Example: recently implemented a paperless reservation and payment system, but it doesn’t support e-signatures. Their customers can fill out forms and make payments online, but they must come into the office to hand-sign rental agreements before picking up their equipment at a separate warehouse.
4. Support pain points
These pain points refer to a lack of support or guidance on how to use a product or service and can negatively impact customer experience. This can result in a hit to afghanistan phone number list company reputation and, perhaps, lost business.
Example: A financial firm bought new software to support their accounting department, but the company that sold it to them doesn’t have a robust customer support team and isn’t easily reachable for troubleshooting. Recently, they stumbled on a major training issue and they don’t know how to move forward. Until the financial firm gets the support it needs, it can’t use the software and business processes are held up.
So how do you figure out which pain point you need to address? By using the Four Fs Framework.