A lack of resources, such as customer service reps, is the biggest challenge being faced by SMBs (small and medium-sized businesses), according to new research. The study also reveals that not having enough visibility at customer level is another big challenge being faced by SMBs today.

Key research findings:

  • 30.6% of SMBs claim not to have enough customer service resources
  • 26.4% struggle to get visibility at customer level
  • 11.2% of the panel surveyed say that lack of customer service integration with the rest of their business, is their biggest challenge

More details about the research:

Answers to the question: “In your business, what is your biggest customer service challenge?”

#1: Not enough resources, i.e. agents/reps (30.6%)

#2: Lack of visibility on customer level (26.4%)

#3: Not integrated (product, CRM, dev, etc) (11.2%)

#4: Support costs too high (9.6%)

#5: Unhappy customers (9.4%)

#6: Other (7%)

#7: Too many support requests (5.8%)

Demographics: 500 US-based respondents from a panel of SMBs (Small and Medium-sized Businesses). Respondents are aged between 25 and 54 and have an average inferred annual income of $24k – $150k.

If you’re a tech journalist or blogger and would like custom research to use in your articles, please complete this research request form. Alternatively, if you have questions, please get in contact with Sançar at sancar.sahin@getapp.com.

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