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5 biggest gaps in customer service for small businesses

Published July 24, 2019
Last updated June 12, 2020

The stakes are high for small businesses. Companies like Amazon and Uber have set the standard for customer service, while SMBs—companies with fewer than 100 employees—are fighting to keep up with their customers’ expectations.

Over half of the SMB leaders we surveyed said their teams still rely on a shared email inbox to manage tickets—meaning information about customers goes unlogged, and customer service teams lack a way to understand how agents are responding. Whether there’s an overflowing queue, a lack of accessible channels, or chaos when it comes to the flow of information, small businesses are fighting an uphill battle.

By surveying customer experience leaders and analyzing how small businesses are using Zendesk, we found that fast-growing SMBs are much more likely than their peers to take an omnichannel approach to customer service. In our recent report, we cover the five biggest gaps in customer service for small businesses—and how an omnichannel solution can help companies avoid these potential pitfalls.

Find out more about Zendesk's research on the biggest gaps in customer service for midsize companies