White Paper

Customer Service Transformation for Small Medium Businesses

How Small and Medium Businesses (SMBs) can improve customer engagement with lower risk and greater rewards

Customer experience is a top priority for organisations, big or small, to stand out in a competitive business environment. Commissioned by Genesys, Frost & Sullivan conducted surveys with over 400 business and IT decision makers in 13 countries across the Asia-Pacific. This Customer Service Trends report reveals critical gaps between customer service strategy and actual competencies that could hinder efforts to create seamless real-time engagements with today’s always-connected customers.

The findings highlight demand for holistic customer engagement strategies that take into account technology investment priorities and challenges SMBs face in deploying new capabilities and integrating with legacy on-premises systems. Key findings include:

  • 65% of midmarket enterprises agree that customer service impacts business performance
  • 86% of midmarket businesses have little to no integration between channels to capture and manage customer data
  • 87% of SMBs are considering the cloud
  • 70% expect technologies such as AI, proactive outbound solutions, and messaging apps to be critical investment areas in the next 2 years.

Download the report now to gain further insights to help guide your business in better engaging with customers to achieve sustainable growth.

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