The current state of customer service maturity for small and medium enterprises (SMEs)

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* 1. What is your job function?

Contact center

CRM

Customer experience

Customer insight

Customer service

Digital customer experience

Executive team

Marketing

Operations

Research an development

Other (please specify)

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* 2. What is your seniority?

C-level

SVP/VP

Director

Head of department

Customer experience manager

Analyst

Other (please specify)

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* 3. What industry do you work in?

Advertising and PR

Automotive

Consumer goods

E-commerce

Education

Financial services

Government/public sector

Healthcare

High tech

Industrial

Manufacturing

Media/entertainment

Real estate/property

Retail

Telecoms

Travel/hospitality

Utilities

Other (please specify)

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* 4. What is the size of your company?

1-50 employees

51-100 employees

101-150 employees

151-200 employees

2001-250 employees

>250 employees

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* 5. Which below best describes the current state of customer service at your organization?

We offer basic customer service support via our website, phone and email

We have a small customer service support team that is able to streamline incoming requests via a lightweight ticketing system

We have an established customer service team that is able to handle a large amount of requests, in addition to a self-service offering

We have a full customer service support suite, omnichannel capabilities and proactive service management software

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* 6. What customer-service-specific challenges do you face as an SME? [please select three]

Agent attrition and/or burnout

Data and tech silos

Competing business priorities

Difficulty working as a team when working remotely

Inability to scale-up in a streamlined manner

Lack of automation

Lack of customer insight

Lack of finances/stakeholder buy-in to make needed CS upgrades

Lack of flexibility to handle busy periods

Lack of self-service options

Limited number of customer service channels

Rising customer expectations around convenience

Difficulty keeping support times low

Other (please type):

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* 7. Do you have channel-based messaging services (e.g. WhatsApp) as part of your customer service offering and why?

Yes, it is a very large part of our CS model

We have a small amount in our offering

No, but we are excited to implement it into our CS offering soon

No, and we may not be able implement it for a long time

Unsure

If yes, how do you use it? (please enter a few words to explain your answer)