you stay purpose-driven. This helps you:
Now that we’ve covered all the basics, let’s take a look at the different types of customer needs.15 types of customer needs you should know about
A well-designed user interface could raise your website’s conversion rate by up to 200%, and a better UX design could yield conversion rates up to 400%.2 This goes to show that customers want products that offer seamless user experiences.
In addition to good UI and UX, products also need to have good accessibility to cater to the needs of the specially-abled customers.
Evernote, a note-taking app, increased user retention by 15% after launching intuitive, helpful features.3 This increase was the result of changes that were incorporated after listening to users narrate their experiences and monitoring how users interacted with the product.
Especially with the advent of the pandemic, affordability has become all the more important. Globally, 54% of consumers say price is a more important purchasing criterion than it was just a month ago.4
While minor bugs are inevitable, the product should not crash often and hinder customers.
Omnichannel customer service allows you to keep track of customer conversations across all channels from a single view and provide a uniform customer experience.
Omnichannel support removes the need for customers to repeat their issues and 57% of baby boomers and 45% of millennials get irritated at having to repeat themselves.6 This forces brands to offer an omnichannel service experience.
According to recent research, 42% of customers consider 1-3 minutes to be the acceptable wait time to speak to a customer service representative. Only 31% of customers are willing to wait no longer than 5 minutes to speak to someone.7
So, as a business, you need to offer fast and effective solutions.
9. 24/7 support
Additionally, if your business is a part of the travel, healthcare, or finance industry, then it’s imperative for you to support your customers around the clock. Customers in these industries often tend to have critical and time-sensitive issues that need to be tended to immediately
Customers need to see tailored responses and solutions that address even the minor details of the issue reported. This helps them believe that the conversation was unique and personal.
For instance, if you offer a B2B product, you need to enable your customers to easily customize your product, upgrade or downgrade plans, and generate thorough reports on their own.
If you offer a B2C product, then you need to give your customers multiple payment options and allow them to track and monitor delivery.
Customers look for that human element when they interact with brands. They don’t want to be met with to-the-point or curt responses.
For instance, at Freshworks, we treat each of our customers as friends and build relationships that are based on trust, and transparency.
In the words of Shep Hyken,
“All customers should all be treated with dignity, respect, and the attention any human deserves. They should all be treated in a way that is consistent with your brand promise and the reputation you wish to be known for.”
The 15 types of customer needs that have been listed here can be seen across all businesses. Let’s take a look at how you can identify customer needs that are unique to your business.
How to identify customer needs?
Conducting market research (a thorough study of your target markets and customers) helps you gather information about your customers and narrow down on their needs.
In this section, we’ll discuss different ways in which you can conduct market research.
Regardless of which method you choose, by the end of your research, you need to find answers to the following questions:
– What is the definition of your ideal customer? [average age, qualification, characteristics]
– What do they do? [what is their job and how is their environment]
– What were they trying to achieve by purchasing your product? [the reason why they bought your product]
– Is your solution meeting this goal? [reality check]
– Are they facing any pain-points? If yes, what are they? [your weakness]
– Do they have any product or feature requests?
– Is it their first time buying a solution in your space?
– If yes, which solution did they use before this?
– Why did they decide to look for another solution? [your strong points]
– Are they happy with your customer service?How to meet customer needs?
Once you’ve analyzed your customer needs, you need to take the appropriate steps to solve them. Although your customer’s needs will be unique to your business, here are three key tips to increase customer happiness on the whole:
1. Develop a user-driven product
2. Offer better customer service
3. Create a customer-focused culture
Customer-facing teams are the ones that benefit the most from thriving in a culture that puts the customer first. This empowers sales and support teams to engage in meaningful conversations and create memorable experiences that keep customers glued to your brand.
Parting words: Be proactive when it comes to customer needs
Once you’ve got the foundation of your business set, you need to start anticipating customer needs and look for creative ways to solve them in advance.
A customer service software like Freshdesk, you can meet and exceed customer needs and delight your customers by:
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ABOUT THE AUTHOR
Reliable has earned the respect of clients and carved a place for itself through consistent, transparent and dependable services over the last decade. Reliable has won laurels from top brands like Vodafone, Bharati Airtel, Lets Track and Tata Sky.