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 requirements of their customers, even as budgets tighten and workloads increase.

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 medium-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 having an effect on small teams (and easy tips to help you combat them)

• The channels that lead to higher customer satisfaction

• How small and medium-sized companies can pivot as consumers’ buying behaviour changes

• An in-depth analysis of how agile SMBs are keeping resolution times low