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Report Zendesk

5 Biggest Gaps in Customer Service for Small Businesses

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. 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.

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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.