Greetings! People find all kinds of ways to contact a business — email, webchat, phone calls, and that old standby: walking through the front door. To further understand how small and midsize businesses (SMBs) engage with customers, we partnered with Metrigy, a leading research firm in customer experience and digital transformation, to survey over 350 SMBs (up to 250 employees).

Among the survey respondents who did not have a contact center solution, Metrigy found that :

• 69% said people call the company’s main telephone number
• 41% said people use only digital channels such as email, webchat, and social media
• 35% said people come to the physical location
• 27% said people reach out to account representatives directly
• 10% said people use a self-service knowledge base

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