These days, getting customer support right is more important than ever. As we look back on all the changes that happened during 2020, two things remained steady: the need to lighten the load of agents and to provide seamless customer support.

We looked at how more than 13,000 SMBs worldwide have been able to meet the challenges that 2020 presented and come out on the other side.

Insights from this report include:

• The three key trends that are impacting small teams (and easy tips on how to combat them)
• Which channels lead to higher customer satisfaction
• How small and mid-sized companies can pivot as consumer buying behaviors change
• A deep dive into how agile SMBs are keeping resolution times low