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.

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