GetApp Lab

[NEW RESEARCH – GetData] More than half of SMBs still don’t use customer support software

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 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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Categories: Independent SaaS and SMB industry research
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Sançar Sahin :Sançar is an online marketer with experience in writing, content creation, and research. He has launched various web and mobile projects, produced radio programs for the BBC, and has also self-published a book. In his spare time, Sançar loves to mix his two passions; traveling and photography.