60% of Small Businesses Rely on Patchwork of Manual Processes for Customer Service

New data from the SMB Group quote, “60% of SMBs still use spreadsheets, phone, email, and personal productivity software to manage customer service, instead of customer service software. The smaller the company, the more likely they are to rely on a patchwork quilt of software and manual processes to provide customer service—which gets more cumbersome as things get more complicated.”

Less is more… fewer tools and simplification.     Any time I get worried about the future of services around technology, a set of data like this is published, reinforcing that there is considerable value to be unlocked in helping businesses operate better with technology.     Note that this isn’t about keeping the lights on – it’s about making their business run better.