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5 biggest gaps in customer service for midsize companies

Published July 24, 2019
Last modified July 24, 2019

Companies like Amazon and Uber have set the standard for customer service, which means that keeping up with customer expectations can be tough. Midsize companies—with between 100 and 1,000 employees—grow their customer service teams faster and use more advanced tools than small businesses. But when it comes to customer service, there’s always room for improvement.

Nearly half of the midsize company leaders we surveyed said their teams still rely on a shared email inbox to manage tickets—meaning information about customers goes unlogged, and customer service teams lack a way to understand how agents are responding. Whether there’s an overflowing queue, a lack of accessible channels, or chaos when it comes to the flow of information, midsize businesses have their work cut out for them.

In a new report, we followed midsize companies using Zendesk for their first few years. Take a look at our findings—including how an omnichannel solution enabled these businesses to elevate their customer service strategy to the next level.

Find out more about Zendesk's research on the biggest gaps in customer service for small businesses