customer problem and solution

Solving the 12 Most Common Customer Problems [Guide]

11 min read

A surefire way to improve engagement and retention is to focus on solving customer problems.

Think about it – what would you do if you needed help but all you got was an incredibly unhelpful customer service agent? Chances are, you would take your business elsewhere.

That is precisely why you need to focus on improving your customer service problem-solving and providing excellent support focused on reducing the number of dissatisfied customers.

Where to get started? That’s what this guide is for, outlining frequent customer service issues and their solutions.

• Customer service problem-solving is the process of identifying and efficiently resolving customer concerns in a timely manner.
• Focusing on solving customer problems is vital because it offers key benefits, like improved retention , satisfaction , and loyalty , along with reduced support costs.
• Common customer service issues include lengthy wait times, inaccessible human reps, slow resolution, inconsistent support quality , and poor communication skills of the support team.
• A few shared reasons, like insufficient training, limited staffing, complex customer issues, and no standardized procedures or centralized knowledge bases , cause these issues.
• Possible solutions for these complaints involve implementing callback systems, simplifying automated menus, establishing clear resolution timelines, and standardizing training.
• Some additional effective techniques for problem-solving include empathizing, active listening, sincerely apologizing, proactively communicating, and offering compensation where needed.
• Improving your self-service resources and ensuring consistent operating hours are also useful best practices.
• Ready to optimize your customer service problem-solving strategy? Schedule a Userpilot demo and see how you can get started.

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What is customer service problem-solving?

Customer service problem-solving is a discipline focused on optimally identifying, addressing, and resolving issues customers encounter with a product or service.

It is important to note that, contrary to its name, customer service problem-solving is not just about fixing customer complaints.

It’s much more complex than that.

It requires effective problem-solving skills along with other key capabilities like communication , empathy , and critical thinking. It’s also about creating a system where all customer issues are prevented or solved as fast and efficiently as possible.

If done right, customer service problem-solving offers great benefits, such as improved customer satisfaction and loyalty .

Why solving customer problems is so important

Providing excellent customer service is a whole art, one that requires you to develop a functional strategy to do it right. But once you perfect your customer service problem-solving and better train your customer service team, the benefits are endless. Here are just a few:

• Increases customer retention .
• Enhances customer experience .
• Builds customer loyalty.
• Encourages customer engagement .
• Reduces support costs.
• Facilitates customer feedback collection.
• Drives customer satisfaction.

12 most common customer service problems (and how to fix them)

Different companies run into several types of customer service issues. However, there are quite a few recurring customer queries and complaints almost all customer service agents face. So let’s deep dive into what these are and learn the golden rules needed to solve customer service problems.

1. Long wait times

When you look at customer feedback, a common problem that frequently comes up is how often customers have to wait for customer support . All these extended hold times and long queues just add to the customer’s annoyance and dissatisfaction .

Main reasons :

• High call volume.
• Insufficient staffing.
• Complex customer complaints.
• Inadequate training .
• Limited self-service options.
• Backlog of unresolved issues.

Implement a callback system so customers don’t have to wait hours to talk to a customer service rep. Next, focus on streamlining your processes and consider increasing staffing during peak hours. Lastly, introduce chatbots for instant support on low-priority issues.

2. Frustration with inaccessible human reps

Customers often get frustrated with complex automated customer service menus and the inability to reach a human representative.

• Cost-saving strategies.
• Fewer customer service representatives.
• Outdated technology .
• Poor menu design .
• Language limitations.

There are several ways to solve this customer service problem. Start by simplifying automated menus and adding a clear option to speak with a human customer service agent.

Additionally, create comprehensive self-service materials so customers can troubleshoot independently. Also, regularly test the system for ease of usability and accessibility.

3. Slow resolution times

The next common customer service problem is customers having to follow up multiple times to get their issues resolved. This need to constantly check up on the issue wastes more of the customer’s time and is a sign of poor customer service.

• High workload and ticket volume .
• Complicated customer issues.
• Poor internal communication .
• Incomplete issue documentation .
• Ineffective prioritization of tasks.

Establish a clear resolution timeline, improve internal communication, and ensure regular follow-ups with customers until the issues are resolved.

4. Inconsistent support across channels

Customers experience different levels of support quality depending on the contact channel they use. So, a chatbot might not offer much help but an email ends up providing effective customer service problem-solving. This inconsistency only leaves customers confused about which channel to trust .

Main Reasons :

• Varying levels of support training.
• Different support team structures .
• Inconsistent use of knowledge bases.
• Lack of standardized procedures.
• Limited integration between channels.

Start by providing consistent training and resources to service reps across all platforms. Next, ensure that all support channels are well-integrated so information and user data flow seamlessly between them.

A good example of such omnichannel communication is Bluehost, which offers the same quality of live chat and phone support.

5. Excessive transfers between departments

Instead of any issue resolution , customers are often transferred several times between departments without making any progress . In the end, all that’s left is an angry customer and their unresolved complaint.

• Poor initial issue categorization.
• High specialization within departments.
• Insufficient cross-department communication.
• Inconsistent problem-solving protocols.
• Miscommunication or misunderstandings.

Instead of having multiple departments handle specific issues, train all customer service agents to handle a wide range of problems . Also, establish clear protocols for when transfers are necessary and explain the procedure to customers as well.

6. Poor communication skills of customer service reps

Sometimes customers feel undervalued and misunderstood because the customer service representatives lack empathy , communication, or problem-solving skills.

• Insufficient training programs .
• Inadequate soft skills development.
• Lack of performance monitoring .
• Limited knowledge of products or services.
• Limited focus on customer empathy .

Invest in your customer support team, training them in skills like empathy, active listening, and clear communication. Introduce regular monitoring and evaluation of customer service interactions , via CES surveys for example, for quality control.

7. Insufficient knowledge among support staff

Oftentimes, support representatives fail at customer service problem-solving because they lack relevant knowledge . In some cases, they even recommend wrong solutions , which only worsen the customer complaint and potentially increase churn and losses.

• Lack of customer service training.
• Limited access to updated product information .
• Complex product or service offerings.
• Rapid changes in products or services.
• Poorly designed knowledge management systems .

Provide comprehensive training to your customer representatives, ensuring that they are well-versed with the product or service.

Next, try maintaining an up-to-date customer service knowledge base that is accessible to all. This way, representatives can refer to it whenever needed instead of suggesting flawed solutions.

8. Conflicting information from different reps

A common customer complaint is how often they receive conflicting information from different support representatives, leading to confusion and greater mistrust.

• Lack of clear documentation and standardized procedures.
• Inconsistent training across different departments.
• Outdated or inaccurate knowledge base .
• Insufficient supervision and monitoring .
• Varying levels of agent experience.

Make sure all customer service agents are on the same page, by standardizing important information and procedures. Moreover, ensure that each team member gets access to the same resources , training, and product information.

9. Perceived difficulty in contacting customer service

Sometimes, the customer service problem-solving quality itself isn’t the issue. Instead, the problem is that some companies avoid direct contact, making customers exert a lot of effort to get in touch with customer service.

• Cost reduction strategies.
• Overreliance on self-service options and automation .
• Limited staffing resources.
• Overwhelmed support infrastructure.
• Challenges in scaling customer support operations.

Make contact information easily accessible, mentioning it clearly at several touchpoints . Also, to cater to varying customer needs , provide multiple contact channels, and ensure prompt responses.

Hostinger does a good job at this, clearly outlining numerous support channels, along with links to other help center resources like tutorials :

10. Difficulty in resolving issues through self-service

Providing self-service options is great, but it shouldn’t be the only way customers can get help . Companies need to consider that not all customers find it easy to troubleshoot and resolve issues on their own.

• Complex or inaccessible UI design .
• Lack of sufficient information.
• Limited types of content (e.g. only blogs, no videos or tooltips ).
• Technical glitches or bugs .
• Inability to handle complex customer complaints.
• No human support options.

Simplify self-service interfaces and ensure easy access to human support as well for customers who prefer it.

Introduce various content types within the resource center , such as comprehensive and interactive guides , FAQs, blogs, case studies , checklists , etc.

11. Unresolved customer issues

Usually, the main reason behind decreasing customer satisfaction is simple: their problems and complaints aren’t getting resolved. When this happens, customers feel neglected and are more at risk of churning .

• Lack of technical skills and training.
• Inadequate knowledge management systems .
• Complexity of the product or service.
• High employee turnover affects resolution continuity.
• Poor integration between departments.
• Ineffective prioritization of customer issues.

To improve customer retention, implement a follow-up system to ensure all issues are resolved and offer timely updates to customers. In addition, provide personalized customer service to build trust and understand specific pain points so you can resolve issues better.

12. Inconsistent operating hours

Last but not least, a recurring customer service problem is when support is not available at consistent or convenient times. This just makes it harder for customers to seek help , causing them to ultimately give up on your business entirely.

• Limited resources for 24/7 support.
• Lack of sufficient staffing to cover all time zones.
• High cost associated with around-the-clock service reps.
• Difficulty in recruiting and retaining staff for non-traditional hours.

To avoid any confusion, standardize your operating hours and communicate them clearly to customers. If customer complaints about operating hours still continue, then consider providing extended hours as well.

Here’s an example by SiteGround that clearly advertises it’s 24-hour support:

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The key customer service problem-solving techniques.

Now that you’ve gone over all the common customer complaints and queries, it’s time to focus on making sure they don’t happen again. To help with that, here are the top customer service problem-solving best practices guaranteed to delight customers.

Empathy, active listening, and personalization

One simple technique for providing the best customer support is to listen carefully. This requires that you solely focus on the customer without any distractions, show interest, and ask clarifying questions. Only through such active listening can you truly understand the customer’s needs .

Along with listening intently, you also need to be patient and reflect on the customer’s feelings. In other words, you must empathize with your customers’ experience before jumping to a solution. This helps build trust and rapport necessary for long-lasting relationships.

Lastly, it is important to acknowledge that all customers are unique, and therefore each customer’s problem should be treated individually. This allows for a more personalized solution , best-suited for the customer’s specific complaint.

Troubleshooting based on experience

It’s true – practice does make perfect. So if you want to improve your customer service problem-solving skills, the best way is through hands-on experience . The more practice you get working on and learning from previous cases, the more your ability to diagnose and fix issues will improve.

However, this doesn’t mean you don’t need any training at all. Instead, the two go hand-in-hand. Training provides the necessary foundational knowledge , while hands-on experience refines that knowledge through practical application .

Both these things also help ensure cross-department exchange of information and improved collaboration over time.

Providing sincere apologies

A golden rule of customer service: Never ever argue with the customer. When a customer is upset or in need of help, arguing with them will only make matters worse. Plus, arguing only further ruins the customer experience and could lead to negative word of mouth .

The right thing to do is to apologize sincerely. Often, a genuine apology is all customers need to feel validated, helping de-escalate the situation. Moreover, once you’ve apologized, customers are more open to trusting you, thereby making them receptive to any proposed solutions.

To ensure an apology is effective, it should be timely, specific to the customer’s issue, and accompanied by a clear plan for resolution. If done right, sincere apologies contribute greatly to customer satisfaction , loyalty, and a positive brand reputation.

Consistent follow-up and proactive communication

In order to provide effective customer support, simply resolving the problem is not enough. There are other elements you need to simultaneously take care of as well, to provide customers with a seamless experience throughout.

To start off, the service team must keep customers informed about the progress of their issues. This includes letting them know of any delays or necessary follow-up actions. Such transparency in the resolution process helps reassure the customer and highlights your commitment to customer service.

Even after providing a solution, you must follow up with the customer again to ensure the problem has been fully resolved.

Offer compensation

In certain cases, simply apologizing for the issue is not sufficient. Rather, it is important that you offer compensation for the negative experience.

This helps repair the relationship by demonstrating accountability on your part and showing how committed you are to customer satisfaction . It also provides a tangible gesture of goodwill , which can hopefully reduce any negative impact the issue may have caused.

Glovo (a food delivery app) is a good example to quote here. If your order is missing some parts or has other issues, Glovo often issues instant refunds.

Improving self-service resources

Finally, the last trick to perfecting your customer service problem-solving ability is to create comprehensive self-service options . These can include resource centers, knowledge bases , how-to videos, community forums, help center portals, user guides , and more.

Providing these resources empowers customers to quickly resolve issues on their own, reducing wait times and boosting satisfaction . Additionally, self-service portals also decrease the workload on customer service teams, enabling them to focus on more complex inquiries.

For example, here’s a look at the self-service options Zendesk offers:

Effectively and quickly solving customer problems is crucial for driving retention and enhancing satisfaction. But there are several other facets to customer service problem-solving to keep in mind too, such as empathy, active listening, and other soft skills.

To make things easier, try keeping a few tips and best practices in mind. For example, focus on training your customer service team, proactively communicating, offering multiple channels of contact, and enhancing self-service resources.

With all these techniques in hand, you’ll be able to reduce churn and create a positive customer experience in no time!

Want to get started solving customer problems? Get a Userpilot Demo and see how you can improve customer loyalty.

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10 Common Customer Service Problems and How to Resolve Them

Help desk & customer support specialists

The ProProfs Help Desk Editorial Team is a diverse group of professionals passionate about help desk management. We update you on the latest trends, dive into technical topics, and offer insights to elevate your business.

Customer. Vendor. Seller. Buyer.

All of them have been around since the concept of commerce started.

Fast forward to 2020.

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. 

And rightfully so. 

It only takes one bad experience for the customer to swear off your business forever. 

By the same logic, one outstanding customer experience can convert them into loyal brand ambassadors, lifelong. 

So, what is the most natural solution to ensure that your relationship with your customers becomes better? 

Isn’t the answer pretty obvious?

You can have a great product and a very talented staff. But the one thing that the majority of customers will remember in all likelihood is the direct interaction they had with your business. 

And who is at the forefront of this experience? Your customer service team, of course!

Great Customer Service Can Be an Asset to Your Business

The bottom line is that your customer service department is the face of the company for your customers. Any experience that they have is primarily a direct outcome of the quality and skill of the team. 

Hence, any strong business will look to harness the power of customer service to develop positive relationships with the clients. But if you are a proactive company, you will keep asking the questions, “ What is good customer service? ”

The core value of outstanding customer service is centralized around attending to the needs and expectations of your customers through careful listening. Therefore, to prevent the relationship from stagnating, you have to be constantly looking out for newer and innovative opportunities for experience enhancement. 

Improving Customer Service Standards by Addressing  Problems Head-on

Your customers are interacting with your business pretty much every day. It is clear that at some stage, your team will encounter roadblocks and challenges. 

The success of your business will depend on how skillfully you handle your customer service problems .

Remember, if you can resolve these issues successfully, you would have won a customer for their lifetime. They will return to you again and again, thus, boosting revenue and profits. 

On the other hand, if the handling is poor, expect your customers to bolt to your closest competitor. And with it goes your revenue too. 

So, the question remains that in spite of knowing the benefits of a positive customer service experience, why is it so hard to deliver it consistently? 

Everyone knows that customer service jobs are really challenging. And a problematic customer is probably the icing on the cake. 

Problems, queries, and complaints, you never know what’s in store for you next. Some days you could be solving customer problems for one distressed client, whereas other days can feel like a train wreck. And your job is to salvage it all.  And end it all on a high note.

Customer service is no rocket science.  But if it’s that simple, then why do so many businesses do not know how to solve customer service problems? 

Maybe looking and analyzing the reasons behind common customer service problems as reported by consumers can be a step in the right direction. 

Let’s take a closer look at the solutions that can help you get your customer service standards up in the process. 

1. When the Response Times Are Long

Customers today expect communication with service departments to be instant. In fact, they want immediate resolution of their concerns too. This is, indisputably, the first in the long list of the common problem with customer service that needs to be addressed by businesses. 

Check out the reasons why this major problem occurs frequently:

• If the company does not establish a standard set of processes and practices to the field, answer and evaluate responses
• If there is no accountability on the part of the agent if response times have been really prolonged
• If agents end up doing a lot of manual work in the absence of adequate automation
• If agents are not trained to handle multiple queries simultaneously

To drive yourself back into the fast lane, you need to do the following:

• Create a process that outlines the workflow of what an agent should do when he or she receives a customer query with the focus of handling it promptly and efficiently
• Ensure that your agents are aware of their roles and responsibilities along with who they are accountable to if and when there are lapses in service
• Make use of technology and automation that helps take care of some of the repetitive tasks through a combination of canned  responses that are framed to expedite the workflow
• Allow your customers to reach you via multiple channels including email, website chat, phone, hosted with  contact center technology , social, text message and allocate resources accordingly
• Start creating a knowledge base to pre-package responses to the most commonly asked questions which also ensures that your service team remains consistent with their levels of service

Customer service issues, if left unattended, can be a frustrating experience for your client. Be proactive and keep your customers informed of how you aim to address their issues quickly.

2. When Customer Reps Do Not Listen Carefully to What the Client Needs

Your customer service problem-solving starts by diving due importance to listening. This is often overlooked, which may result in catching the customer service agent off guard with questions to which you may not have the appropriate answer.

You may not want to be in a position where you have to listen to customers complaining. Unless you give your full attention to what the customer is saying, it will be difficult to understand what they need or how to service their problem. 

You can land up in this situation due to the following reasons:

• If the customer finds it difficult to explain the issue due to a lack of knowledge of relevant technical terms
• If the customer has been disappointed with the product or service as it did not meet their expectations
• If you simply do not know the answer to the concern because you did not pay attention to what the customer said

To help you deliver the right resolution, you can do the following:

• Ensure that you have understood the issue about what the customer requires and double-check the problem if required
• Follow it up with a genuine apology because many customers are simply looking for an acknowledgment of the mistake made by the business
• If you do not have a solution right away, then admit it to the customer right away
• On the other hand, if a ready solution is available, then share it with the customer immediately.

A study published in the Harvard Business Review reported that a complaining customer handled proactively in less than 5 minutes will go on to spend more on purchases in the future.

Y our agents should be quick to understand and analyze customer problems.

Remember that empathy, too, begins with active listening.  Wouldn’t you call this an ideal customer service problem example ?

3. When the Customer Gets Transferred from One Department to Another

When people engage with businesses, and it does not turn out as per their expectations, it is the ultimate death knell to your reputation.

When a customer keeps getting transferred from one agent or department to another, it ensures that a customer will never return to you or your business in the future. Neither will they recommend you to people they know. This brings us to the second most common customer service problem.

Here are some reasons why a customer call may get transferred:

• If the customer agent does not have a ready solution to the query that has been put forward by the client
• If the rep is not the appropriate individual to offer a resolution to the issue
• If the agent feels that a superior will be able to offer a better solution to the problem

To ensure that the customer is not enraged, this is what you can do to pacify the situation before transferring the customer:

• Inform the customer the reason, why you need to transfer the call to another agent, senior manager or department
• Explain the present situation in detail so that the customer understands that sticking with you may take more time to resolve the issue
• Request permission to transfer the call and ask if the customer has any further questions that need answering
• Wait for a confirmation in the affirmative and then initiate the transfer

Remember that the customer may already be on the brink of losing it if the call has already been transferred several times. Try not to push him any further than you need to. You do want the experience to end on a positive tone.

4. When Customer Service Reps Are Rude to Clients

This is possibly the worst-case scenario for a business where the customer service rep has been rude to the client. You can’t deny that this is a tough situation to handle and is best avoided under all circumstances. 

No matter how frustrated or high-pitched a customer might go at the time of conversing with a service agent, it does not give the rep the license to be rude to the customer in any way. Generally, such situations are handled by an experienced manager.

Circumstances that can lead them in the direction of being rude to the customer include:

• If the customer constantly challenges what the agent is trying to communicate to mitigate the situation to the best of their abilities
• If the customer is rude and abusive to the agent without any provocation from the rep’s side
• If the customer service agent has personal issues that he or she could not put aside whilst attending to customer calls

Following these guidelines can help you tackle even a sticky situation such as this:

• You need a team of service personnel with a positive and can-do attitude against hiring people just on the basis of their experience
• Ensure that they are empathetic to customer needs, no matter how badly the customer behaves or speaks
• Invest time and effort to upskill your team, especially in soft skills, through ongoing training and development programs

For now, it may seem like a rather far-fetched strategy to take care of a critical customer service problem and solution. In due course of time, you will see that it was worth the effort.

5. When You Cannot Offer A Solution to The Customer

There will be times when you may not have an instant solution for the customer. Telling that to the customer can be slightly tricky, especially if you notice that the customer is already annoyed. But dealing with an angry customer is part of the job description, and there is really no way of escaping it.

Customer service reps are only human and may not be able to offer a resolution of customer queries on the first contact. When customers have to chat or call the service department multiple times, it can be a hassle for them.

There may be several reasons why agents may not be able to offer immediate solutions. These include:

• If the business has encountered this specific customer query for the very first time in which case the solution guidelines have not been outlined for reference
• If the customer service rep has not received adequate training or information on the company, its goals, products, and services
• If the agent simply does not know the answer to the query because he or she has not proactively kept themselves updated on all relevant information and knowledge

You can go through possible solutions options in a scenario such as this:

• The agent can refer the query to a more experienced colleague or manager in the absence of an outline to the solution 
• The company should pass on all relevant information to their customer service department and follow it up with periodic training sessions
• The agent should also invest time in learning about the company, their products, and services, etc. on their own
• Let the customer know that resolving the issue will take time and promise to get back within a reasonable timeline with the solution the query

Even though this is not the ideal situation to end the conversation, it is a common occurrence in customer service. Just make sure that whenever you get back to the customer, the solution should be able to meet their expectations.

A very important and viable solution here can be an updated knowledge base that the support reps should have access to as and when they need it. This will reduce the chances of inadequate or incorrect information being passed by reps to the customers.  That’s a great customer service problem-solving example that anyone can refer to.

6. When Customers Cannot Get A Live Human Being

Be it  live chat tools or phones, technology has allowed a significant percentage of customer service processes to be automated. While the life of a customer service agent has been simplified to a large extent, most customers find it really annoying to have a real human dealing with their issues.

Customers today want to talk to humans, not machines. This brings us to another key customer service issue that is quite common these days.

The top reasons why businesses are prioritizing automation in their customer service processes are:

• If the business is looking to minimize customer wait times and reduce friction, then automation is the obvious answer
• If the business wants to prioritize and attribute tasks efficiently through workflow automation
• If the business hopes to reduce resource costs in which case automating some of the tasks can be beneficial
• If the business is trying to attract a newer demographic who are not averse to conversing with a chatbot or IVR

Here is how you can avoid some of the pitfalls:

• Pick the right tasks such as repetitive jobs, resources for self-service ,  FAQs , knowledge bases, etc. that can be automated with a knowledge base software which also prevents you from alienating your customers
• Merge your service channels by converting them into an omnichannel strategy to collaborate effectively and efficiently ensuring that information silos do not happen
• Automation should be undertaken to support your human team and not as a substitute for your live agents
• Always request feedback to keep abreast of any change in customer opinion regarding the automation of your processes, either partially or fully

Automation requires a lot of planning to make sure it is successful in offering the right customer experience to your clients. Too much of it can undermine the goals of achieving good customer service. Now, this looks like the perfect customer service problem and solution example. Wouldn’t you agree?

7. When Customer Service Pushes the Wrong Product or Service

This situation can arise if the customer has a specific product or service-related query or maybe needs guidance to decide on, which is a suitable variant or model that will fit best with their needs.

Many times, customer service agents adopt a ‘ one size fits all ’ kind of approach. This may result in them pushing a product or service to the customer, thus, adversely impacting their experience with the business. 

• If there is a serious lack of knowledge on the part of the agent where he or she does not know the USPs of specific products or services
• If the agent is unable to perform a competitive analysis of the buyer’s needs which may result in a guesstimate rather than an accurate evaluation
• If the rep does not take into account the customer’s interaction history , the products or services that interest him or her, what they’ve searched for in the past, and which pages on the site they have been browsing the most 

You need to do the following to get into the customer’s good books:

• Always listen to the customer’s requirements carefully and then carry out a detailed analysis to recommend the right product or service 
• Indulge in some thorough visitor tracking to know what or where the customer has been browsing on your site
• Keep yourself updated with the latest product and service information including features, benefits, prices, and freebies

Your customer is looking up to you for directions. Presenting him or her with a range of helpful suggestions will ensure that you drive the conversation on a positive note. All staff should be trained so that customers receive a consistently delightful, not just satisfactory experience.

Using live chat software that helps you track customer history as soon as the customer says its first word can make things easier for you. Live Chat comes with a plethora of features that help you access customer information in real time  and provide solutions that delight customers.

8. When Customer Service Does Not Follow Through with Promise

If the customer service department is unable to offer an instant solution to the client, they will ideally make a promise to deliver it within a stipulated period. In many instances, it has been observed that service reps are repeatedly missing to live up to what they’ve promised the customer.

This brings us to the next customer service problem of reps not following through with the promise that they have made to the customer. It can be infuriating when the issue remains unsolved due to this.

This customer service problem goes against the very ethos of the profession. However, some reasons why this may still happen are:

• If the processes are not in place to ensure that the agent receives alerts and notifications of an open ticket on time
• If the customer service agent is not proactive in passing the information to all relevant teams who need to be involved in solving the issue
• If the customer support agent is just plain lazy and not bothered about closing the issues with the customer

The following strategies can help fix the above-mentioned issues:

• When the agent follow-up on time, customers feel that they are cared for, which automatically increases customer trust and reliability in the brand
• Do not leave a lot of time gap between your last conversation and the follow-up and the faster you reach out, better are the chances of turning an average experience into a great one
• If the customer has contacted your service department during office hours, be sure to return the call, and email within 24 hours
• Try and avoid ‘Yes’ or ‘NO’ responses when you are following up with the client as opposed to asking more open-ended questions to get more information

No matter what the reason or type of follow-through is, always remember to thank your customers for continuing to be loyal patrons of your brand. A simple ‘Thank You’ will suffice. Streamline processes with the integration of a helpdesk software to ensure that the customer experience is top-notch.

9. When There Is Lack of Customer Centricity

It is easy to lose the culture of customer centricity as the business keeps expanding and growing. When you fail to place the customer at the core of your business, eventually, everything starts falling apart.

Temkin’s State of Voice of the Customer Programs 2017 report cited that 67% of large companies rated themselves as good at soliciting customer feedback , yet only 26% think they are good at acting on it.

This brings us to the next problem with customer service, where it is internal barriers are leading to behaviors that are detracting businesses from promoting a customer-centric culture.

Check these top reasons why customer-centricity issues are not being addressed:

• If the management and top leadership is weak, there will be little or no opportunities to develop the business as a customer-centric organization and this emotion percolates right to the depths of the customer service department too
• If the customer agents are weak and untrained, they will not be able to assess customer needs and expectations effectively
• If there is an overall lack of vision, the customer service department can never excel at their jobs as excellent customer service starts right from the top

Some of these tips can help get you on track:

• Strengthen communication channels between the executive, mid-level, and frontline teams
• Create a more holistic picture of your customers by continually communicating, sharing goals, and linking information and data for arriving at evidence-based decisions
• Empower your service agents to make decisions that also propel customer growth strategies

With a vision that is purpose-driven and a clear path forward will help to draw upon emotional belief systems and team member rationale to walk the talk of a customer-centric organization.

10. When Customer Service Is Not Aligned to Customer Journey

Bad customer experience at any point in the customer journey can absolutely ruin the relationship between the client and the business. Just having a good team in place is not enough. The service team should be aligned with the needs and desires of the customers throughout their lifecycle.  

This brings us to the last problem with customer service, where businesses are not paying adequate attention to getting their customer service workflow in line with the customer’s lifecycle. 

The key reasons are:

• If the business fails to recognize the importance of mapping the customer journey that is aligned with your brand
• If the top leadership is unable to comprehend the worth of mapping customer journeys to help achieve organizational goals
• If the management is not aware of how customer journey mapping can drive growth and offer profitability for the business

Follow these guidelines to succeed:

• Get out of the inside-out perspective of customer journeys because it is grounded with a biased viewpoint
• Focus on how customers and prospects interact with the brand over multiple touchpoints including your website and social channels, outbound marketing , sales team and customer service department
• Do not make the mistake of overlooking all relevant participants in the customer journey or your risk transforming the customer map into a superficial tool with little or no value

Always base your customer mapping on research that will help your service agents to understand the customer experience from the outside-in. Remember to capture the entire journey and always highlight the key moments that push your customers to stay on the course of their purchase path. 

Wrapping Up

Competition is fierce in this global marketplace, and customer service problems are inevitable. And sometimes it can be quite overwhelming to keep up with the ever-evolving innovations that have tremendous control over your customer experience, no matter how good your business is. 

It will always be outstanding customer service that will make them come back for more. People want to feel special. By addressing their customer service problems, you want your customers to walk away from the interaction feeling not only satisfied with the outcome but valued, understood, and prioritized. Try to adopt the solutions mentioned above and wherever required make use of a competent customer support tool  to upgrade your customer service and delight your customers.

Let’s read through some frequently asked questions in the context of customer service problems and how to resolve them:

Why is customer service problem solving important?

It is crucial to solve customer service problems because you want your customers to be happy and satisfied. It also allows the business to identify gaps in their service and figure out a course of action to take corrective measures. 

With a positive image of the brand, your customers will be more than happy to recommend it to their family and friends. 

How do you write a problem statement for a customer?

A problem statement for a customer primarily involves writing out the detailed description of a specific issue raised by a client that needs to be addressed by the team responsible for problem-solving. 

Start by describing the present condition of the customer’s situation and explain the problem from a customer perspective. Outline any possible financial implications that may be incurred as a result of solving the problem. Without evidentiary support, arriving at a final solution will be impossible. Conclude by explaining the obvious advantages of adopting the resolution.

What are the types of dissatisfied customers from customer service?

Generally, dissatisfied customers as a result of poor customer service can be classified into eight types – meek, aggressive, high roller, rip-off, expressive, passive, constructive, and chronic.

What are the problems faced by customers?

There are several common problems that customers face today. 

Topping the list is the lack of authentic information on products and services. Along with that, complex navigation to specific pages, followed by connection issues with digital payments, is also quite a hassle. Poor standards of customer service, after-sales service, and vague return policies also create problems for customers frequently.

How to solve customer service problems?

Handling customer service problems is never an easy job. While it may seem like a challenging process, remember that even the frustrated customer is looking for a solution. 

The best way to tackle such situations is by carefully listening to the issue at hand and without interruption. Acknowledge the issue and ensure that you have understood the concern from the customer’s point of view. Apologize and then offer a solution if it is readily available. 

Alternatively, if the issue needs more investigation or you do not have an instant resolution, communicate the same to the customer. End the call thanking the customer for calling in and asking if he or she needs any further assistance.

Remember that customer service means taking the good with the bad.

About the author

Proprofs editorial team.

The ProProfs Help Desk Editorial Team is a passionate group of customer service experts dedicated to improving your help desk operations with top-notch content. We stay ahead of the curve on trends, tackle technical hurdles, and provide practical tips to boost your business. With our commitment to quality and integrity, you can be confident you're getting the most reliable resources to enhance your customer support initiatives.

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12 Top Techniques for Customer Service Problem Solving

In the dynamic landscape of customer interactions, effective customer service problem solving is more than beneficial — it's a necessity. It's about recognizing that every conversation is an opportunity to transform a challenge into a solution. This approach leads to an enhanced customer experience, where every interaction is valued.

Along with the do's, we'll highlight some critical don'ts to avoid. Whether you're new to the industry or a seasoned professional, this blog post is dedicated to uncovering effective strategies and techniques that will elevate your customer service problem solving skills to the next level.

Understanding Customer Service Problem Solving: The Essentials

The essence of problem solving in customer service lies in effectively identifying, understanding, and addressing the challenges faced by the customer. This skill set goes beyond issue resolution; it encompasses empathy and practical knowledge to develop solutions that elevate the experience with your brand. On a general level, this can be achieved through active listening and ensuring that service representatives grasp each customer's unique situation. Most customers do not want robotic replies, especially when they are being told "no." They want tailored replies and solutions to their issues.

Why is problem solving in customer service so important? It stands as the cornerstone of building customer retention and trust. When issues are resolved with care and efficiency, it reinforces confidence in your brand. It also solidifies a strong, positive brand reputation. This proactive approach in addressing customer needs helps foster long-term relationships. Further, it ensures a lasting impact on your business's image and customer loyalty.

12 Key Customer Service Problem Solving Do's and Don'ts

Do regularly train and update your team's skills.

Why It's Important: Customer service training plays a vital role in keeping your team equipped to handle a wide array of customer issues effectively.

Example: Implement regular training sessions that cover new customer service tools, communication techniques, and updates about products or services. This could involve workshops on handling difficult conversations or training on new software features.

Best Practice: Schedule ongoing training and development programs. Encourage continuous learning by providing resources like webinars, workshops, and access to relevant industry content.

Do Celebrate and Share Positive Feedback

Why It's Important: Sharing positive customer experiences can motivate your team and demonstrate the value of excellent customer service.

Example: When a customer compliments a team member or expresses satisfaction with a resolution, share this feedback with the team. This not only boosts morale but also sets a standard for the quality of service.

Best Practice: Create a system for collecting and sharing positive customer feedback to highlight success stories and best practices. This can be done both internally within the team and externally on social media or marketing materials. You may also consider incentivizing positive feedback. For example, if an employee receives 20+ 5 star reviews via the customer feedback survey, they receive a $25 Starbucks gift card.

Do Utilize Technology to Enhance Efficiency

Why It's Important: Leveraging the right technology can significantly streamline service processes, leading to quicker problem resolution and more proactive customer support.

Example: Implementing a customer service ticketing system can help track and manage customer queries more efficiently, ensuring no issue is overlooked. Also, implementing chatbots on your website can create an added level of convenience for your customers.

Best Practice: Research and invest in customer service tools that suit your business needs. This might include CRM systems, chatbots, or advanced ticketing systems.

Read More: What is AI Ticketing and 10 of Its Benefits to Customer Support Businesses

Do Create Personalized Customer Engagement

Why It's Important: Personalized customer interactions based on the customer's history and preferences demonstrate a deep understanding of their needs.

Example: Use data from previous interactions to tailor your approach. An example is referencing a customer's past purchases or support issues when offering assistance. This shows the customer that they are valued and remembered.

As you go down this path, you can begin to segment your client base into specific customer types. Some examples might be the "tech-savvy," "senior citizen," and "business-owner." You can approach each of these customer types with a different style, and can even consider personalized email messaging.

Best Practice: Train your team to use customer data effectively to personalize each interaction. Utilizing CRM systems can help in storing and retrieving relevant customer information to make each interaction more personal and meaningful.

Do Offer Multi-Channel Support

Why It's Important: Providing multichannel customer support meets customers where they are most comfortable. This can be whether it's via phone, email, social media, or live chat.

Example: A customer prefers to communicate via social media messaging for quick queries but uses email for more detailed discussions. Offering both channels caters to their preferences.

Best Practice: Implement a strategy that integrates various communication channels seamlessly. This can help provide consistent and effective customer support across all platforms. Most employees can be cross-trained on all these platforms, which is something the organization should strive for.

Do Understand and Adapt to Generational Differences

Why It's Important: Effective communication strategies are key to tailoring your approach to meet the varying needs of each generation.

Example: While a baby boomer might prefer a detailed phone conversation with plenty of confirmation throughout, a millennial might favor a quick chat message.

Best Practice: Train your team to recognize and adapt to the differing needs of each generation. Coming up with a "cheat sheet" of things to keep in mind for each age bucket can be a great resource for employees.

Read More: Customer Service Excellence Across All Generations

Don't Make Assumptions About the Customer's Issue

Why Not: Jumping to conclusions without fully understanding the customer's problem can lead to miscommunication and potentially worsen the situation. It's crucial to approach each issue with an open mind.

Example: If a customer is unhappy with a product, avoid assuming it's due to user error. It could be a misunderstanding about the product's features or an actual defect. Assuming user error can infuriate a customer as they consider you are blaming them directly for the issue they are having.

Better Approach: Always ask clarifying questions and listen carefully to the customer's explanation. This ensures that you fully understand the problem before offering a solution. An example might be if you offer computer security software that requires user set-up. You, as the employee, should be knowledgeable about the process already. Ask the customer to explain the steps they took during installation to see if they have missed one or done things out of order.

Don't Neglect the Emotional Aspect

Why Not: Focusing solely on the technical side of a problem-solving process and ignoring the emotional intelligence in service can make them feel undervalued and frustrated. Focusing on emotional intelligence gives a more comprehensive understanding of the customer's feelings.

Example: If a customer is upset about a delayed shipment, simply explaining the logistics process without acknowledging their frustration can leave them feeling unheard. They want to know that you understand where they are coming from.

Better Approach: Empathize with the customer's emotional state. A simple acknowledgment like "I understand how frustrating this must be" can go a long way in calming an upset customer and building rapport. Using the logistics example, put yourself in the customer's shoes. They may be waiting for an important package, perhaps a medical device, or a birthday gift for a loved one. Each situation should be treated as if the package contains something of timely importance, not just any materialistic good.

Don't Overlook the Importance of Follow-Up

Why Not: Failing to follow up can leave customers feeling neglected and can lead to unresolved issues resurfacing.

Example: After resolving a customer's issue, not checking back to confirm their satisfaction can lead to missed opportunities for feedback and improvement. For example, let us say that you work for a telecommunications company. You visit a client to resolve an issue with a cable tv box that seems to turn off at random intervals of use. You have not heard from the customer in a week. Even though it is safe to assume that all is well, it is still a nice gesture to check in with the customer to ensure everything is working well. They will appreciate that and likely remember you for outstanding service.

Better Approach: Implement a system to routinely follow up with customers after their issues have been addressed. This will help increase satisfaction and provide valuable feedback. This can be done via an email survey, phone call, or even personal visits, depending on the type of business.

Don't Underestimate the Power of a Knowledge Base

Why Not: A well-maintained knowledge base is a vital tool for efficient problem solving. Neglecting it can lead to inconsistent or outdated information being provided to customers.

Example: Customer service representatives relying on an outdated knowledge base might provide incorrect information. This can lead to further customer frustration. For example, a customer may be calling you back about an issue regarding a malfunctioning cable TV box. If you do not have a record of the initial call notes, or have notes about a similar issue from two years ago, this is cause for confusion and frustration.

Better Approach: Regularly update and maintain your knowledge base. This ensures that your team has access to accurate and current information, which is important for effective problem-solving. Investing in good cloud-based knowledge base software is a prudent step.

Read More: Everything You Need to Know About Customer Service Knowledge Base Software

Don't Dismiss Customer Feedback

Why Not: Ignoring customer feedback can lead to repeated mistakes and missed opportunities. Customer feedback analysis is essential for continuous improvement and innovation.

Example: Not taking customer complaints seriously or considering them for future changes can result in a loss of trust and customer loyalty. For example, let us imagine that you manage the mens clothing design at a noteworthy athletic brand. You change the design of a pair of popular pants and start to receive negative feedback about the fit on post-purchase surveys. If you take no action, customers could boycott your brand.

Better Approach: While it is one thing to actively encourage customer feedback, it is another to action this feedback into a tangible result. Use received feedback to inform service improvements for customers and training programs for employees.

Don't Rely Solely on Scripted Responses

Why Not: Over-reliance on scripted responses can make customer interactions feel impersonal and ineffective, especially in complex problems.

Example: Using a standard script for a unique problem can frustrate customers who seek a more personalized approach. For example, imagine you are a customer looking for a refund on a product you did not receive, even though the company claims to have shipped it. If the company replies using a generic response such as, "while we are sorry your item did not arrive, we completed our end of the agreement by sending it out. Please follow-up with the shipping company." While this is technically correct, customers do not want to be passed from company to company to get their answer. In this case, it might be more valuable for the seller to contact the shipping company on the customer's behalf and open up an investigation. Going the extra mile saves the customer added time and frustration. It might also score you, as the seller, some extra points and loyalty.

Better Approach: Train staff to use scripts as guidelines rather than strict rules. Encourage them to personalize interactions based on the specific context and customer needs.

Read More: Seamless Customer Experience: Top 10 Strategies for Better Service Delivery

The Bottom Line: Mastering Customer Problem Solving

Effective customer problem solving is essential in the dynamic world of customer service, turning every interaction into an opportunity for positive change. As highlighted earlier, addressing and solving customers' problems is not just about quick fixes but about creating lasting relationships. This involves actively listening, empathizing, and using tailored strategies to meet individual customer needs. This approach not only resolves immediate concerns but also sets a high standard for customer service, contributing to the long-term success of any business.

To elevate your team's game, explore Giva's innovative Customer Service Software . With features like a customizable dashboard, robust reporting analytics, and quick setup, Giva is designed to streamline your customer service process. Experience Giva's impact on your customer service delivery by trying it free for 30 days .

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8 customer service challenges and how to resolve them

The most important skill for a customer service agent to learn is empathy. that, plus a well-crafted customer service plan, can solve nearly any problem that arises..

• Sandra Mathis, Microsoft

Customer service agents are the first line of defense in solving issues and managing customer expectations , but finding a solution is not always as easy as it seems.

How an agent addresses a challenge can be the difference between a repeat customer or one that will seek out a competitor. Understanding the top eight common challenges -- and how to address them -- is only the first step to ensuring long-term customer loyalty .

1. Managing customer expectations

The core of all customer service interactions is understanding the customer's needs and the best way to satisfy them. It begins with customer service agents actively listening to the customer as they explain their issue. Next, agents must act as investigators as they take that information and ask additional questions to get to the root cause of the problem. Then, they can identify the best solution based on the company's processes and procedures.

Customer service agents must empathize with customers because they need to build a relationship that instills trust. If the customer knew how to resolve the problem independently, they would not have reached out for help. The customer service agent can address the issue beginning with an apology:

This article is part of

Ultimate guide to customer service for businesses

• Which also includes:
• 10 customer service best practices to follow
• 13 customer retention strategies that work
• 5 examples of bad customer service and how to avoid them

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"Mr. Black, we're sorry for the problem you are experiencing. Let's see how we can get this matter resolved for you. Can you tell me more about what's happening? "

Then, the agent can ask follow-up questions to help get more context for the problem. Once the agent identifies the root problem and possible cause, they can start finding viable solutions.

2. Not having a satisfactory answer

The general expectation is that a service agent will resolve any concern or problem a customer may have. However, a time will inevitably come when a customer service agent cannot answer a customer's question or provide a satisfactory resolution to their problem. If a proper solution takes time beyond the first call, customers should have their expectations managed with regularly scheduled follow-ups . A possible response to a customer could be:

"Ms. Johnson, I am looking at your account information. Based on what you are telling me and what I can view on your account, I will need to follow up with another agent to give you the correct information on the next steps. Can I place you on hold for two minutes to do that follow-up?"

It's essential to manage expectations and provide an update if a full resolution is still in progress. It's critical not to leave the customer wondering.

3. Transferring customer calls too frequently

There are two red flags for customers when they contact a customer service department -- a phone tree that goes on and on and automated messages that transfer them from team to team. While a call sometimes needs to be transferred to better support a customer's needs, making this process as seamless as possible is crucial to creating a superior customer experience. The agent should inform the customer who they will be speaking to and why this transfer is appropriate to their particular needs. A possible response might be:

The general expectation is that a service agent will resolve any concern or problem a customer may have.

"Ms. Hall, I am going to transfer you over to Sue, who is in the payments department. She is better able to look into the details of what happened with your bill back in September. I will remain on the line with you as this takes place."

4. Upset customers

An unfortunate yet common experience is encountering angry customers, and it takes skill to handle them appropriately . Customers want their dissatisfaction taken seriously and their problem resolved as quickly as possible. It is essential that a customer service agent listens and responds with genuine empathy and compassion during these interactions. A good guideline is to apologize for the situation; a customer service agent should take responsibility and accountability for the organization.

"Mr. Smith, I'm sorry this happened. Let me see what I can do to resolve this situation for you as quickly as possible."

5. Customers are dealing with service outages

It is paramount to be transparent with customers about what the service team does and does not know when service outages happen. The best approach is to explain what the problem appears to be at that moment, including if there is no current estimated time of resolution. There is often an ongoing communication response plan by those working on the outage or crisis response teams in cases like this.

"Mrs. Jones, I'm sorry that this outage has impacted you. The service outage is on our end, and our response team is diagnosing the problem with our technicians. Once we have a clear idea of the cause, we can provide an estimate for when the service will be restored. Based on my current information, we expect to get our next update in an hour. At that point, I could provide an update via email or text message, depending on your preference. Thank you for your patience and understanding."

6. Lack of time due to serving multiple customers at once

Addressing multiple tasks and customers at a time is sometimes unavoidable. It's often best to have a method in place to handle these scenarios when they arise. When addressing the first customer, the agent should inform them it will take time to manage their inquiry or find a solution. Often, customers are okay being placed on hold if it means a resolution is coming.

"Ms. Lee, are you okay if I place you on hold to look into this situation further? It should only take me a couple of minutes."

Then, if another call comes through, the customer service agent will be expected to multitask both interactions. The goal should be to create an experience that feels personalized -- even while handling multiple calls. This is a skill that will develop over time and takes practice to perfect .

7. Not having a solution to the customer's problem

Occasionally, a customer may have a request that goes beyond what a company provides or offers. In such a situation, the customer service agent is responsible for managing expectations. It's best to give a 'soft no' and provide a comparable alternative if possible.

" Thank you for calling, Mr. Adams. Unfortunately, this is not something we currently offer, but we can do X, which is not quite the same but may still address your needs."

8. Customer service inquiries are not consistent

As service and product offerings evolve, new procedures for addressing issues can come from ad hoc experiences. As a result, the customer service experience may be inconsistent and not align with the customer service workflow or the appropriate stage in the customer journey . The agent should be able to use their expertise to help address any discrepancies. As the customer service team compares the agent's work against the established customer service plan , they can identify key areas to be revised while keeping the customer journey in mind.

Applying the tips identified in these eight scenarios will enable customer service agents to tackle challenging customer service situations and help build long-lasting customer loyalty .

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The 8 biggest customer satisfaction challenges and how to overcome them

Deeply understanding your user needs, drivers, and desires is the key to improving your customer satisfaction (CSAT) scores. 

But mastering customer satisfaction and overcoming its biggest challenges involves navigating a tricky balancing act. You need to actively respond to customer concerns, adapt to their changing wants and needs, and understand a range of customer motivations—all while keeping your brand, product, and values intact. 

Last updated

Reading time.

This article guides you through eight key customer satisfaction challenges (and solutions) companies experience, so you can better anticipate pitfalls, deliver on shifting requirements, and level up your customer experience (CX) . 

Want to increase customer satisfaction on your site or digital product?

Hotjar’s tools give you key insights about customer satisfaction and the reasons behind it—so you know exactly what to improve.

Top 8 customer satisfaction challenges (and solutions) 

Customer satisfaction challenges can be a result of:

Poor communication with your customers

Not understanding what your customers want to achieve with your product

A bad product experience (PX) that prevents customers from coming back

But to tackle these challenges and improve customer satisfaction, you need to balance customer and business needs without compromising your unique selling proposition (USP) . 

Remember: you can’t satisfy everyone. But staying true to your brand, product, and company vision helps you provide real value to your target customers and their specific needs —and carve out a niche for your brand. 

Let’s explore some common challenges to customer satisfaction and how to overcome them, so you can foster a customer-centered experience that accurately reflects (and delivers on) user needs. 

1. Understanding customer needs 

As customer needs and buying behaviors change, it can be difficult to pinpoint what they want—especially considering how much needs vary between different customer profiles. And how do you know whether you’re satisfying customers if you don’t know exactly what their needs are? 

For example, a product team might not know what features or upgrades to prioritize if they don’t have insights into their target customers’ motivations, problems, or desires—which could negatively impact their customer satisfaction score with each new product or feature rollout. 

So, how do you find out what your customers are thinking and feeling, and use those insights to turn your product into a valuable solution for different user types? Here are some methods you can use:  

Do market research to achieve better product positioning and highlight your service's USP. Use LinkedIn to keep up to date with trending industry topics and experts; check out popular market trends or statistics on Statista; or read competitor analysis and customer reviews on G2 to dive deep into your competitors, their audience, and what attracts them to the product or brand. 

Survey and interview customers to better understand your product’s real use cases. Ask them what they like or dislike or how you could improve their product experience. 

Spot patterns in user behavior: use customer analytics software or tools like Woopra to gather diverse insights throughout entire customer journeys based on hashtag use, social media activity, and website traffic. 

Develop your ideal customer profile (ICP) by analyzing key user insights. Analyze trends in customer behavior, characteristics, pain points, and demographics like job title and geographic location. 

Segment customers into the ICP persona that suits them best to make sure you’re pinpointing and delivering on each customer type’s specific needs. For example, a SaaS company might target certain personas with a personalized email drip campaign and get them to speed up adoption by appealing to that group’s proven need for a specific product feature. Then, they could introduce those same people to other product features during the user onboarding process .

Customer satisfaction can be improved by making sure you have a solid understanding of your target audience and their needs so you can tailor your product offering accordingly. This will help you create a product that’s truly unique and valued by your customers. It’ll also help you understand why your customers are satisfied or dissatisfied with your product offering.

Pro tip : use Hotjar's (hi, there👋) Observe tools to dive deeper into understanding your customers, their needs, and what motivates them. Watch Recordings of users as they explore your website or digital product, or create Heatmaps of your high- and low-performing web pages to see where they click and how far they scroll—so you know what engages them, what blocks them, and how to improve their experience.

Hotjar Session Recordings let you visualize how users navigate your website and digital product 

2. Prioritizing customer needs and requests

Now that you know what your customer needs are, the next challenge is knowing which requests to prioritize and act on. Satisfying customers isn’t about building every feature they ask for or acting on every demand . 

For example, if an ecommerce website like Amazon implemented all its customer feedback, it’d be an unrecognizable brand with a chaotic product offering, unable to provide true value to any particular customer type. 

Remember: there are many ways businesses can improve their customer experience while maintaining their unique style and tone of voice. And when you’re dealing with competing urgent requests, analyze various sources of customer data to determine which changes best align with your value proposition and promote healthy product backlog management . Here’s how:

Map the customer journey to understand key customer interactions with your digital product and website. Track how different user personas experience the customer journey and identify any points of friction or opportunities for improvement. 

Follow social media mentions to learn more about customer needs with social listening tools like Brandwatch or BuzzSumo, and gather customer support tickets and user feedback

Categorize customer experience insights by product updates — like feature requests and product design changes — or problems concerning bug reports, and the user experience (UX) and user interface (UI)

Analyze trends or patterns in high-volume requests and sort them into high-priority or low-priority categories based on your business and product requirements. For example, if one customer asks for improvements on your ecommerce website's checkout page, but another prefers it to stay the same, first determine the popularity of your requests. Then, use the insights you gather to understand if your checkout page is causing an urgent problem in the customer journey . Finally, survey your customers to find out which checkout page format is more popular and why .

Focus on high-value changes like urgent problems in product functionality or changes that align with your product roadmap and are within your team’s capacity. For example, by reviewing and segmenting customer feedback, a SaaS team might notice that a buggy user interface blocks users from subscribing to their software. Because that’s an urgent functionality problem that directly affects the user experience, they’ll know they should act quickly to resolve and prevent any customer satisfaction issues. 

Implement your changes and survey customers, or collect instant feedback on your new product update or feature to gauge customer satisfaction and impact

🔥 Pro tip: group support tickets and feedback from customer interviews into categories to better prioritize and understand the why behind customer needs and requests .

For example, after noticing a build-up of support tickets in their UI category, a product team might watch Recordings of users navigating their digital product, where they notice their navigation buttons aren’t apparent or intuitive to new users—alerting them to redesign their UI and boost their customer satisfaction score.

3. Using the right tools and channels 

With more and more customer touchpoints, channels, tools, and insights emerging all the time, it can be hard to know if you’re harnessing the right technology to effectively reach and satisfy your customers . 

Finding the right tools and channels for your business is all about understanding your target audience and what they’re trying to achieve—their jobs to be done (JTBD) — and understanding your own business goals and marketing strategy:

Research the tools your competitors are using: for example, if you're a SaaS startup only using email to communicate with your potential customers, consider adding a live chat widget to your site to offer additional customer support and engagement

Invest in omnichannel communication to target your customer types wherever they are. Unify the customer journey across all communication channels and touchpoints: third-party apps, mobile devices, text, chatbots, email, social media platforms, and company websites. 

Talk to your customers throughout the customer journey and place unobtrusive Hotjar Feedback widgets on key touchpoints or conversion — checkout and landing —pages to find out what's lacking in their product experience or what improvements they’d like to see .

Find tools that facilitate customer engagement like Kommunicate.io, LiveChat, WhatsApp, or chatbot software to answer user questions, provide resources, and promote product adoption

Choose tools that help you achieve your marketing strategy: your marketing plan should detail which channels your target audience uses the most, your budget, your marketing techniques or content strategy, and your publishing schedule. For example, if your marketing plan states you should post to Instagram three times per week, invest in tools like Hootsuite that make scheduling content easy. That way, you’re finding tools and channels that complement each other and your business goals. 

4. Consistently communicating with customers  

Customer satisfaction relies on your ability to build rapport with your customers and forge new ways of communicating with them across multiple channels. But staying consistent in your communication can be overwhelming, especially when you’re dealing with a lot of customers across tons of channels. 

So what can you do to communicate regularly and effectively with your customers? Here are some ideas: 

Post regularly on social media and schedule your content with tools like Loomly or Sendible to keep your audience engaged. Poll your audience using Instagram stories, respond to comments directly, and repost user-generated content to inspire community engagement. 

Develop internal communication systems that route customer support tickets to customer service as well as the appropriate department to promote cross-functional collaboration . For example, after explaining a problem to a customer support agent, a frustrated customer shouldn’t have to start from scratch after being transferred to another department. 

Personalize content to reach different customer profiles at different stages of their customer journey. For instance, an ecommerce company could send out targeted emails reminding customers to complete their purchase after recently abandoning their cart, or a product team might send a survey to recent subscribers to keep their product top of mind and two-way communication channels open. 

Enable customer support teams with the right tools, training, and resources to empathize with customers, spot potential problems, and proactively find solutions or provide tips to alleviate their frustrations. 

Regularly collect customer feedback by using Hotjar Feedback widgets and Survey tools to gauge customer sentiments and proactively identify any user issues or blockers to the customer experience.

How to deal with difficult customer questions 

Part of communicating with your customers means facing difficult questions you might not have the answer to, yet. And when it’s a time-sensitive situation or you’re on the phone speaking with someone directly, you don’t want to disappoint. But giving your customer the wrong answer could frustrate them even more, or initiate their search for an entirely new solution. 

If you’re in this situation, you should: 

Take your time: a great customer service agent shouldn’t feel pressured to provide an answer right away. If you don’t have an answer to a question, take time to understand the situation and speak to a product expert or manufacturer. 

Be transparent about how long it’ll take you to get back to your customer and politely ask for their contact details

Share your results or recommendations with the customer as soon as possible to keep their interest and trust

5. Handling angry customers 

No matter how great your product is, there'll always be an angry customer, and you need to be prepared for unpleasant interactions and support your employees with tried and tested mitigation strategies. 

Without strategies to manage angry or upset customers, you could spend valuable time and energy rationalizing with every person who simply called in to vent or entertaining user frustrations beyond your control. 

To effectively handle angry customers and improve customer satisfaction, you can: 

Hire and train skilled customer service professionals: investing your time in hiring excellent customer support reps and training them in-depth about company policies, practices, culture, and values leads to a positive customer service experience and helps eliminate customer anger. According to Salesforce, 78% of customers will overlook a company mistake after experiencing outstanding service. 

Promote empathy and level-headedness: part of training a great customer service team is ensuring they handle every customer interaction with grace, empathy, and professionalism . Teach your team to be proactive rather than reactive, and offer them company perks that help relieve the stress of their jobs, like spa treatments, therapy sessions, or gym memberships. 

Survey dissatisfied customers: use Hotjar Surveys to create and distribute Net Promoter Score® (NPS) or CSAT surveys, and ask customers to provide a reason for their low scores. Analyze these surveys to make product or website improvements, and use your previous scores to benchmark your progress.

6. Navigating service outages 

Anyone doing business online or working with software knows that service and technology malfunctions happen. But when customers rely on your software or product to accomplish their goals and solve problems, a service outage can negatively impact customer satisfaction—and quickly. 

To skillfully navigate service outages, the most important thing you can do is to keep customers informed. Here’s how: 

Reroute customer service complaints and calls specific to the outage to a specialized customer support team equipped with answers and timelines

Post service repair updates on your social media channels, send an email blast, and update your website to show customers you’re acknowledging and working on the problem

7. Creating an intuitive onboarding experience

The way you onboard users directly affects customer retention and satisfaction and can make or break a customer’s likelihood of adopting your product or using all the tools and features you have to offer.

An intuitive onboarding process guides users to understand and use your product with step-by-step instructions like tooltips, product guides, demos, and pop-ups. And it exposes customers to your product’s full value over a natural progression without distracting or overwhelming them with too much information. To create an intuitive onboarding experience:

Motivate users to reach their goals with tooltips, pro tips, pop-ups, and success banners. Walk them through specific steps, features, or functionalities as they use your product to build confidence and improve their product experience. 

Provide help centers, knowledge bases, or a learning center on your website where users can access self-service resources and guides on specific topics, features, or tools

Make your product immersive with dynamic videos, tutorials, and customer testimonials that demonstrate how various power users make the most out of it. Engage your customers with multimedia content throughout the onboarding process to spark interest in your product and promote adoption. 

Use chatbots or live chat software to answer frequently asked user questions or provide customers with additional resources to lessen their frustration and help find solutions

Inform your onboarding optimizations with user feedback: for example, after receiving feedback from a user wanting to track their team’s onboarding progress, a SaaS company might add a team progress section into their product offering that notifies users whenever a colleague discovers a new product feature or completes a step.

8. Aligning UX and UI teams

Strong website or product design doesn’t guarantee a great user experience, and too often, UX and UI teams run off with their unique product visions without first aligning their approaches.

And without collaboration between UX and UI design teams, your users will have a frustrating and confusing product experience that impedes customer satisfaction and product adoption. 

To align your UX and UI teams: 

Use internal communication systems like Google Docs or Slack, so your team members can communicate consistently and collaborate on design projects or details with ease

Invest in web app design templates that allow for multiple users or contributors

Experience the customer journey firsthand: have UX and UI teams go through the website, web app, app, or product they’re working on and spot potential problems or gaps in your user experience or design. Watch Hotjar Recordings of user sessions within your site or digital product to drive key UI and UX improvements. 

Overcome customer satisfaction challenges with user-backed insights 

How customers experience your product and their levels of satisfaction change constantly—so you need to measure customer satisfaction regularly and over time .

Truly understanding which improvements make sense—both for your customers and your business—helps you provide the most value for your users while staying true to your goals and overall strategy.

Whether it’s a quick fix or a long-term shift in customer satisfaction, collect quantitative and qualitative insights to make the right decisions for your product and users.

FAQs about customer satisfaction challenges and solutions

What are the biggest challenges to creating customer satisfaction.

There are many examples of customer satisfaction challenges, depending on your industry, business, or customer type. Some of the most common challenges to customer satisfaction are: 

Understanding customer needs 

Prioritizing customer needs and requests 

Using the right tools and channels

Consistently communicating with customers 

Handling angry customers 

Navigating service outages 

Creating an intuitive onboarding experience 

Aligning UX and UI teams

What metrics can I use to track customer satisfaction?

The most popular metrics for tracking customer satisfaction rates are: 

Net Promoter Score®

Customer Satisfaction Score

Customer Churn Rate

Customer Lifetime Value

How do I balance business needs with customer needs?

The best way to balance business needs with consumer demands is through transparency and understanding your customers to align your product with their needs. To do this, use data analysis and feedback surveys to get a glimpse into customer interests and pain points . Then, use those insights to create informed strategies that’ll serve customers according to their preferences. This eliminates guesswork and allows you to keep customers satisfied by giving them what they want. 

Customer satisfaction techniques

Previous chapter

Guide index

Customer Complaints: 8 Common Complaints & How to Resolve Them

Published: October 10, 2022

Your customers are your purest form of quality control. Without their approval, your business doesn't grow and succeed. So, when customer complaints roll in, it's important to hear them out because these are opportunities to improve the customer experience and prevent potential churn.

No matter which industry you're in, you're going to deal with customer complaints. Even if your business doesn't make a mistake, one of your customers will eventually hit a roadblock that leads them to your customer service team. These are the situations where your service reps make or break the customer's journey .

If you want to increase customer retention , you need to prepare your reps for scenarios they'll face with difficult or frustrated customers . In this post, we'll break down the different types of customers complaints as well as the steps your team can take to resolve each one.

• Types of customer complaints
• Customer complaint resolution techniques

Customer Complaints

Customer complaints are pieces of feedback that point out problems with your company's product or services. These are opportunities for your business to improve its internal processes and create a better customer experience.

Below are a few common customer complaints you can expect your service team to encounter.

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1. Long Wait on Hold

If your team works in a call center, Average Time on Hold (ATH) is one of your most important call center metrics . Customers want fast answers and can't afford to spend their afternoon with a phone glued to their ear. In fact, studies show that after about two minutes, customers are likely to hang up the phone and 34% of those customers won't call back. That means you can potentially lose a third of your customer base just because you didn't pick up the phone fast enough.

How to resolve this customer complaint:

Long hold times indicate two problems. First, it could mean that your customer demand is too high for your customer service team. In this case, you should consider hiring more reps to meet the needs of your call center. In the meantime, your reps should apologize for the long wait times and work to ensure first call resolution.

The other issue may be that your call center lacks automation. Call center software can provide your service team with features that streamline operations and complete tasks automatically. By adopting this technology, you can optimize your team's production by removing menial tasks from their day-to-day workflow. This should reduce hold time complaints and create a more satisfying service experience.

2. Unavailable or Out of Stock Product

It's usually a good sign when a product goes out of stock, but if it stays out of stock, customers can become impatient for its return. They may demand a special order or repeatedly call for product updates. This typically indicates a time-sensitive need for your product which should be fulfilled immediately.

As a customer service rep, you might not have any say in when a new shipment will be ordered. Reps should report these issues to their managers who can notify both sales and product management teams. Service reps should encourage customers to remain patient and let them know that they'll reach out when the shipment arrives. This type of proactive customer service will assure customers that you're aware of their time-sensitive needs.

3. Making Customers Repeat Their Problem

Customers hate repeating their problems to your reps. This happens when they're either transferred to new reps or dealing with an agent who isn't paying close attention. When customers have to describe their issue multiple times, it's both a frustrating and time-consuming experience.

If a customer is complaining about having to repeat their issue, the best step you can take is to stop transferring their call. Even if you need to connect the customer with a specialist, reach out to that agent internally and see if you can relay the advice. This may be more tedious, but it will meet the customer's immediate needs.

A long-term solution to this problem is to invest in help desk software. A help desk can manage and distribute incoming service requests to the most ideal agents. That way, your customers are connected directly to reps who are best suited to resolve their problems.

Opting for an all-in-one customer service solution is also recommended. It helps keep track and respond to all customer interactions across multiple channels within the same place. Service reps get easy access to previous customer conversations and additional customer details, helping them provide tailored experiences. 

4. Uninterested Service Rep

Whether it's their tone, personality, or even just the time of day, some customers simply won't get along with your customer service reps. When a rep fails to meet their needs, some customers think it's due to a lack of interest in their case. Sometimes this is true, other times customers have expectations that are higher than what your team can provide. Regardless of where the fault lies, when your reps fail to appear invested, your business's reputation takes the hit.

When dealing with this type of customer complaint, reps should consider what they can do to provide above-and-beyond customer service . Every business has protocol, but it's sometimes worth bending the rules if that means preventing customer churn . At the very least, reps should pay attention to their tone and body language to ensure they're displaying a motivated and attentive demeanor.

If a customer does report an issue with a rep, management should always investigate the issue. Managers should give their reps the benefit of the doubt but try to get every possible detail. Rather than criticizing the rep's approach, look for opportunities to teach the agent about preventing these types of situations. If these issues continue to occur, it may be time to take more severe actions.

5. Poor Product or Service

When your product breaks, you can expect the customer to complain. In some cases, the product isn't broken, rather, the customer doesn't understand how to use it. Other times, customers aren't a good fit for your product or service, but they blame your company for failing to fulfill their needs. No matter how customers arrive at this conclusion, your team needs to know how to prevent them from turning to your competitors.

If the product isn't broken, educate the customer. Find out what their goals and needs are, then teach them how they can use the product to achieve success. If the product is broken, provide options for immediate replacement and try to determine how it broke. If it was user error, gently point out to the customer how they can avoid this outcome in the future.

For a long-term solution, consider adopting customer feedback tools to survey customers about your product. You can use NPS® surveys to measure customer satisfaction and learn how you can enhance your product's features. These feedback tools provide both quantitative and qualitative data that you can use to improve product development.

6. No First Call Resolution

When customers call your service team, they expect their issue to be resolved after the first call. Studies show that 67% of customer churn is avoided if the service request is fulfilled during the first interaction. While that doesn't mean you should hold customers on the phone, it does mean that they should be pursuing first call resolutions.

When your reps begin a customer interaction, they should make note of the case's urgency. If the customer has time-sensitive needs, try to resolve the case in the first call but don't waste time repeating steps or researching irrelevant information. If your reps don't have the answer, they should ask politely to follow up and explain why that process will yield a faster resolution.

One way you can improve first call resolution rates is to add self-service support options to your company's website. Tools like community forums and a knowledge base can help customers find their own solutions and avoid service calls altogether. This creates a more enjoyable and convenient service experience for your customers.

7. Lack of Follow Up

When you do have to follow up on a case, customers will often have different expectations for follow-up communication. Some customers will expect an ongoing chain of updates while others will be more patient. If your reps aren't consistently clear about response times, your customers may think you've forgotten about their case.

If you do have to follow up on a case, your service rep should make communication expectations clear. Ask the customer if the proposed frequency works for them, and if not, establish a system that works for both your rep and the customer. Your reps should be dedicated to customer needs , but customers have to give your reps space to work on the issue independently. If your reps are constantly providing updates, customers will wait longer for solutions.

If your team is having trouble keeping track of follow up, you should consider adopting a ticketing system . Ticketing systems document incoming requests and make it easier for you to manage active service cases. And, you can integrate it with your CRM so tickets will be directly attached to customer profiles.

8. New Product or Feature Request

This one isn't necessarily a complaint but is something that customer service teams encounter on a daily basis. If your product or service doesn't meet all of your customers' needs, they'll ask if they can propose a new product or feature. While some of these are helpful, most fulfill specific use-cases that don't apply to the bulk of your customer base .

In these cases, you should have a self-service space where your reps can direct these requests to. These product requests are valuable, but you can't afford to have reps spending their day listening to customer ideas. Create a forum where customers can post these ideas for your product development team to see. This will give your team an opportunity to comment and engage with customers who want to improve your product.

How to Handle Customer Complaints

When handling a constant stream of customer needs daily, it can be overwhelming trying to formulate a plan to resolve the complaints coming in. However, it’s not impossible. Empower your service teams to do their best work by following these steps.

1. Collect feedback and look for patterns.

The first step in addressing customer complaints is to dig into the complaints you have received. Using a tracking software will make this process much easier as you’ll be able to quickly access feedback and metrics like average call times.

Next look for patterns. Does a portion of your customers have similar complaints? For example they may say longer call hold times, or report a bug with your product.

Whatever the complaints are, you’ll need to examine the feedback you’re getting first. You can’t fix what you don’t know.

2. Talk to your service team.

Next, share this feedback with your service team. Discuss their pain points solving for the customer and gather any additional insights. Are they overwhelmed with the volume of calls and tickets received? Do they have the tools needed to provide the best service possible? Could your current service processes be improved?

Your service team is on the frontlines with customers every day so their feedback is invaluable for improving the customer experience.

3. Determine the root causes of the problem.

Now that you have a good grasp of the issues your customers are facing, it’s time to address the main causes.

For example, if customers report long call wait times, it could be that they are calling during peak times of the day when your service team is swamped with higher than normal call volumes.

Did you roll out a new product feature that has a few bugs and is causing consistent complaints across the board? Maybe the details of the new feature were not communicated clearly to customers and are causing friction. Getting to the root of the issues will help you formulate a plan which we’ll cover next.

4. Create a plan to address customer pain points.

Now that you’ve found the main cause of your customers’ dissatisfaction, it’s time to implement a plan to solve the issue.

If the root cause is an issue with your current internal service processes, update them to make them more clear to the team and provide more training if necessary.

Maybe your service team noticed an influx of customers calling for information that could be better communicated with a self-serve FAQ page or similar option. Creating a knowledge base customers can use to resolve their issues may be the best solution for light troubleshooting. This way customers don’t have to wait on hold and it frees up your service rep’s time to handle more complicated service requests.

Next, we'll cover some best practices your service reps can use daily while interacting with customers to improve their experience.

Customer Complaint Resolution

Customer complaint resolution is the process of receiving negative feedback, investigating the cause of the issue, and resolving the problem — all while communicating to the customer in a way that makes them feel heard.

Resolution handling with the goal of turning dissatisfied customers into glowing evangelists of your service experience comes down to these techniques:

1. Be accessible.

If the customer has an issue with your product or service, having to jump through hoops to get it resolved will only create more frustration.

Make it easy to solve issues by providing self-service options and being easy to connect with across channels.

2. Use active listening to understand their complaint.

The best thing you can do for a dissatisfied customer is to actively listen and engage with them.

• Ask clarifying questions.
• Stay focused on their needs.
• Empathize with them.

3. Acknowledge their frustration.

The best thing you can do for a dissatisfied customer is acknowledge their frustration and validate their feelings. Empathy is one of the most important customer service skills , and acknowledging their frustration helps them feel heard and appreciated.

4. Reiterate for clarity and understanding.

Show that you were listening by stating their issue back to them. By doing this, you're confirming your understanding and getting approval from the customer.

5. Seek a first-call resolution.

With more contact attempts in pursuit of a solution comes more friction. With more friction comes more frustration.

For a truly stellar customer experience, all effort should be made to completely resolve the issue during the first call. Not only does it increase customer satisfaction, but it also reduces the load on the support team as a whole.

6. Provide a plan of action.

If you're unable to provide a solution on their first call, set expectations for what comes next.

• Will they hear back from you?
• What will you be doing in the meantime? (getting necessary information, etc.)

If you know that their problem is one that has no solution due to limitations of your system or some other reason, acknowledge their frustration and detail what actions you're taking based on their feedback (forwarding their concerns to the appropriate department, escalating the ticket, etc.).

Strive to Delight Customers

In the end, not all customer complaints will be resolved to the customer's satisfaction, and some customers may still walk away upset. However, it's up to you to provide a great experience to reduce these instances where you can.

Editor's note: This post was originally published in July 2019 and has been updated for comprehensiveness.

Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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The Guide to Effective Customer Service Problem Solving

Cases that start as “I don’t know” quickly become “I figured it out!”

“I don’t know” isn’t a good enough answer in customer support. When customers come to you with unique problems and unusual questions, we can’t refuse to answer them. In this guide, we’ll give you the steps to turn that “I don’t know” into something better:

“I don’t know, but I’m going to figure it out.”

With this guide to effective customer service problem solving, we give you a three-step process to follow:

• take stock of the information you’ve been given,
• gather any additional information you need,
• and then work to solve the problem and respond to the customer.

Let’s get started.

Assess the information you have

Information is the most important tool in your tool belt. The first step in solving any problem is to identify all the information you already know. Whether this case was escalated to you for help, or if you’ve just realized that there may be more than meets the eye to this problem, take the time to lay out everything you know.

Customer’s tone

How does your customer feel about the situation? Are they technically minded, or are they struggling to describe technical issues ? Are they calm and cooperative? Or combative and frustrated? Is this a deal-breaker for them? Or is it just a weird bug? The demeanor of your customer will inform how you approach the situation going forward.

Customer’s history

Do a quick review of the customer’s previous support interactions, any purchases they’ve made, what plan type they are on, etc. This context will help you replicate the issue, as well as respond appropriately to the customer.

What’s happening?

Do you know enough about what’s happening? Have they sent through screenshots? Error messages? Console data? What were they trying to accomplish? It doesn’t need to be a technical problem for this step to still be important. Understanding what the customer’s motivation is will help solve a variety of issues.

Has this happened before?

It’s very unlikely that this is a brand new problem. Has the customer reported it happening before? Has any other customer reported it happening before? Help desk search functions are incredibly powerful tools. Search error messages and problem statements to see if other customers have reported similar issues. You can also search the internet to see if it’s a third-party issue. For example, if you’re using a third-party payment system, you might be seeing one of their errors when customers are purchasing on your website.

Gather more information

Okay, we’re partway there! If you didn’t have an epiphany while you were sorting through the information already at your disposal (sometimes that happens!), it’s time to gather more data.

Can you replicate it?

There’s no way to get more information than to get hands-on with the problem. Do you see the same thing happening?

If not, what information do you need to replicate it?

If you can’t replicate the issue, it’s probably because you’re doing something different or in a different environment. What information do you already have about the customer’s environment? What do you need to know in order to do exactly the same thing?

• Environment: browser version, extensions (try it incognito?), other settings.
• Steps: can they record a screengrab? What are they trying to do? What error message do they get?
• Specific settings: what account are they using? What version of your product are they using? If you can try it in their account (using “admin mode” or “god mode” so you can see it without asking for their username or password), does it happen for you as well?

Ask other people

Now’s the time to check in with other people on your team to see if they have any ideas. Have they ever seen something similar?

Depending on your relationship with your product and engineering team, you may also be able to check in with them at this point. However, many teams have a more formal bug reporting process in place to prevent “side of the desk” questions from interfering with their workflow. If that’s the case, you may want to do more research first.

Solve the problem

Now you’ll need to actually solve the problem for the customer. It might require finding a workaround, or reporting a bug to the development team.

Bug or works-as-designed?

Once you’ve replicated the issue, you’ll need to decide whether that is the way it’s supposed to work, or if you’ve found a bug. If it’s a bug, congrats! You can file a bug ticket and ask your engineering team to fix it. If it’s a feature or a design flaw, you may need to make a case for an update. In this case, the complex problem may turn into a feature request.

Is there a workaround?

Can you get to the customer’s desired end result in another way? Whether the issue turns out to be a bug or a feature, if you can find another way to achieve their goal, your customer will be happy!

Write a great response

Once you’ve replicated the issue, solved the problem, found a workable solution, or at least documented the bug for a future fix, you need to get back to the customer. Writing an empathetic, thorough response can make all the difference in a complex situation.

In many cases, your response will follow the same steps as a great customer service apology :

• Offer explanation
• Fix the problem
• Wrap it up and let them know what’s next

Resources for Customer Service Problem Solving

We all need a little help sometimes. If you’re learning how to fix more difficult problems, these resources can help.

Help Scout’s Art of Troubleshooting

On a mission to troubleshoot a bug? This guide is super helpful .

Support Details website

Learn how to use Developer Tools, especially Web Consoles

Be like Sherlock, and look for clues!

Customer support requires communication skills and problem-solving skills. Looking for the clues to solve the puzzle becomes a big part of your job as soon as you start to take on more difficult customers. With this guide to customer service problem solving, you’ll have a systematic way to approach those tough questions. Cases that start as “I don’t know” quickly become “I figured it out!”

How did you like this blog?

Sarah Chambers is a Customer Support Consultant and Content Creator from Vancouver, Canada. When she’s not arguing about customer service, she’s usually outdoors rock climbing or snowboarding. Follow her on Twitter @sarahleeyoga to keep up with her adventures.

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Customer Service Problem-Solving Techniques to Improve Your Sales

Customers have numerous issues, with varying degrees of sophistication or viewpoint. They are running out of time. They have an almost unlimited number of product options to choose from. They are wooed by product reviews. 

In such situations, a customer may not be aware of the best solution to an issue. You as a service provider, however, can step into their shoes, come to grips with the problem, work out the solution and gain the customer’s trust. 

The ability to solve a customer’s problem is what makes all the difference between churn and loyalty.

What is Problem-Solving in Customer Service?

Problem-solving in customer service is a skill that entails

• Knowing how to handle a conflict
• Being able to calm an agitated customer using tone of voice and true empathy
• Listening and speaking while maintaining a strong grip on problem-solving techniques.

How does bad customer service affect your business?

Customer service issues must be resolved because they affect other parts of the business. Businesses must become more customer-centric and coordinate their services in order to delight clients by effectively solving their problems.

You may have the ideal product and competitive pricing, but if your customer service is poor, your business can falter.

Let’s look at some of the ways in which bad customer service can impact a business.

Harms Brand Reputation

Customers like to share their stories. As a result, when people have a poor experience, they turn to their favorite media to express their feelings. A single poor review on Twitter or Facebook can defame your brand image.

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” -Warren Buffett

Lesser Conversions and Loss of Customers

Inefficient solving of customers’ problems , slow response times, and frequent negative experiences make prospects less likely to become customers and make current customers less likely to stay loyal.

“53% of customers are likely to stop buying from a brand after a poor customer service experience.” – source

Dip in Customer Lifetime Value (CLV)

Companies that consistently provide bad customer service eventually fail. Customers today have so many options that when they have a negative service experience, they will go to a competitor. 

It’s widely known that one-time customers are expensive, whereas recurring customers bring a steady source of income. 

Customer lifetime value is a measure that is computed by adding up all of a customer’s revenue over the course of their engagement with a company. 

You can increase the lifetime value of your customers by delivering outstanding service. This means you can make more revenue by spending less money on customer acquisition.

Steps of Customer Service Problem-Solving

Here is a 5-step process for customer service problem-solving and troubleshooting when you come across a customer issue.

1. Ask, Ask and Ask

Ask the proper questions to learn what is upsetting your customer. You won’t be able to remedy your customer’s problem if you can’t place it. 

For example, ask questions such as, 

“Have you been dealing with this issue for a long time?”

Asking relevant questions will help you identify customer needs while also assisting you in determining an appropriate solution.

2. Identify the Problem

After having a question session with your customer to discuss their pain areas, you can restate or explain the situation as you have come to terms with it. 

You must describe the problem precisely and do so from the customer’s perspective. Get the customer’s approval that you’ve grasped the problem.

Before you move on to the next phase, ask whether there is anything else that is bothering them.

3. Formulate Solutions 

After a thorough examination of the problem, develop various solutions and present the best solution to the customer or prospect. 

Your solution must be focused on the specific problem , and not ambiguous.

4. Deliver the Solution

Deliver the solution as promised. Take advantage of these opportunities to strengthen your customer relationships and demonstrate that you are worthy of their trust.

5. Follow up with Customers

It’s critical to check in with your customers to see how they feel about the solution and confirm that the issue has been fixed. This step demonstrates to customers that your organization values customer service and is committed to providing a better customer experience .

It’s important to ask some of these challenging questions when checking in with present customers in the hopes of upselling, cross-selling, or renewing their contracts. 

“How satisfied are you with our product on a scale of one to ten?”

“How did you come up with that score?”

“What is it about our product/service that you enjoy?”

“Do you think you’ve experienced excellent customer service?”

This will keep you from overlooking warning signs that they’re dissatisfied and might begin to consider switching to a competitor.

In an era where ‘Customer is King” , happy customers are the secret to growth. As a result, customer satisfaction is a direct reflection of the effectiveness of your service team.

“The probability of selling to an existing, happy customer is up to 14 times higher than the probability of selling to a new customer, according to Marketing Metrics” – source

To improve customer experience and increase cross-selling and upselling opportunities, forward-thinking companies link their sales and customer service teams .

9 customer service problem-solving techniques

Customer service exists to assist customers with their demands or any issues that may arise while they are using your product or service. It is, therefore, necessary to train your staff on how to properly resolve customer complaints or problems.  Learn about the methods a service representative can take toward customer service problem solving to deliver superior customer service!

Ask for the Customer’s Needs

Ask probing questions to get to the heart of the matter and uncover unmet customer needs. The answers to these questions can be used to create a workable solution, and this is a consultative approach that will strengthen customer relationships.

Listen to the Customer

Listen to the customer to prod deeper into the issue to determine the underlying cause. Only then will you be able to solve the problem at its core. You could even be assisting your company in developing stronger SOPs or regulations or eliminating a rigid process that is preventing you from running smoothly during the course.

The more you know about your customer and their company, the more you’ll be able to influence their bottom line.

Don’t argue

When we are offended or proven wrong, we have an inbuilt propensity to react in a defensive manner. In customer service, this is a no-no.

To go through the situation unscathed, here are two tips that you can use.

Tip 1: Allow customers to talk

You should let your customers talk until they are able to release their frustrations and calm down. 

Tip 2: Show that you care

The least you can do is support them and be empathetic toward the situation while customers go on explaining their tales. Use consoling phrases to comfort them.

Send Lightning-Fast Response

Every customer is strapped for time and expects a timely response from your support agent, 

Kapture’s omnichannel help desk software can help you streamline how you manage customer inquiries across multiple channels.

Image: Kapture’s omnichannel dashboard

You can route inquiries from a certain channel to a dedicated team. This helps ensure a smooth customer experience and swift resolution of customer inquiries.

Another way around is to add a live chat feature to your website. It is a tool that helps customers instantly connect with your agent and work out solutions. Kapture’s live-chat tools embedded in your website can deliver faster responses.

Follow Solutions to the Conclusion

Once you’ve committed to providing the resolution, it’s in your best interests to see it through to completion.

The standard customer problem-solving process includes following up with clients and providing them with updates to keep them informed.

Sending follow-up emails is the most effective technique to keep in touch with them about the solution’s progress.

Kapture’s help desk software allows you to send emails from the same system that you use to respond to customer queries. You really don’t need to use traditional mail services for this. Likewise, the merits of a single sign-on help desk are many.

Use Visual Content

Your customer service representative can solve customers’ problems in a more comprehensible and exciting manner by offering them visual troubleshooting guides. 

The best options are videos, graphical flow diagrams (depicting step-by-step instructions), or screenshots to resolve some of the very minor yet frequent issues. 

Kapture’s knowledge base feature allows you to store and manage information in just about any format, which includes videos, images, and documents, that can be accessed via self-help tools.

This not only saves your time but also gives customers a quick and intelligible solution to their problems.

Offer an Incentive to Customers

Just to make sure that the recent product or service issue your customer faced did not bring any scar to your relationship, it is a supersmart way to butter up the bond with incentives. 

Offering incentives to clients can help you gain their loyalty, and they may decide to wait until you fix their problem rather than looking for solutions elsewhere.

Incentivizing clients to compensate for the inconvenience encourages them to stay loyal.

Consider presenting a coupon or voucher, for instance, on the next transaction if you want to motivate a customer to use your service again.

Self-Help Option For Your Customers

Provide self-help capabilities such as AI chatbots, knowledge base, or interactive discussion forums so that customers can search, find and resolve problems on their own. AI-powered chatbots offer responses to customer queries contextually.

Do not undermine the convenience of a self-service. This is the most preferred channel of help by customers as revealed by many surveys.

Kapture’s AI and Machine Learning-powered self-serve tools are a fantastic approach to support your tech-savvy customers.

Image: Chatbot powered by Kapture

Customers that are happy with your service will stay longer, become repeat customers, and recommend your service to their friends and colleagues.

That’s why it’s critical to cultivate a customer-centric culture within your organization.

Remember to go the customer problem-solving way to create exceptional customer experiences.

Kapture’s AI-based solutions can assist you in effectively managing the entire customer service process and wowing your clients with customer delight factors such as

• Work-flow automation capabilities
• Omnichannel communication
• Self-help features
• Run automatic surveys
• Generate survey reports

Our solution is easy to use and integrates with other services like cloud telephony, social media, eCommerce, ERP, and others making it easy to collate the information at a centralized location.

Kapture, a customer service automation platform helps your team on how to serve and delight customers right from any touchpoint- and translate those efforts into building a loyal customer base.

Finally, follow the sound and systematic c ustomer service problem-solving techniques outlined in the blog t o win your customer’s hearts.

• customer problem solving
• customer service problem solving techniques
• customer service problems and solutions
• customer-based approach
• handling customer complaints
• problems in sales
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• troubleshooting customer service

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Unveiling the Inside Track: Exploring Key Customer Service Solutions and Pitfalls

As the direct-to-customer market grows, many brands continue to adopt traditional approaches to customer service and stumble over the same obstacles again and again. How should customer service professionals rethink client care? And where should brands even begin this process? Let’s unpack some common customer service problems and solutions.

Below, we outline common obstacles, such as adapting to new customer preferences and gauging success, and cover modern solutions.

Customer Service Basics: What’s the Problem?

Despite popular wisdom, a majority of buyers do not want to speak to a support agent. That’s according to a survey by market research company Forrester . Analysts found most customers simply want accurate, relevant and complete answers to their queries. Why does this matter?

Returning to the study, more than 50% of U.S. adults said they’re likely to abandon their online purchase if they can’t find a quick answer to their question.

Speaking to only those one-in-two shoppers for whom speed is a factor, whether or not a brand closes a sale depends on how quickly customers can locate answers related to a product.

Delving deeper into this topic, 70% of adults said valuing their time is the most important thing a company can do to provide them with good online customer service .

Customers are increasingly using self-service and agent-assisted digital communication channels for customer service, which apply less friction to the shopping experience, Forrester researchers write.

Examples of these channels include:

• Web or mobile self-service .
• Online forums or communities.

Of course, now’s not the time to unplug and retire the landlines. What this report points to is a more nuanced, tech-forward approach to our customer service problems and solutions — an approach that is more vital now than ever.

Common Customer Service Problems 

Customer service problems have become an all-too-common frustration for consumers worldwide. From endless hold times to unresponsive agents and hidden fees, the list of issues seems never-ending. These problems not only hinder the customer experience but also corrupt trust and loyalty. It’s time to address these common grievances head-on and seek out companies that prioritize exceptional support. We delve deeper into some of the most prevalent customer service problems plaguing consumers today.

• Endless Hold Time s: Spending hours on hold, listening to repetitive music or pre-recorded messages, is a thing of the past.
• Unresponsive Agents : Have you ever reached out for assistance, only to receive vague or unhelpful responses? Unresponsive agents can be one of the number one causes of customer dissatisfaction.
• Lack of Empathy : Feeling like just another number can be frustrating. It’s valuable to prioritize empathy, understanding your concerns, and making you feel valued as a customer.
• Poor Communication Channels : Limited communication options, slow response times, or a lack of alternative contact methods can hinder your customer experience. 
• Inconsistent Service Quality : Consistency matters in customer service; let the tech improve this area.

How Did COVID-19 Shift Customer Service Solutions

COVID-19. Social distancing. Virtual connections. With an eye on the upcoming year, Forrester suggests customer service centers will adapt to a shifting market , one shaped by the pandemic. There’s a “need for a more empathetic service experience,” analysts write. Additionally, customer service will become a lifeline for an estimated 33 million consumers.

“With U.S. unemployment peaking in April [2020],” they write, “millions of individuals found themselves struggling to pay for food, bills, and other necessities.” They suggest responsible organizations provide high-quality, emotionally sensitive customer support in a form that meets customers’ needs.

Concurring with the above trend, Forrester predicts a sharp, 40% spike in virtual customer support cases, placing greater scrutiny on brands and greater urgency on their support agents to meet shoppers’ preferences: namely a demand for self-service and agent-assisted digital communication channels.

Finally, Forrester projects the creation of hybrid store/contact center roles. While brick-and-mortar stores have been hurt by the pandemic and subsequent social distancing guidelines, they haven’t been erased. Assuming a hybrid posture towards customer service problems and solutions creates the greatest opportunity for brands to meet shoppers’ needs.

Tackling Customer Service Problems and Solutions

As we covered in a previous blog post , customer service agents who aim to improve their care face a unique challenge. So often, the starting points for new solutions are major issues that may be intangible and tricky to define, such as:

• Inefficiency.
• Feeling ineffective.
• Immediate need to deflect conversations.

Equally challenging is gauging the benefits of your customer service . Of course, a five-star review on a public forum is a clear sign. Generally speaking, these kinds of signals can be few and far between, creating time gaps without concrete feedback to indicate how well a service center is performing. Where should you look to get a sense of how your service is affecting consumers?

First, look within . Everyone benefits from excellent customer service, not just shoppers. When buyers are happy, that can radiate to an entire organization, boosting morale and — potentially — translating to sales. And in that way, a company’s bottom line becomes a clear, tangible gauge of customer service efforts.

And second, check your workload. Customer service takes time to perform, especially when done well. As such, professionals may find themselves overburdened when fielding a large volume of easy-to-answer conversations, and unable to attend to more severe cases. Often, giving agents the freedom to deflect avoidable queries is a matter of implementing tech solutions, such as self-service and agent-assisted digital communication channels.

Customer Service Solutions

Here are just a few options available to customer service professionals:

• Providing shoppers with resources, such as an easily accessible FAQ section.
• Installing an AI chatbot.
• Implementing a proactive outreach strategy, allowing agents to address customer concerns before they arise.

Learning how to tackle customer service problems and solutions doesn’t have to stop with this blog post. Trust Kustomer as a source of invaluable tactics for honing your customer service center strategy. Download Kustomer’s buyer’s guide to learn more.

The Modern Age of CX Messaging

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10 Tips and Techniques for Customer Service Problem-Solving

October 11, 2023

In the customer service world, challenges arise when you least expect them. Whether you're a seasoned professional or just starting, mastering the art of problem-solving is essential.

In this article, we’ll share with you 10 simple yet effective tips and techniques that will empower your team to navigate customer service issues like a pro.

From active listening to setting realistic expectations and offering solutions, these strategies will benefit your business by enhancing your team’s problem-solving skills and boosting customer satisfaction.

Why are problem-solving skills important in customer service?

Problem-solving skills are crucial in customer service because they turn frustrating situations into bright opportunities. When you effectively identify and address customer issues, you also show that you genuinely care about their satisfaction.

These skills build trust, improve customer loyalty, and lead to positive word-of-mouth recommendations. Moreover, they help your team handle challenges efficiently, reducing stress and improving overall job satisfaction.

In short, mastering problem-solving in customer service is the key to creating happy customers and a thriving, customer-centric business.

Customer Service Problem-Solving # 1 - Active Listening

Active listening is a vital technique in customer service problem-solving. It involves fully focusing on what the customer is saying, not just waiting for your turn to speak.

To practice it effectively, encourage your team to maintain eye contact, nod in acknowledgment, and use phrases like "I understand" to show empathy. Let them practice how to avoid interrupting and give customers the space to express themselves fully.

By truly hearing your customers’ concerns and needs, your team can respond more precisely and find solutions that leave customers feeling valued and satisfied. This successfully turns potentially challenging situations into positive experiences.

SC Training (formerly EdApp) can empower your customer service team's problem-solving skills by offering interactive and customized training courses. These problem solving training courses include SC Training (formerly EdApp)’s Problem Solver course. There’s also a course on Dealing with Difficult Customers .

Through scenario-based simulations, your team members can practice resolving real-life customer issues in a safe learning environment. SC Training (formerly EdApp)'s reporting and analytics features allow you to monitor individual progress, identify areas for improvement, and provide targeted feedback.

With the flexibility of mobile learning , your team can also access training anytime, anywhere, making it convenient to sharpen their problem-solving abilities. Plus, SC Training (formerly EdApp)'s engaging and adaptive content makes sure that your team stays motivated and develops the critical skills needed to excel in customer service problem-solving.

Sign up to SC Training (formerly EdApp) for free to unlock your customer service team’s best potential.

Customer Service Problem-Solving # 2 - Stay Calm and Patient

Staying calm and patient is a superpower in problem-solving. When your team keeps their cool even in tough situations, it sends a reassuring message to the customer that they’re competent and there to help.

Some tips you can give them are to take deep breaths, to remember it's not personal, and to not rush through the conversation. Pausing to collect their thoughts can also lead to better solutions and prevent the situation from escalating.

With this customer service problem-solving skill, your team gains the upper hand in resolving issues effectively, creating happier customers, and making their jobs less stressful in the process.

Customer Service Problem-Solving # 3 - Apologize Sincerely

Apologizing sincerely is a golden technique in customer service. When your team members genuinely say, "I'm sorry," they show empathy and take responsibility for any inconvenience the customer has faced, regardless of fault.

This simple act of acknowledging their frustration can go a long way in diffusing tension and starting the path toward resolution when it comes to customer service problem solving. A sincere apology demonstrates that your customer service team cares about their experience and is committed to making it right.

So, don't let your team underestimate the power of a heartfelt "I'm sorry" in turning a customer's problem into an opportunity to leave them feeling valued and satisfied.

Customer Service Problem-Solving # 4 - Take Ownership

Taking ownership is a remarkable technique when dealing with customer problems. When your team members accept responsibility for resolving an issue, they send a clear message to the customer that their concerns matter to your business.

It doesn't matter if your product or service caused the problem. By taking ownership, your team demonstrates a commitment to finding a solution and ensuring their satisfaction. This step builds trust and confidence in your customers, showing that your team is there to support them every step of the way.

Encourage your team to say, "I'll take care of this for you." It's a powerful way to transform challenges into opportunities in exceptional customer service problem solving.

Customer Service Problem-Solving # 5 - Set Realistic Expectations

Setting realistic expectations is an important step for customer service problem solving. When you communicate clear timelines, you're being honest and transparent with what the customer can expect.

This helps manage their expectations and prevents disappointment down the road. Under-promising and over-delivering is a technique your team can use to make sure that they have the time and resources needed to meet or exceed the commitments they’ve made.

This technique not only prevents misunderstandings but also creates a positive experience by showing that your team is dependable and trustworthy. It ultimately makes customers happier and more satisfied with the service they receive.

Customer Service Problem-Solving # 6 - Collaborate with Colleagues

Letting your team members collaborate with their colleagues for problem-solving is like having a superhero team for customer service in your organization. Sometimes, challenges are complex, and it's perfectly okay to call in reinforcements.

They can also involve other team members or departments when needed, ensuring that they have all the expertise and resources at their disposal. Effective internal communication is the key here; so make sure that everyone is on the same page.

This customer service problem solving example helps find more comprehensive solutions and demonstrates a unified commitment to customer satisfaction. So, remind your team that they’re not alone in this mission–collaborate, conquer, and make your customers' day better together.

Customer Service Problem-Solving # 7 - Offer Solutions

Offering solutions is not just about acknowledging the issue; it's about actively seeking ways to fix it. Presenting practical solutions to the customer's problem shows that your team is dedicated to making things right and that customer satisfaction is their top priority.

So when faced with examples of problem-solving scenarios, have your team discuss the options, outlining the pros and cons if necessary, to help your customers make an informed decision.

Offering solutions not only resolves the immediate problem but also fosters trust and loyalty, leaving customers feeling heard, valued, and confident in your team’s ability to provide exceptional service.

Customer Service Problem-Solving # 8 - Follow-Up

Once the issue is resolved, your customer service team shouldn’t leave your customers hanging. They should take the extra step to check in with them.

Whether it's a quick email or a phone call, asking if everything is going well shows that your team genuinely cares about their satisfaction even after the problem is resolved. It's a fantastic way to ensure their needs are fully met and to gather valuable feedback for continuous improvement.

Following up not only leaves a lasting positive impression but also transforms a simple resolution into a memorable and delightful customer experience . So, remind your team to circle back and make sure that your customers are smiling long after the issue is history.

Customer Service Problem-Solving # 9 - Document the Interaction

When your team members keep detailed records of customer issues and the steps taken to resolve them, they’re creating a valuable resource for your customer service team.

These records offer a clear picture of past challenges and solutions, making it easier to spot trends and identify areas for improvement. Plus, they guarantee consistency in your service by allowing any team member to pick up where you left off, providing a seamless customer experience.

Think of documentation as your team’s secret weapon for conquering future customer service adventures, helping them navigate problems with confidence and precision.

Customer Service Problem-Solving # 10 - Learn from Each Case

After resolving an issue, let your team take a moment to reflect on what went well and what could be improved. Have them analyze customer feedback and common issues to identify patterns and trends.

By turning each case into a learning opportunity, your team can continually refine their problem-solving skills and fine-tune your business’s customer service approach.

It's the key to growth, making sure that you and your team are always ready to tackle new challenges with even greater expertise. This ultimately creates happier customers.

Donna is an elearning content writer for SC Training (formerly EdApp), a mobile-based microlearning platform designed for today's digital training needs. When she's not writing web articles, she writes lines of code or songs or anything food-related.

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8 Key Customer Service Problems (and How to Resolve Them)

Your customers are your purest form of quality control. Without their approval, your business doesn’t grow and succeed. So, when customer complaints roll in, it’s important to hear them out because these are opportunities to improve the customer experience and prevent potential churn. No matter which industry you’re in, you’re going to deal with customer complaints. Even if your business doesn’t make a mistake, one of your customers will eventually hit a roadblock that leads them to your customer service team. In this article, we will take a look at some of the most common customer service issues and how to resolve them. 

Why Great Customer Service Can Be an Asset to Your Business

Great customer service can be a great asset for your business. For example, it can help you increase customer loyalty. According to Salesforce,   91% of customers   say a positive customer service experience makes them more likely to make a further purchase. Also, investing in new customers is   five times more expensive   than retaining existing ones. Therefore, you definitely want to prevent a customer service issue from affecting the purchasing behavior of your customers. 

Now that we see how important it is to address customers’ issues, let’s take a look at why it’s important to address customer problems head-on. 

Improve Your Customer Service Standards by Addressing Problems Head-on

Customer complaints are often a sign that there’s a disconnect between what customers expected and what you delivered. However, problem-solving in customer service should be done head-on. Try digging deeper into the issue by asking the right questions. Complaints — even angry ones — can contain insights, and it’s your job to seek out the point of friction. Socratic questioning can help you get to the source of the issue. Also, try to identify the type of customer you are dealing with. For example, there are customers who pay well and demand premium support for it. Therefore, when responding, avoid excuses and just get to the solution. Consider creating a VIP folder and workflow to make it easy to identify and respond to their complaints.

Now that we know you should tackle customer problems head-on, let’s move on to the most common customer service issue you will encounter. 

8 Main Customer Service Problems and How to Resolve Them

Studies on the state of contact centers today show poor customer service costs businesses   more than $75 billion   every year. Therefore, you want to resolve customer issues as soon as possible. Here are the eight most common customer issues you will encounter: 

• Customer service associates are having too many conversations at once   – A lot of times, there are not enough agents for one person to focus on one customer issue, and they will try to resolve many at once. This results in none of those customers being happy. You need to make sure that you have enough people to focus on one customer at all times. 
• Lack of accessible customer history – A big part of effective customer service problem-solving is looking at the customer history and understanding the issues they had in the past. Without this, agents will try to repeat the same steps that did not work in the past. Try implementing some kind of knowledge base employees can access so they can see the customer’s previous interactions with the company. 
• It takes too long to find an answer – Effective problem-solving customer service requires agents to resolve issues as quickly as possible. Otherwise, even the smallest issue can snowball into huge problems. The problem is that you usually don’t have enough agents to cover the call volume. Try setting up an offshore team to help you deal with an influx of customer service tickets. 
• No process for escalation   – Most customer service problems are identified by tier-one support, but what happens if they cannot resolve the issue? There needs to be tiers two and three so that complex problems can be resolved quickly. 
• Backlog of tickets   – Companies with customer service problems have a big backlog of customer support tickets. This gets customers even more frustrated because they are already dealing with issues with your product or service and now have to wait for your agents to dig through their backlog to find their tickets and resolve the issue. Try looking into how long it takes an agent to resolve a customer issue, more specifically, the first call resolution rate. Increasing the FCR can help you reduce your backlog. 
• Time zone issues   – If your support team is available only during regular business hours, this will be a problem if your customers are located in other time zones all over the world. Needless to say, their business hours will not align with yours. 
• Poor workflow and/or software   – Sometimes, the issue could be with the workflow in your team and the software they are using. Try to do an audit of your daily operations and tools to see if things can be improved. 
• No after-sales support   – The sale doesn’t end simply when money has exchanged hands. You need to stick by your product or service to make sure everything is working correctly, and the customer is getting their money’s worth. Discuss what customer problem the products or services solve and make sure your agents are proactive in asking the customers if their needs have been met. 

Why is customer service problem-solving important?

Customers have more power than ever. If customers have a positive experience with your company, they will share this experience with friends, family, and connections – which in turn can lead to new business. However, if the customers do not get the right level of service, they will complain. A customer complaint highlights a problem, whether that’s a problem with your product, employees, or internal processes, and by hearing these problems directly from your customers, you can investigate and improve to prevent further complaints in the future.

How to Solve Customer Service Problems? 

Customers want a great experience, and part of that experience means not losing time, money, and patience. Brands similarly value their time and money, but they must always have the patience to deliver their customers a great experience. Even with the best efforts, however, difficult customer situations are sure to arise, and how companies handle these situations can mean the difference between customer churn and long-term loyalty. Therefore, be sure to show a lot of empathy. Regardless of the channel on which they contact a business, an agent must patiently welcome a full explanation of the issue and then show genuine empathy for the customer’s frustration. It’s critical to show customers that a brand values its customers as people, not just buyers.

Trust Pexly With All of Your Customer Service Needs

If you are experiencing customer support issues or would simply like to increase your key performance indicators, consider hiring Pexly to improve the level of customer service. We have extensive experience actualizing projects of all sizes and complexity and can provide you with a custom solution that will fit your needs.   Contact us   today to learn more about how we can help you. 

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Learn How To Solve the 12 Biggest Customer Service Challenges With These Tips

Customers interact with your business through your customer service team. This team is the voice of your business and customer feedback can help you grow your company and improve your customer journey. According to American Express , 68% of customers believe that a polite customer service agent is the key to providing great service.

How your team members handle customer queries is crucial to your organization’s success. If you want to provide excellent customer service and achieve customer retention, you need to invest in your customer service representatives .

Dissatisfied customers will often bolt to a competitor, slashing revenues. According to the statistics published by Venture Beat , 76% of customers stop doing business with a company after one poor customer service experience.

Dealing with customer issues can be stressful for the customer support team if they don’t know how to handle customer dissatisfaction and lack key skills , such as active listening and empathy .  Thankfully, we are here to help by providing customer service solutions that allow flawless customer interaction.

The key to customer service performance is knowing how to respond effectively and on time. Excellent service enhances customer experience, boosts customer loyalty, and increases corporate profitability.

Below are 12 common customer service challenges businesses face daily as well as ideas on how to turn them into relationship-building opportunities:

1. Not having an answer to the customer’s questions

Handling this challenge is more about what you shouldn’t do than what you should do.

The key is to avoid being unclear in your response.

If you do not have the answer , acknowledge the question’s difficulty, ask the customer for time to find a solution, and assure them you’ll contact them.

2. Transferring calls to another department

There will be times when the best way to help a customer is to transfer them to another person within the customer service department. To avoid creating a negative experience for your customers, you first need to let them know you’re transferring them to a different customer service professional.

Avoid the mistake of doing a “blind transfer”, which means transferring the customer to another customer service rep without verifying they are available to take their call.

How do you think they will feel if they are expecting to talk to a live person, but instead gets a reply from a voicemail?

3. Failing to understand what customers want

Customers can have a hard time explaining what they want, even if we’re talking about common issues with your products. This doesn’t mean they’re difficult people. They simply may not know the technical jargon to tell you exactly what the problem is.

In this specific customer situation, ask the customer to take you step-by-step through their issue.

You might find it helpful to take notes while they explain.

Consider sharing the problem with another customer support agent or your manager. A second opinion could help you solve the issue quickly.

4. Dealing with angry customers

Even the best companies get calls from angry customers and this usually impacts customer service workflow. The only method that works here is first to calm them down to find out how you can help them.

One approach is to use the HEARD technique for helping customers: Hear. Empathize. Apologize.

5. Exceeding customers’ expectations

The trick to beating this challenge is setting reasonable customer expectations and meeting and exceeding them. Going the extra mile in this case can generate repeat business.

The key to exceeding customer expectations is for your customer service employees to take a customer-centric approach. You can then generate data that tells you exactly what customers want. Use print, electronic, and social media to produce that kind of data.

6. Serving multiple customers

Customers are okay with being put on hold if it helps resolve their issues. Telling customers that you’re going to put them on hold to solve their problems will not impact the quality of service and will buy you time to talk with another customer.

Above all, avoid telling the first customer you’re talking with a second customer. And don’t leave customers on hold for a long time.

7. An outage or other crisis occurs

Is there anything worse than having a power failure or a crisis? Severe emergencies, like security breaches, can be deadly.

How do you handle them? First, put a crisis communication plan in place. That tells employees precisely what they have to do during a crisis. Then, when customers call, you need to apologize to customers for what they’re going through.

Also, provide constant updates—say once every 30 minutes— to help reassure nervous customers.

Once everything’s over, you can publish a post-mortem .

8. Customers want a discount you can’t give

Discounting can get customers to buy from you. But it also devalues your brand’s perception in the customer’s eyes. So, use this strategy sparingly.

No customer likes to hear “no” from a customer service agent. Explain to them why you can’t give them the discount.

9. Customers want a feature you won’t or can’t add

The biggest challenge when speaking to customers is saying no. But sometimes you must. Here’s a way to do it gracefully:

• Keep your tone positive.
• Be personal. Forget templated responses.
• Offer a workaround if one exists.

10. Flooded with service tickets

This challenge is common during the holiday season, especially if you don’t have an employee working 24/7 or a reputable outsourcing provider like Unicom to provide round-the-clock responses. Many customers expect an answer within six hours. When backed up like this, focus on responding instead of resolving.

You can also have customer service agents write a personal email telling customers, “We’re backlogged, but we’ll be taking care of you soon.” Also, give customers a hard deadline by which you’ll help them.

11. Letting a customer go

Some people are better suited for your product or service than others. But letting a customer go is never easy. So, if you need to do it, do it with grace and respect. Use this four-step approach:

• Be positive and appreciative
• Re-frame the situation as your fault
• Make the customer whole
• Apologize and offer an alternative

Going above and beyond can save this relationship.

12. Reply/resolution times are slow

Customers want answers now. Or better yet, five minutes ago. To start, review the ticket handling process you have in place. If you have tickets bouncing around from one department to another, find out why and eliminate the problem.

Strengthen your communication channels. Try omnichannel support, create a service-level agreement, and set up your internal structure for team success. According to CX Today , 9 out of 10 customers want omnichannel services.

Customer service challenges don’t go away. But if you don’t handle them correctly, they could cost you your existing and potential customers. Not providing outstanding customer service generates negative word-of-mouth advertising. No business can afford that.

Turn service challenges into relationship-building opportunities and improve customer satisfaction . Prepare your team to handle these challenges in advance and ensure the highest level of customer care.

Hiring an answering service can help you increase your customer satisfaction score and achieve the customer support goals you have for your business.

This article was originally published on December 17, 2020. It has been updated in October 2023 to reflect current trends and new information.

I’ve been in the call center industry for over a decade. A big part of my job is educating businesses on the role telecommunications and outsourced task procedures can play for their business. Understanding their customer service processes is critical to verify and implement the right services. When I am not in front of clients I manage the technological infrastructure in the call center.

Post Update: The article was updated on October 1st, 2023, originally published on December 28th, 2021. It has been completely revamped and updated for accuracy and comprehensiveness.

Devin Bailey

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4 Steps to Effective Customer Service Problem Solving with Examples

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Recently, I’ve read an interesting customer service story.

An American Express customer has made a decimal mistake while making a payment and paid thousands of dollar instead of hundreds (ouch!).

He called AmEx to inform them about the mistake and ask for advice. He was assured by a representative that the problem won’t affect his account and all charges will be refunded. But it turned out to be just the beginning of his problems.

A few days later customer has noticed that all his debit cards are suspended . But when he checked his account, he didn't find anything suspicious, not even a note that the account is blocked, so he called AmEx once again for clarification.

To his surprise, the representative he reached, asked why he didn't stop the payment and accused him of a fraud attempt. When customer responded that a previous rep didn't advise him to do so and assured that there will be no negative effects of his mistake.

Do you know what was the rep's response?

That's what customer service does. They tell you what you want to hear.

This quite nasty customer service story inspired me to write about the real purpose of customer service . Which is not “telling customers what they want to hear”, but helping customers and resolving their problems . You’ll also learn a couple of troubleshooting techniques that should make your job easier.

One representative can save the day

You might wonder how the story of the AmEx customer ended.

Well, the customer gave the company a last chance. He canceled the payment and got back to the customer service asking if there is anything else he’d have to do. But this time, he reached a different representative.

However this time... she is willing to listen. It was like night and day. I explain the situation to her. She is immediately understanding. She looks at my account, puts me on hold, then comes back on and says that her supervisor has authorized my card to be reactivated. I'm shocked... and happy.

Two reps working in the same customer service team for the same company and two entirely different customer experiences, a great one and a terrible one.

It’s hard to tell what led to the bad experience: maybe the rep was not the right person to work in customer service, perhaps management failed to train and motivate them properly. The bottom line was that the customer called for help and did not get it.

In many cases, problem-solving is so difficult because you need to maneuver between company policies and the interest of a customer . That’s what happened here. But it turned out that while the first rep was not able to deal with such a situation, the second had the right problem-solving skills to address the problem.

Four troubleshooting steps

Here’s something that should be helpful for any customer service representative: a path that you should follow to provide satisfying solutions to customers.

1. Understanding the customer’s point of view

So, here’s the customer.

They contact you and ask for something impossible to do. Let's say that they were informed that your company will be cutting their phone line for non-payment. Now, this customer is asking you to credit the last couple of invoices because they don’t have money (this is a real request I’ve got when I was working in call center).

A regular person’s first thought would be: “Are they nuts?” But you are not a regular person. You’re a Support Hero and it’s your job to save the customer’s day . Negative thinking won’t get you any closer to the solution.

Maybe a customer is a fraud, but maybe they are in a very bad situation and desperately need help. You can’t tell what’s right and what’s wrong at this stage, so you should assume that the customer is not a fraud and you should assist them.

It’s not your job to judge their motives.

You need to listen actively to understand the problem and find a way you can help.

2. Identifying a problem

Sometimes customers are not able to clearly explain what is wrong and it’s completely normal. They don’t know your processes or your jargon; they just know that they’ve had expectations towards your product or services and are disappointed now .

It’s your job to restore their faith in your company, but first, you need to find out where the problem is.

Here are few questions that can help you troubleshoot. Sometimes thanks to these simple questions you’re able to see that there is an outage or that a faulty batch of products was sent out by a manufacturer!

• Can you describe exactly the problem you're having?
• When did the problem begin?
• Has the problem occurred before?

And now ask yourself:

• Are all users affected or only one?
• Has anyone had this problem before?

Once a customer replies to all your questions, summarize answers back to them. It will let them know that you understand them and will help you to verify the facts.

If you haven’t heard about such a problem, or you’re not sure what to do, apologize briefly and inform that you need to discuss this case with your colleague or supervisor. Try to sound self-confident and don’t be afraid to ask a customer to hold on a minute.

Customers appreciate getting the correct answer, even if it will take a bit longer.

But instead of saying an awful “sorry but I’ll have to transfer you to the other department”, try to say:

We’re going to resolve this case for you. I will transfer you to a specialist who’s the best person to answer your question.

3. Find a solution

Make a good use of your analytical thinking and try to find out a solution that will suit your customer the best.

Here are a few questions that should help you to plan a solution:

• is there an adequate staff to carry it out,
• who will be involved in solution,
• how much time will a solution take (time frame),
• what is needed to make it happen,
• who should be informed about the planned solution,
• how will a customer be notified about the solution.

Even if you’re dealing with a case that’s not going along with your company’s policy, there is always something you can suggest.

Let’s take the example with a customer asking for a refund .

Even if your company’s policy won’t let you credit these charges, there is still something you can do.

• you can inform the customer that you cannot credit the bill, but you can split the payment into a couple of smaller payments so that the customer could afford it,
• you can postpone the suspension of the account so the client can use the phone,
• you can check the customer’s account and suggest changing price plan to a cheaper one.

One unreasonable request and three possible solutions that depend on your creativity!

But what will happen if you are not the one who can solve the problem?

First of all, you might need to open a ticket .

You need to make sure that this ticket doesn’t get lost in your CRM's oblivion, so you need to assign it to yourself and monitor if it’s resolved in time. If the problem is not solved in 24 hours, you might want to contact the customer and inform them that you’re still working on a problem.

Sometimes the problem cannot be solved at all. Your company stopped selling the particular product, you don’t have a gluten-free option in your restaurant’s menu, a customer wants to use a feature that doesn’t exist...

It doesn’t mean that you can’t still find a possible solution!

If you’re not selling these gear bags, let the customer know who does it. If you don’t have anything gluten-free in your menu, ask the customer if they want something from the nearest shop.

Making an extra mile can translate into customer happiness even if you don’t solve the problem the way customer expected you to do .

Here’s an example from our experience. My colleague, Justyna , has received a chat from a customer upset with the fact that our application doesn’t have an in-built screen-sharing and screenshot-making tool.

After taking a few deep breaths, I told Aline that even though the tools that she needed doesn't come with LiveChat itself, she can set up an integration allowing her to have screen-sharing sessions with her clients, and use a free screenshot tool like Jing. That did the trick! She was very happy with the solution, so my mission was accomplished.

4. Fix the problem and follow up on the solution

At last! The customer has agreed on a solution. You’ve briefly apologized for the problem and now you can fix it and close the case, right?

Unfortunately, it’s not that simple.

Sometimes your solution will not resolve the cause of the problem. Let’s say that customer had an issue with the application and you’ve suggested restarting the device. It is possible that it will resolve the problem, but it’s more likely that this customer will come back to you. And it’s more probable that they’ll be upset that the solution you gave them did not work.

I know, when working in customer service, you hardly have time to go for a break and I’m asking you to follow up your customer’s problems, right?

But there are positives of spending a bit of your time on contacting these customers back.

• you show that you really care about them and create an awesome experience,
• you make sure you won’t get a call or chat from a furious customer,
• you check if your solution worked and will be sure of it next time.

And if you don’t have time to make any calls or send any emails, there are two things you can do. The first thing is, some apps allow you to send automatic emails after a ticket is solved (LiveChat does that, for example, you can test it and try ).

But your team can also make use of an automatic survey that will tell you how happy the customer was and if you’ve helped to solve his problem. You can use SurveyMonkey, Typeform, or you can simply send a template of a message asking two questions:

• did we help you to solve your problem?
• can you rate your overall experience (1-10)?

Customers will appreciate it!

Problem solving is a mindset, not an ability

If you’ve read my post about problem solving skills , you remember the golden rule of customer service. Even when the problem does not concern your product, you can still create an amazing customer experience by suggesting a possible solution.

Because this is what is customer service for. For solving problems, not for telling what customers want to hear.

So as long as you don’t give up, use the advice I’ve shared with you and think positive – there will be no problem you can’t solve.

You might want to check " 5 Common Customer Service Problems and How to Resolve Them ."

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4 steps to effective customer service problem solving with examples.

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Recently, I came across a fascinating customer service story involving an American Express cardholder. It all began with a seemingly innocent mistake while making a payment involving a decimal point in the wrong spot, resulting in the customer inadvertently paying thousands of dollars instead of hundreds.

Determined to rectify the error and seek guidance, the customer promptly contacted American Express to report the issue. To his relief, a representative assured him that the mistake would have no adverse impact on his account and that all charges would be promptly refunded. Little did he know that this was just the prologue to a series of challenges.

A few days later, the customer was taken aback when he discovered that all his debit cards were unexpectedly suspended. Perplexed and concerned, he went over his account for any indications of suspicious activity or an account block, but to no avail. Thus, he decided to reach out to American Express once more to seek clarification.

To his utter surprise and dismay, the representative he connected with not only questioned why he had not halted the incorrect payment but also accused him of attempting fraud. The customer explained that a previous representative had not advised him to stop the payment and had, in fact, assured him that there would be no negative consequences resulting from his honest mistake.

The response?

That's what customer service does. They tell you what you want to hear.

This quite nasty customer service story inspired me to write about the real purpose of customer service. Which is not “telling customers what they want to hear” but helping customers and resolving their problems.

In this article, you’ll also learn some troubleshooting techniques to make your job easier.

Creating a Good Customer-Centric Culture

A customer-centric culture serves as the bedrock of exceptional problem-solving and sustainable business success. In a world where customers today wield unparalleled power and influence, placing them at the heart of your operations is not just a choice; it is a strategic imperative.

At all levels of the organisation, employees must wholeheartedly prioritise customer happiness, understanding that every interaction is an opportunity to leave a lasting impact. By cultivating such a culture, businesses create a positive and supportive environment that empowers employees to go above and beyond to delight customers.

Nurturing this culture demands a multifaceted approach. One potent strategy is to recognise and reward outstanding customer service efforts. By celebrating employees who embody the customer-centric ethos, businesses reinforce the value they place on exceptional experiences. This recognition motivates individuals to exceed customer expectations continually and sets a powerful example for others to follow.

Encouraging collaboration is another pivotal aspect of fostering a customer-centric culture. In today's interconnected business landscape, problems seldom fit neatly within departmental silos. Emphasising collaboration cultivates a shared sense of responsibility for customer success and enables employees to pool their expertise, collectively devising innovative solutions that surpass individual capabilities. The result is a seamless and consistent experience for customers, who benefit from the collective effort of a united organisation.

To equip employees for the challenges of modern customer service, businesses must invest in skills training. Outstanding problem-solving skills do not materialise by chance; they are honed through intentional development. Equipping employees with the necessary tools and knowledge to navigate diverse customer interactions positions them to respond adeptly and confidently, even in the face of dissatisfied customers.

Customer Service Problem-Solving

Speaking of dissatisfied customers, they hold the key to unlocking greater customer retention. Rather than viewing poor experiences as a liability, businesses must embrace them as opportunities for growth. Each negative interaction presents a chance to introspect, identify pain points, and make tangible improvements. By actively seeking feedback from dissatisfied customers, businesses demonstrate their commitment to listening and learning, earning trust and loyalty in the process.

A customer-centric culture is more than a mere buzzword; it drives superior customer experiences and enhanced customer retention. By prioritising customer satisfaction at every touchpoint, celebrating exceptional service, fostering collaboration, investing in skills training, and actively engaging with dissatisfied customers, businesses can forge a path to sustained success and unmatched customer loyalty. Embrace the customer-centric ethos, and you will unlock the true potential of your organisation in a customer-centric world.

Strategies for Effective Customer Service Problem-Solving

Timely response and resolution are essential components of successful troubleshooting. Customers appreciate swift action, showing that their concerns are taken seriously. Personalisation also plays a significant role, as customers feel valued when their issues are treated individually rather than generically.

Navigating challenging situations with irate customers requires patience and tact. Service reps need to stay calm, acknowledge the customer's feelings, and work towards finding a resolution.

4 Steps for Better Customer Service Problem Solving

As a customer service agent, providing satisfying solutions is essential. Let's explore the path to achieve this.

1. Understanding the Customer's Point of View

Imagine yourself in the customer's shoes. They reach out to you with what seems like an impossible request. For instance, they received a notice that their phone line would be cut due to non-payment, yet they requested credits on their invoices due to financial constraints. Initially, you might question their request, but remember, you're not just an ordinary person; you're a Support Hero tasked with saving the customer's day. Negative thinking won't lead to solutions.

At this stage, it's hard to distinguish if the customer is genuine or potentially fraudulent. However, instead of passing judgment, assume the customer needs assistance and act accordingly. Engage in active listening to comprehend the problem thoroughly and find a way to help.

Exceptional problem-solving hinges on understanding customer needs and concerns. Active listening enables service representatives to connect with customers on a deeper level and empathise effectively. By listening attentively, you can pinpoint the root cause of the problem and tailor solutions to meet their specific needs.

Remember these keywords throughout your journey: fully understand the problem, solve the customer's problem, find a workable solution, and ensure the customer is happy with the resolution.

2. Identifying a Problem

Ensuring that customers are happy with the solutions provided is crucial in customer service. Sometimes, customers simply struggle to articulate their issues, and that's entirely normal. They may not be familiar with your processes or jargon; all they know is that their expectations regarding your product or service have been disappointing.

As a Support Hero, it's your responsibility to restore their faith in your company, but to do that, you must first pinpoint the problem.

To troubleshoot effectively, here are a few questions that can guide you. Sometimes, by asking these simple questions, you can quickly identify an outage or a faulty batch of products sent out by a manufacturer!

Can you describe the problem you're facing precisely? When did this problem start? Has this issue occurred before?

Next, consider the following:

Are all users affected, or is it isolated to just one customer? Has anyone else faced a similar problem in the past?

Once the customer responds, summarise their answers back to them. This gesture demonstrates that you genuinely comprehend their concerns and helps you verify the facts.

If you're unfamiliar with the problem or unsure how to proceed, offer a brief apology and inform the customer that you need to discuss their case with a colleague or supervisor. Maintain a self-assured tone, and don't hesitate to ask the customer to hold on for a moment.

Remember, customers value accuracy even if it takes a bit more time to sort out the issue.

Instead of abruptly transferring a customer to another department, try saying:

"We're committed to resolving this for you. Let me transfer you to a specialist best equipped to address your question."

Customers appreciate the effort you put into understanding their journey and resolving their issues promptly. Poor customer service can lead to bad customer experiences, but by actively listening to their concerns, you can turn their dissatisfaction into a happy customer.

Always focus on solving the problem, no matter how common or complex. As a customer service representative, your role is to provide exceptional support and ensure that customers are satisfied with the resolution.

So, embrace every customer service issue as an opportunity to solve the problem and deliver exceptional customer support. Your dedication and responsiveness will create a positive experience, turning unhappy customers into satisfied ones.

Remember, the help desk is where customer issues are met with efficiency and care. The key to a successful customer service journey lies in how you handle problems and fix them effectively.

3. Find a Solution

Utilise your analytical thinking to devise a solution that best suits your customer's needs. Here are some key questions to help you plan an effective resolution:

Is there enough staff to carry it out?

Who will be involved in implementing the solution?

What is the expected time frame for the solution?

What resources are needed to make it happen?

Who should be informed about the planned solution?

How will the customer be notified about the solution?

Even if you're faced with a case that goes against your company's policy, there is always room for creative suggestions. Take, for example, a customer seeking a refund, which may not align with your policy.

However, consider these alternative solutions:

Inform the customer that you cannot credit the bill, but offer to split the payment into smaller instalments to accommodate their financial situation.

Postpone the account suspension temporarily, allowing the client to continue using the service.

Analyse the customer's account and propose a switch to a more budget-friendly price plan.

Your creativity can turn an unreasonable request into three viable solutions!

But what if you're not the one who can solve the problem?

In such cases, you may need to open a ticket to escalate the issue appropriately. To ensure the ticket doesn't get lost, assign it to yourself and monitor its progress. If the problem remains unresolved after 24 hours, consider contacting the customer to provide an update on your ongoing efforts.

Occasionally, there are situations where the problem cannot be fully sorted. For instance, your company may have stopped selling a particular product, or you may not have a gluten-free option on your menu. However, that doesn't mean you can't offer a helpful solution. If you don't have what the customer needs, guide them to the right source. Let them know where they can find the desired product or suggest alternatives.

Going the extra mile can create customer happiness, even if the solution deviates from their initial expectations.

Here's an example from our experience: My colleague, Justyna, recently chatted with a customer disappointed that our application lacked an in-built screen-sharing and screenshot-making tool. With a composed demeanour, I informed Aline that while LiveChat lacked those features, she could set up an integration for screen-sharing sessions and use a free screenshot tool like Jing. It did the trick! Aline was delighted with the solution, and my mission was accomplished.

Throughout the resolution process, ensure that the customer is at the centre of your focus. Handle customer service issues with attentiveness and empathy, as a positive customer service experience can be transformative. Use a series of questions to fully understand the problem, allowing you to implement the right solution and untangle customer queries effectively.

4. Fix the Problem and Follow Up on the Solution

Finally! The customer has agreed on a solution. You've offered a brief apology for the problem, and now you can fix it and close the case, right?

Unfortunately, it's not always that straightforward.

Sometimes, the solution provided may not address the root cause of the problem. For example, let's say a customer had an issue with the application, and you suggested restarting the device. While this might settle the problem, it's more likely that the customer will return with the same issue, possibly even upset that the initial solution didn't work as expected.

I understand that working in customer service leaves little time for breaks, and now I'm asking you to follow up on your customer's problems. But there are significant benefits to spending a little extra time reaching out to these customers.

Doing so demonstrates genuine care and creates an exceptional customer experience. You ensure that you won't receive calls or chats from furious customers later. You can verify whether your solution worked, giving you confidence for future interactions.

If you find it challenging to make calls or send emails to follow up, don't worry. There are alternative approaches you can take. Some apps allow you to send automatic emails once a ticket is resolved (e.g., LiveChat). You can test and try this feature to save time.

Alternatively, your team can use an automatic survey to gauge customer satisfaction and determine whether the problem was adequately resolved. Platforms like SurveyMonkey and Typeform can be useful in this regard. Alternatively, you can send a simple template asking two questions:

Did we help you solve your problem?

On a scale of 1 to 10, how would you rate your overall experience?

Customers will undoubtedly appreciate these efforts!

In customer service, increasing customer success is vital. To achieve this, it's essential to understand the issue at hand fully. When a customer allows you to delve into their concerns, you can identify the right product or service to address their needs effectively.

Remember, customers are likely to encounter complex problems, and they depend on you for assistance. Utilise customer service problem-solving techniques to handle their issues competently and ensure they are satisfied with the outcome.

Empowering a Customer Service Representative

To excel in issue resolution, customer service reps must have the right skills and authority. Regular training and development programs ensure that representatives are well-prepared to handle various situations effectively.

Additionally, empowering representatives to take ownership of customer issues instils a sense of responsibility, leading to more proactive and efficient resolutions.

Solve Customer Service Problems With Technology

Technology plays a vital role in modern customer service troubleshooting. Customer relationship management (CRM) systems help consolidate customer data, making it easier for representatives to access relevant information quickly.

AI-powered chatbots can provide instant support, resolving common queries and freeing up human representatives to handle more complex issues. Data analytics tools allow companies to gain insights into customer behaviour and preferences, enabling them to tailor their services accordingly.

Measuring and Monitoring Customer Service Success

To continuously improve the way problems are solved, companies need to track and measure their customer service performance. Key performance indicators (KPIs), such as response time, resolution rate, and satisfaction scores, provide valuable insights into the effectiveness of customer service efforts.

By monitoring these metrics, businesses can identify areas that require attention and implement targeted improvements.

Great Customer Service Requires Resolve

Curious about how the story of the American Express customer ended? Well, after cancelling the payment, he reached out to customer service again, giving the company one last chance. However, he connected with a different representative this time—a night-and-day contrast from the previous encounter.

Unlike before, this representative was willing to listen. She grasped the situation immediately, empathising with the customer's plight. After reviewing his account and consulting with her supervisor, she astonishingly informed him that his card would be reactivated. The customer was both shocked and elated with this positive outcome.

It's remarkable how two representatives working for the same company in the same customer service team can provide vastly different experiences—one great and the other terrible.

The root cause of the poor experience is challenging to pinpoint. Perhaps the first representative was not suited for customer service, or management failed to train and motivate them adequately. Regardless, the bottom line was that the customer sought help but did not receive it.

Often, solving a customer-service problem involves navigating between company policies and customer interests, as was evident in this case. The first representative struggled to handle such a situation, whereas the second possessed the necessary skills to address the issue effectively.

Problem-Solving is not just an Ability -- It's a Mindset

As we explored in my previous post on problem-solving skills , the golden rule of customer service is to create a fantastic customer experience even when the problem may not directly concern your product. Offering a possible solution exemplifies the essence of customer service—solving problems, not merely telling customers what they want to hear.

The key to success lies in persistence, utilising the advice shared here, and maintaining a positive outlook. Armed with these qualities, there will be no problem you cannot conquer.

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Great customer experience is bigger than just solving customer problems.

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In a recent post, I talked about the importance of feedback loops and how they help us access data and adjust processes based on analytics. In the fourth step of our process we solved the problem, but there is a big difference between finding a solution and actually solving a problem.

Most customer service interactions strive to offer solutions. The issue with that approach is the root cause–what created the problem in the first place–likely has not been changed or eliminated. This means the same problem is likely to surface again down the road. To solve the problem permanently means to use those same feedback loops to alter the way you do business and avoid the same problems in the future.

Let’s take a look at some of the issues that come from providing solutions rather than permanently solving the problem.

Watch On Forbes:

A Failure To Learn

Businesses should see customer service problems as an opportunity to learn and improve, rather than simply as issues to be addressed. In fact, your customers’ expectations and needs can–and should–help drive your business’s innovation. When your organization provides a solution to a customer’s problem but doesn’t address the root cause of the problem, it’s a sign that your organization has failed to learn from the problem. Your organization’s first question when you encounter a customer issue shouldn’t be, “How can we fix this?” but rather, “How can we prevent this from happening again?” The answer to that question is the one that leads to real change and improvement within your company.

Hearing Without Listening

There is a difference between simply hearing your customers’ complaints and really listening to them. It’s a subtle distinction, but also a real and important one. Hearing is a physical sense; listening is different. The latter requires a conscious choice to process the speaker’s words and consider their meaning and implications. This may seem like an overly scientific sentiment, but stay with me.

When you hear a customer’s complaint, you may nod and smile, but once they’re gone or you’ve offered a temporary solution, you likely move on without giving the interaction a second thought. But when you listen to a customer’s complaint, you go deeper. You’re asking yourself, “What is this person really saying he or she needs in the long run?”

Often, customers complain about a singular thing–slow shipping on a particular order, for example–when they actually have a different overall need: wanting to get their order as quickly as possible. To solve problems in the long run, listening to customers and not just hearing them is crucial.

The Problem Of Instant Gratification

We live in a society that thrives on instant gratification, like my example of customers wanting to receive their orders as quickly as possible. The need for instant gratification often extends into customer service interactions. When a customer presents an issue, our instinct is to provide the fastest, most immediate solution possible, in the hopes of soothing the customer’s complaint and keeping their future business. However, when organizations take this quick-fix approach to customer service, they often fail to realize they haven’t addressed the root cause of the complaint in the first place. As a result, the problem itself is not fixed. This need for instant gratification may be what keeps organizations from achieving critical growth and success.

How Businesses Can Adapt

So, how do you take your business from providing temporary solutions to solving long-term problems? First, take a moment to realize that your customers’ complaints are the purest form of product development research. When your customers identify a problem, they’re not posing a what-if scenario or hypothetical issue–it’s a real problem, and it offers a chance for your organization to respond in a way that eliminates the issue and promotes organizational growth and innovation.

Understand The Root Cause

When customers present complaints, companies must not simply look to offer a solution. They must instead focus on the root cause and fix it. For example, say you receive a customer complaint about a defective product. A temporary solution would be to simply send the customer a new, functional product free of charge. However, that doesn’t explain why the customer received a defective product in the first place. By reflecting on why this happened, you can potentially identify root issues, such as problems in manufacturing, sales, or product testing. Once addressed, your company can work to prevent similar issues in the future.

By seeking permanent, long-term solutions rather than quick fixes, your company will improve its reputation—and its bottom line.

Additional resources on this topic:

Why Brands Need More Continuity Between Marketing, Sales, and Customer Service

Competing on Customer Experience: Your Best Bet for the Win

Big Data: Solving Business Problems One at a Time

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Customer Problem Statement Template

Create a problem statement to understand your customer's point of view. The Customer Problem Statement template helps you focus on what matters to create experiences people will love.

Trusted by 65M+ users and leading companies

About the Customer Problem Statement Template

The customer problem statement template helps you focus on what matters. You can figure out how your product or service meets your customers’ needs, allowing you to create experiences people will love.

Use this template to create a problem statement outlining the problems that your customers face. The statement helps you understand the experience you want to offer your customers, and it can also help you target a new audience when creating a new product or service.

As part of the Design Thinking methodology, the problem statement is essential to put yourself in your customer’s shoes and gain empathy when building services or products, tackling the real issues behind your customers’ needs.

Remember: It’s important to validate your customer's problems by running user research. This template is a way of crafting your problem statement, not analyzing your customer profile or needs.

How to use the customer problem statement template

A strong customer problem statement should provide a detailed description of your customer’s current situation and help you analyze the different stages of your customer journey map . Consider how they feel, their current situation's financial and emotional impact, and any other important details about their thoughts or feelings.

Using Miro's customer problem statement template is easy. There are five quadrants in the template with different propositions. Answer each of them to create your problem statement:

Who is this person? Are they a young working professional? Are they retired? Are they a CEO? Anything that identifies your customer and what problems they might face.

2. I’m trying to...

This is where you place your customer’s action. Do they have a financial target they want to reach? Are they trying to live a healthier lifestyle? You need to know what they want to achieve so you can figure out how your product or service will help them reach this goal.

Now you need to think about what’s stopping your customers from achieving their goals. Do they have a restricted budget? Are they struggling to prioritize their spending? Whatever it is, figure it out so you can better understand their challenges.

4. Because...

This is the root cause of their problem. If they’re struggling to prioritize their spending, what’s the reason behind it? Find out the cause of the impediment to better understand how they’re feeling.

5. Which makes me feel...

As a result of all the previous points, your customer feels a certain way. This is where you can fully address how your product or service will solve this problem for them. Will you offer your product at a discounted price? Or provide additional services? You’ll be able to figure out the best course of action with this statement.

Why use the customer problem statement template?

The template can be used to craft a problem statement for a new product or to help guide the development of an existing one. Here are just a few of the benefits of filling in the customer problem statement template together with your team:

Provide clarity: To find a solution, you need to identify the problem. Creating a concise problem statement gives you the clarity you need to figure out the problem and how to address it.

Better understand your customers: When you use the customer problem statement template, you think about your customer’s thoughts and feelings. You’ll increase your likelihood of creating something valuable for them because you understand them better.

Improve your product or service: The customer problem statement allows you to identify the best areas of improvement with your product or service. You’ll know what your customers are experiencing, their challenges, and how you can find a common solution to improve your product or service.

Enlighten your team: A problem statement shows team members why you offer a particular product or service. They can see firsthand what challenges your customers face and how your product solves them. Problem statements will also help you keep your team on track to reach a common goal and align their efforts.

When to use the customer problem statement template

There are various situations where using a customer problem statement is helpful. Let’s outline a few examples to demonstrate:

When you’re aware of a problem: If you know that your customers have a problem, you can use the statement to better understand it. As a result, you can tweak your product or service to address this problem and provide customers with a better experience.

When you want to improve your product or service: Crafting a problem statement is a great way to identify how to improve. You’ll get a deeper understanding of what your customers want, and you’ll make sure that any changes you make provide them with something they want.

When you’re entering a new marketplace with a new product or service: To make sure you fully understand your buyers and what they want from your product, use a customer problem statement template to guide you. You’ll be able to anticipate their problems before you launch and make any amendments to your product ahead of time.

Tips for creating a successful customer problem statement

It's not always easy to write a successful customer problem statement. To help keep you on the right track, here are some tips and tricks you can follow:

Don’t mention your product or service in the statement itself. You’re focusing on the problem, not the solution.

Articulate the status quo. Remember, that’s what you’re trying to disrupt.

Think about limitations your potential customers may have.

Target a specific group with whom you can build empathy.

Provide measurable outcomes. This makes it easier to come up with metrics you can use to track your progress.

Use a template. You’ve got a lot of information to condense into one sentence, so it’s helpful to have a template in place. That way, you know exactly what you need to include, and you won’t veer off-topic.

Remember to use your template when creating the customer journey map .

Example of a well-written customer problem statement

“Customers find it cumbersome to carry their textbooks around and risk forgetting textbooks when they need to bring them to class. This makes them feel ill-prepared for their lesson”

This customer problem statement hones in on your customers' challenges and elaborates on the problem. It doesn’t mention your product or service. Instead, it specifies what’s particularly difficult for your customers and what’s the consequence of it.

This makes it clear what their problem is, and that’s the information you need. With this statement, you can now address this problem.

On the contrary, a poorly-written customer problem statement would be:

“Customers need this product because it would allow them to access their textbooks on their phone.”

This customer problem statement focuses too much on your product and not enough on the customer problem. It tells you why your product is convenient, but it doesn’t provide enough detail about the problem.

To make this an effective problem statement, you’ll need to take a step back and refine your focus. Think about what the actual problem is and go from there.

What are the five elements of a problem statement?

The five elements of a problem statement are: “I am,” “I’m trying to,” “But,” “Because,” and “Which makes me feel.” Following these directions, you can find out what problem your customer is facing and how they feel about it. As a result, you can figure out how best to solve their problem with your product.

How do you create a problem statement?

To craft a problem statement, start by running user or customer research to discover their pain points and needs. Afterward, summarize your findings and concisely build your statement using Miro’s ready-made template. The problem statement is about customer problems. Keep any mention of product features or your service solution out of the statement. Lastly, write a problem statement that truly highlights your customer experience and shows how you can measure the success of your solution.

How can the customer problem statement template benefit my product development process?

The customer problem statement template can significantly benefit your product development process. It helps by providing a strategic direction for your team to focus on the most critical challenges your customers face. By defining the problems in detail, your team can align their efforts, resources, and creativity toward effective solutions. This, in turn, streamlines the development process and ensures that your final product meets the genuine user needs, thereby increasing its chances of success in the market.

Is the customer problem statement template suitable for all types of businesses?

Yes! Whether you operate in the tech industry, consumer goods, healthcare, or any other sector, understanding your customers' problems is crucial. Our template is customizable and can be tailored to suit the unique challenges of various businesses. Whether you're launching a new product, enhancing an existing service, or improving customer satisfaction, this template provides a structured approach to problem identification and resolution.

Get started with this template right now.

Executive Summary Template

Works best for:.

Leadership, Project Management, Documentation

Pique their curiosity. Get them excited. Inspire them to keep reading, diving further into your proposal details. That’s what a good executive summary has the power to do—and why it’s a crucial opening statement for business plans, project plans, investment proposals, and more. Use this template to create an executive summary that starts building belief, by answering high-level questions that include: What is your project? What are the goals? How will you bring your skills and resources to the project? And who can expect to benefit?

Priority Matrix Template

Business Management, Strategic Planning, Prioritization

If you need a little more than a basic to-do list, then you’d probably benefit from a Priority Matrix. The Priority Matrix template is designed to help you determine which tasks are critical so you can focus on the most urgent needs. In a 2x2 matrix, input your priorities based on whether they must be completed with high or low urgency and are of high or low importance. Applicable to project management and personal management alike, use the Priority Matrix template to improve business processes, create efficiency, remove blockers, and reduce operational waste.

Six Thinking Hats Template

Ideation, Brainstorming

The Six Thinking Hats by Dr. Edward de Bono was created as an alternative to argument, it is designed to help teams explore and develop ideas collaboratively. Use this template to boost creative thinking and get different perspectives so you and your team can make better-informed decisions.

Product Canvas Template

Desk Research, UX Design

Product canvases are a concise yet content-rich tool that conveys what your product is and how it is strategically positioned. Combining Agile and UX, a project canvas complements user stories with personas, storyboards, scenarios, design sketches, and other UX artefacts. Product canvases are useful because they help product managers define a prototype. Creating a product canvas is an important first step in deciding who potential users may be, the problem to be solved, basic product functionality, advanced functionalities worth exploring, competitive advantage, and customers’ potential gain from the product.

T-Chart Template

Ideation, Operations, Strategic Planning

T-Charts can help you compare and contrast two different ideas, group information into different categories, and prove a change through “before” and “after” analysis. T-Charts are visual organizational tools that enable you to compare ideas, so you can evaluate pros and cons, facts and opinions, strengths and weaknesses, or big-picture views versus specific details. Designers and content creators can use T-Charts to turn possibilities into actionable ideas. T-Charts are useful for discussing differences and similarities with your team or clients and can help you to reach a decision together.

User Interview Template

Desk Research, Product Management

A user interview is a UX research technique in which researchers ask the user questions about a topic. They allow your team to quickly and easily collect user data and learn more about your users. In general, organizations conduct user interviews to gather background data, to understand how people use technology, to take a snapshot of how users interact with a product, to understand user objectives and motivations, and to find users’ pain points. Use this template to record notes during an interview to ensure you’re gathering the data you need to create personas.

What we know about CrowdStrike’s update fail that’s causing global outages and travel chaos

A faulty software update issued by security giant CrowdStrike has resulted in a massive overnight outage that’s affected Windows computers around the world , disrupting businesses, airports, train stations, banks, broadcasters and the healthcare sector.

CrowdStrike said the outage was not caused by a cyberattack, but was the result of a “defect” in a software update for its flagship security product, Falcon Sensor. The defect caused any Windows computers that Falcon is installed on to crash without fully loading.

“The issue has been identified, isolated and a fix has been deployed,” said CrowdStrike in a statement on Friday . Some businesses and organizations are beginning to recover, but many expect the outages to drag on into the weekend or next week given the complexity of the fix. CrowdStrike CEO George Kurtz told NBC News that it may take “some time for some systems that just automatically won’t recover.” In a later tweet , Kurtz apologized for the disruption.

Here’s everything you need to know about the outages.

What happened?

Late Thursday into Friday, reports began to emerge of IT problems wherein Windows computers were getting stuck with the infamous “blue screen of death” — a bright blue error screen with a message that displays when Windows encounters a critical failure, crashes or cannot load.

The outages were first noticed in Australia early on Friday, and reports quickly came in from the rest of Asia and Europe as the regions began their day, as well as the United States.

Within a short time, CrowdStrike confirmed that a software update for Falcon had malfunctioned and was causing Windows computers that had the software installed to crash. Falcon lets CrowdStrike remotely analyze and check for malicious threats and malware on installed computers.

At around the same time, Microsoft reported a significant outage at one of its most used Azure cloud regions covering much of the central United States. A spokesperson for Microsoft told TechCrunch that its outage was unrelated to CrowdStrike’s incident .

Around Friday noon (Eastern time), Microsoft CEO Satya Nadella posted on X saying the company is aware of the CrowdStrike botched update and is “working closely with CrowdStrike and across the industry to provide customers technical guidance and support to safely bring their systems back online.”

What is CrowdStrike and what does Falcon Sensor do?

CrowdStrike, founded in 2011, has quickly grown into a cybersecurity giant. Today the company provides software and services to 29,000 corporate customers, including around half of Fortune 500 companies, 43 out of 50 U.S. states and eight out of the top 10 tech firms, according to its website .

The company’s cybersecurity software, Falcon, is used by enterprises to manage security on millions of computers around the world. These businesses include large corporations, hospitals, transportation hubs and government departments. Most consumer devices do not run Falcon and are unaffected by this outage.

One of the company’s biggest recent claims to fame was when it caught a group of Russian government hackers breaking into the Democratic National Committee ahead of the 2016 U.S. presidential election. CrowdStrike is also known for using memorable animal-themed names for the hacking groups it tracks based on their nationality, such as: Fancy Bear , believed to be part of Russia’s General Staff Main Intelligence Directorate, or GRU; Cozy Bear , believed to be part of Russia’s Foreign Intelligence Service, or SVR; Gothic Panda , believed to be a Chinese government group; and Charming Kitten , believed to be an Iranian state-backed group. The company even makes action figures to represent these groups, which it sells as swag .

CrowdStrike is so big it’s one of the sponsors of the Mercedes F1 team , and this year even aired a Super Bowl ad — a first for a cybersecurity company. 

Who are the outages affecting?

Practically anyone who during their everyday life interacts with a computer system running software from CrowdStrike is affected, even if the computer isn’t theirs. 

These devices include the cash registers at grocery stores, departure boards at airports and train stations, school computers, your work-issued laptops and desktops, airport check-in systems, airlines’ own ticketing and scheduling platforms, healthcare networks and many more. Because CrowdStrike’s software is so ubiquitous, the outages are causing chaos around the world in a variety of ways. A single affected Windows computer in a fleet of systems could be enough to disrupt the network. 

TechCrunch reporters around the world are seeing and experiencing outages, including at points of travel, doctors’ offices and online. Early on Friday, the Federal Aviation Administration put in effect a ground stop, effectively grounding flights across the United States, citing the disruption. It looks like so far the national Amtrak rail network is functioning as normal. 

What is the U.S. government doing so far?

Given that the problem stems from a company, there isn’t much that the U.S. federal government can do. According to a pool report, President Biden was briefed on the CrowdStrike outage, and “his team is in touch with CrowdStrike and impacted entities.” That’s in large part because the federal government is a customer of CrowdStrike and also affected.

Several federal agencies are affected by the incident, including the Department of Education , and Social Security Administration, which said Friday that it closed its offices as a result of the outage.

The pool report said Biden’s team is “engaged across the interagency to get sector by sector updates throughout the day and is standing by to provide assistance as needed.” 

In a separate tweet, Homeland Security said it was working with its U.S. cybersecurity agency CISA, CrowdStrike and Microsoft — as well as its federal, state, local and critical infrastructure partners — to “fully assess and address system outages.”

There will no doubt be questions for CrowdStrike (and to some extent Microsoft, whose unrelated outage also caused disruption overnight for its customers) from government and congressional investigators. 

For now, the immediate focus will be on the recovery of affected systems.

How do affected customers fix their Windows computers?

The major problem here is that CrowdStrike’s Falcon Sensor software malfunctioned, causing Windows machines to crash, and there’s no easy way to fix that. 

So far, CrowdStrike has issued a patch, and it has also detailed a workaround that could help affected systems function normally until it has a permanent solution. One option is for users to “reboot the [affected computer] to give it an opportunity to download the reverted channel file,” referring to the fixed file.

In a message to users , CrowdStrike detailed a few steps customers can take, one of which requires physical access to an affected system to remove the defective file. CrowdStrike says users should boot the computer into Safe Mode or Windows Recovery Environment, navigate to the CrowdStrike directory, and delete the faulty file “C-00000291*.sys.”

The wider problem with having to fix the file manually could be a major headache for companies and organizations with large numbers of computers, or Windows-powered servers in datacenters or locations that might be in another region, or an entirely different country.

CISA warns that malicious actors are ‘taking advantage’ of the outage

In a statement on Friday, CISA attributed the outages to the faulty CrowdStrike update and that the issue was not due to a cyberattack. CISA said that it was “working closely with CrowdStrike and federal, state, local, tribal and territorial partners, as well as critical infrastructure and international partners to assess impacts and support remediation efforts.”

CISA did note, however, that it has “observed threat actors taking advantage of this incident for phishing and other malicious activity.” The cybersecurity agency did not provide more specifics, but warned organizations to stay vigilant.

Malicious actors can and will exploit confusion and chaos to carry out cyberattacks on their own. Rachel Tobac, a social engineering expert and founder of cybersecurity firm SocialProof Security, said in a series of posts on X to “verify people are who they say they are before taking sensitive actions.”

“Criminals will attempt to use this IT outage to pretend to be IT to you or you to IT to steal access, passwords, codes, etc.,” Tobac said.

What do we know about misinformation so far?

It’s easy to understand why some might have thought that this outage was a cyberattack. Sudden outages, blue screens at airports, office computers filled with error messages, and chaos and confusion. As you might expect, a fair amount of misinformation is already flying around , even as social media sites incorrectly flag trending topics like “cyberattack.”

Remember to check official sources of news and information, and if something seems too good to be true, it might just well be.

TechCrunch will keep this report updated throughout the day.

TechCrunch’s Ram Iyer contributed reporting.

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Here's what we know about CrowdStrike, the company potentially to blame for a global tech outage

A technical issue related to a US-based cybersecurity firm named CrowdStrike caused computers running Microsoft software across Australia and abroad to glitch on Friday.

The global outage impacted a raft of Australian companies and government agencies, causing many computers to attempt to restart and display a blue-screen error message.

Here's what we know so far.

What is CrowdStrike?

CrowdStrike is a US-based cybersecurity firm that helps companies manage their security in "IT environments" — that is, everything they use an internet connection to access.

Its primary function is to protect companies and stop data breaches, ransomware and cyber attacks.

It includes among its main customers global investment banks, universities and even the Australian betting agency TAB Corp.

The cybersecurity environment has changed rapidly in recent years due to the increased presence of threat actors targeting big business, including Ticketmaster, Medibank and Optus.

As a result, more and more companies are turning towards firms like CrowdStrike to protect their customers' information.

What is CrowdStrike used for?

One of the company's main products is CrowdStrike Falcon, which is described on its website as "providing real-time indicators of attack, hyper-accurate detection and automated protection" from possible cybersecurity threats.

CrowdStrike Falcon is used by thousands of companies across the world to protect data, and a software update released on Friday caused a global outage of Microsoft products.

Earlier this week, CrowdStrike announced an update of its Falcon product, saying it would provide "unprecedented speed and precision" to detect security breaches.

In a statement posted to its website following the outage, a CrowdStrike spokesperson said it was likely an issue with the Falcon product that caused the incident.

Who owns CrowdStrike?

The company was founded by former McAfee employee George Kurtz in 2012.

Its ownership structure is a mix of individual investors, institutions and retail.

The company's stock is broken down into two large investor categories. About 40 per cent is owned by institutional investors, and about 57 per cent is owned by public companies and individual investors.

The investor with the largest share is The Vanguard Group, a US investment fund, with about 6.79 per cent of the company.

The question of who owns CrowdStrike was part of a discredited conspiracy theory after the company investigated Russia's role in the 2016 US elections.

Former US president Donald Trump made reference to the conspiracy theory in a call with Ukrainian President Volodymyr Zelenskyy in 2019.

"I would like to find out what happened with this whole situation with Ukraine, they say CrowdStrike. I guess you have one of your wealthy people," he said.

"The server, they say Ukraine has it … you or your people, and I would like you to get to the bottom of it."

What's next for the company?

Developer websites have already begun posting workarounds for the issue, and CrowdStrike the company offered a solution on its members-only platform until the incident resolves.

CrowdStrike CEO George Kurtz released a statement on X on Friday evening, saying the outage was caused by a "defect" in a content update for Microsoft users.

He stressed it was not caused by a cyber attack.

Earlier, Reuters said those who phoned the company were met with a pre-recorded message.

"Thanks for contacting CrowdStrike support. CrowdStrike is aware of reports of crashes on Windows … related to the Falcon sensor."

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Chaos and Confusion: Tech Outage Causes Disruptions Worldwide

Airlines, hospitals and people’s computers were affected after CrowdStrike, a cybersecurity company, sent out a flawed software update.

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By Adam Satariano ,  Paul Mozur ,  Kate Conger and Sheera Frenkel

• July 19, 2024

Airlines grounded flights. Operators of 911 lines could not respond to emergencies. Hospitals canceled surgeries. Retailers closed for the day. And the actions all traced back to a batch of bad computer code.

A flawed software update sent out by a little-known cybersecurity company caused chaos and disruption around the world on Friday. The company, CrowdStrike , based in Austin, Texas, makes software used by multinational corporations, government agencies and scores of other organizations to protect against hackers and online intruders.

But when CrowdStrike sent its update on Thursday to its customers that run Microsoft Windows software, computers began to crash.

The fallout, which was immediate and inescapable, highlighted the brittleness of global technology infrastructure. The world has become reliant on Microsoft and a handful of cybersecurity firms like CrowdStrike. So when a single flawed piece of software is released over the internet, it can almost instantly damage countless companies and organizations that depend on the technology as part of everyday business.

“This is a very, very uncomfortable illustration of the fragility of the world’s core internet infrastructure,” said Ciaran Martin, the former chief executive of Britain’s National Cyber Security Center and a professor at the Blavatnik School of Government at Oxford University.

A cyberattack did not cause the widespread outage, but the effects on Friday showed how devastating the damage can be when a main artery of the global technology system is disrupted. It raised broader questions about CrowdStrike’s testing processes and what repercussions such software firms should face when flaws in their code cause major disruptions.

How a Software Update Crashed Computers Around the World

Here’s a visual explanation for how a faulty software update crippled machines.

How the airline cancellations rippled around the world (and across time zones)

Share of canceled flights at 25 airports on Friday

50% of flights

Ai r po r t

Bengalu r u K empeg o wda

Dhaka Shahjalal

Minneapolis-Saint P aul

Stuttga r t

Melbou r ne

Be r lin B r anden b urg

London City

Amsterdam Schiphol

Chicago O'Hare

Raleigh−Durham

B r adl e y

Cha r lotte

Reagan National

Philadelphia

1:20 a.m. ET

CrowdStrike’s stock price so far this year

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