More than half of small and medium-sized businesses (SMBs) are not using customer support software to handle their customer service processes, and could be losing at least 3 hours per week as a result. From a panel of over 500 SMBs, over a quarter said that they save 3 hours or more per week by using a dedicated customer support app to manage their customer service processes.


Key research findings:

  • More than 1/4 of SMBs claim to save at least 3 hours per week by using a dedicated customer service app
  • 8.2% of the panel asked save in excess of 10 hours per week
  • 56.3% of SMBs still don’t use a dedicated customer service app, potentially losing them valuable time

More details about the research:

Answers to the question: “How much time do you save each week by using customer support software to handle customer service compared to other methods?”

#1: We don’t use customer support software (56.3%)

#2: Less than 2 hours per week (17%)

#3: 3-5 hours per week (13.8%)

#4: More than 10 hours per week (8.2%)

#5: 6-9 hours per week (4.8%)

 


Demographics: Over 500 US-based respondents from a panel of SMBs (small and medium-sized business) owners. Respondents are aged between 25 and 54 and have an average inferred annual income of $50k – $150k.


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