In 2020, small businesses faced exceptional challenges. Adapting to a world reshaped by COVID-19 meant significant changes in how businesses are run, and how customers interact with brands.
In Zendesk’s third annual Customer Experience Trends Report, small businesses reported some notable differences in how business now looks:
- 37% manage remote staff
- 59% use technology to prioritize agility
- 24% had to lay off employees
At the same time, customer engagement has soared. Small businesses saw a 22% increase in volume, all while customers and companies are focusing more on the customer experience.
Our team of experts reviewed data from 90,000 businesses using Zendesk across 175 countries. We compared how they use Zendesk with opinions from customers, agents, customer experience leaders, and technology buyers. Using these insights, we identified this year’s top trends in customer experience and tailored best practices to your team.
Access the key trends and data and what they mean for small businesses.