“The most important thing an SMB can do … is be proactive and ready to help [customers] right at the moment they need it,” said Linda Crawford, CEO of Helpshift. Companies must streamline support systems to resolve issues faster and more efficiently, she said. An up-to-date knowledge base enables instant self-service, “but SMBs must also offer channels for customers to communicate directly with support agents to cover all bases.” SMBs should offer robust omnichannel options and prioritize user-friendly channel support.
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