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It’s nearly impossible to bring up customer service these days without also discussing the customer experience. Why has it become such a hot topic? Simple: Consumer expectations are higher than ever before — and word of mouth travels ridiculously fast. So if a business wants to attract and retain customers, offering fast, helpful support is a must. 

This feels particularly true for small and medium businesses (SMBs), who have to work just as hard as their larger counterparts, but with fewer resources, to build their products, brands, and customer bases. So we were curious: How do high-performing support teams offer such great support? What are they doing differently?

And so the The Small & Medium Business Service Trends Report was born. This research report takes a look at SMB customer service teams with their unique priorities, challenges, and successes. How do service teams meet modern expectations? Which practices help service teams excel? What technology helps service teams the most? It’s all there.

View the full report to learn how your SMB can offer amazing customer support as well. Looking for a customer support solution to help you provide stand out service? Check out Service Cloud Essentials, a powerful support app for small business support teams.

Salesforce can help you find customers, win their business, and keep them happy so you can grow faster than ever. Learn more about our small business CRM solutions or follow us on Twitter at @SalesforceSMB and join the conversation with #SalesforceEssentials.