Identifying CX pain points helps you find the top customer service friction areas that impact satisfaction, loyalty, and retention. This guide shows you how to use the CX Pain Points template in Insight7.
Accessing the CX Pain Points Template #
Step 1: Navigate to Templates #
- Login to your Insight7 account at https://insight7.io
- You’ll see two main options: Analyze and Templates
- Click on Templates
Step 2: Select Research Category #
- In the templates view, you’ll see different template categories
- Click on Research to see all research template types
- You’ll see five research categories:
- Market Research
- User Research
- Product Research
- Competitive Research
- CX Research ← Click this one
Step 3: Choose CX Research #
- Click on CX Research
- You’ll see various customer experience research templates available
Step 4: Select Identify CX Pain Points Template #
- Find and click on Identify CX Pain Points
- You’ll see the description: “Find top customer service friction areas”
- This template is specifically designed to uncover customer experience issues and friction points
Running Your CX Pain Points Analysis #
Step 5: Upload Your Files #
- Click Upload Files or the upload button
- Select the conversations you want to analyze
Tips for comprehensive CX pain point analysis:
- Include conversations from the past 3-6 months
- Upload both resolved and unresolved issues
- Include calls from different support tiers (L1, L2, L3)
- Add conversations across different customer segments
- Include escalations and critical incidents
- Mix routine and complex customer interactions
- Aim for 25+ conversations for meaningful insights
Step 6: Run Analysis #
- Once your files are uploaded, click Run Analysis
- The system will process your conversations
- Wait for the analysis to complete
- Processing time depends on the number and length of files
Using CX Pain Points Analysis Effectively #
For Customer Experience Teams #
CX Strategy Development
- Build improvement roadmap based on pain point priorities
- Set KPIs for reducing top pain points
- Design initiatives targeting specific friction areas
- Track improvement over time
Process Improvement
- Redesign processes causing most friction
- Simplify complicated workflows
- Remove unnecessary customer effort
- Standardize best practices
Customer Journey Optimization
- Map pain points to journey stages
- Focus on high-impact touchpoints
- Create smoother transitions between stages
- Eliminate redundant or frustrating steps
For Support and Service Teams #
Training and Development
- Train agents on most common pain points
- Develop responses for frequent issues
- Build empathy skills for emotional pain points
- Create scripts or guides for complex scenarios
Knowledge Management
- Build help articles addressing top pain points
- Create FAQ content for common issues
- Develop troubleshooting guides
- Improve self-service resources
Performance Metrics
- Track resolution of specific pain point categories
- Measure improvement in customer satisfaction
- Monitor reduction in repeat contacts
- Evaluate agent performance on handling pain points
For Product Teams #
Product Roadmap
- Prioritize fixes for critical product pain points
- Address usability issues customers mention most
- Build features to close gap with competitors
- Improve reliability and performance
User Experience Design
- Redesign confusing interfaces
- Simplify complex workflows
- Improve error messages and guidance
- Make common tasks easier
For Operations Teams #
Process Optimization
- Streamline processes causing friction
- Automate repetitive or manual tasks
- Reduce handoffs and transfers
- Improve cross-functional coordination
Resource Allocation
- Staff appropriately for peak demand
- Invest in tools reducing customer effort
- Allocate budget to highest-impact improvements
- Measure ROI of pain point resolution
For Leadership #
Strategic Priorities
- Align organization around top pain points
- Make customer experience a strategic priority
- Invest in critical improvements
- Track progress on pain point reduction
Customer-Centric Culture
- Share customer pain points broadly
- Use real customer voices in communications
- Celebrate pain point resolution wins
- Hold teams accountable for improvements
Best Practices for CX Pain Point Analysis #
Comprehensive Coverage #
Include All Customer Touchpoints
- Support interactions (phone, email, chat)
- Self-service experiences
- Onboarding and implementation
- Product usage
- Billing and contracts
- Renewals and expansions
Capture All Customer Segments
- Different personas may have different pain points
- Enterprise vs. SMB customers
- New vs. long-term customers
- High-value vs. average customers
Regular Monitoring #
Monthly Reviews
- Track pain point trends monthly
- Identify emerging issues quickly
- Monitor improvement initiatives
- Adjust priorities as needed
Quarterly Deep Dives
- Comprehensive pain point analysis
- Compare quarter-over-quarter trends
- Evaluate effectiveness of improvements
- Set new priorities and goals
Prioritization Framework #
Impact vs. Effort Matrix
- Quick wins: High impact, low effort → Fix immediately
- Major projects: High impact, high effort → Plan and execute
- Fill-ins: Low impact, low effort → Address opportunistically
- Time sinks: Low impact, high effort → Deprioritize or skip
Customer Impact Assessment
- How many customers affected?
- How severely are they impacted?
- Does it cause churn or revenue loss?
- Is it trending worse or better?
Action-Oriented Approach #
Assign Ownership
- Assign owner to each top pain point
- Create action plans with timelines
- Set success metrics and goals
- Review progress regularly
Close the Loop
- Communicate fixes to affected customers
- Measure before and after impact
- Share wins with organization
- Continuously iterate and improve
Voice of Customer Integration #
Share Customer Stories
- Use actual customer quotes in communications
- Make pain points real and relatable
- Build empathy across organization
- Motivate teams with customer voices
Customer Advisory Boards
- Validate pain points with customer panels
- Co-create solutions with customers
- Test improvements with real users
- Build advocacy through collaboration
Common CX Pain Points Use Cases #
Customer Satisfaction Improvement
- Identify what’s hurting CSAT or NPS scores
- Address top detractors systematically
- Track improvement in satisfaction metrics
- Build loyalty through better experiences
Churn Reduction
- Find pain points causing customer churn
- Address critical issues before customers leave
- Improve retention rates
- Build proactive intervention programs
Operational Efficiency
- Reduce repeat contacts by fixing root causes
- Streamline processes to reduce handle time
- Improve first-contact resolution
- Lower support costs while improving quality
Competitive Advantage
- Turn CX into competitive differentiator
- Fix areas where competitors are better
- Create superior experiences
- Build word-of-mouth and advocacy
Product Development
- Inform product roadmap with real customer pain
- Prioritize features addressing critical issues
- Validate product-market fit
- Drive adoption through better usability
