Adapting to rapid change

These days, getting customer support right is more important than ever. Smaller firms must go above and beyond to meet the needs of their customers, even as budgets tighten and workloads rise.

How can smaller teams punch above their weight to deliver exceptional customer service, even during times of rapid change? We looked at how more than 13,000 small and mid-sized businesses (SMBs) worldwide have been able to meet the challenges of 2020 and emerge with stronger, leaner support teams.

Insights from this report include:

• The three key trends that are impacting small teams (and easy tips on how to combat them)

• Which channels lead to higher customer satisfaction

• How small and mid-sized companies can pivot as consumer buying behaviors change

• Deep dive into how agile SMBs are keeping resolution times low