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Industry Research : Customer Focus Fuels SMB Optimism for 2024

#contactcenterworld, @aircall

Aircall, a customer communication and engagement platform, launches The Voice of SMBs 2024 global report. Surveying 1,400 employees at small to medium-sized businesses1(SMBs) across North America, Australia, France, Germany, Spain, and the UK, the report explores the priorities of SMBs over the course of 2024 and their focus areas for efficient business growth.

Aircall's inaugural report unveils insights in a bid to help SMBs across the world better understand how business move forward in 2024. When SMBs represent 95% of the world's companies and 70% of the world's population, Aircall sees the actionable insights and analysis therein to empower them to grow effectively in 2024, and turn challenges into opportunities for the SMB community.

Globally, 64% of SMBs are optimistic about growth in the year ahead.This sentiment is mirrored, albeit slightly more cautiously, in the United States and Canada, where 59% share this positive outlook.

Driving this growth, according to 54% of organizations, is a renewed emphasis on cultivating deeper connections and relationships with customers. For the US and Canada this number peaks at 61%.

72% of SMBs say their main focus in 2024 will be customer satisfaction, a focus similar in North America.

Ai is not just an innovation, it’s now a sidekick to customer support: 52% of employees in the US (57% globally) believe that their organization will intensify scrutiny of customer support performance in the coming year.

Despite a challenging business climate, the report highlights that globally, almost two-thirds (64%) of the 1,400 respondents feel optimistic about growth in the year ahead. In comparison this number reaches 59% for the US and Canada, where SMBs are facing unique hurdles that temper their outlook slightly (high inflation, political climate...). Nevertheless, the overall positive sentiment is a testament to the adaptability and entrepreneurial spirit inherent in SMBs.

The majority (54%) of organizations stated that the biggest growth-driver in 2024 will be increasing connections and relationships with customers, and the top growth-driver across every region surveyed underlining a revival of relationship building. Further, four key insights were seen as fundamental to problem-solving, adapting, and responding to the shifting business landscape SMBs find themselves in.

A different SMB Mindset and Approach:

With 61% of businesses saying they are prioritizing customer experiences over growth in the next year, it’s clear that there is a sea change in how businesses are looking to succeed in 2024. A challenging year for small businesses has meant leaders are reappraising the insights key to their success. According to The Voice of SMBs 2024 report, these are:

  • Growth Beyond The Numbers: a new definition of growth—one that looks beyond the numbers—means that overall 54% of organizations state that one of the biggest growth drivers in 2024 will be increasing connections and relationships. This sentiment is even more pronounced in North America, where 61% of businesses identify this as their primary strategy for expansion. Notably, this was the top growth-driver across every region, meaning selling at all costs is out of fashion—something evidenced by the news that Google and Yahoo are planning to crack down on bulk email sends.

  • AI As Your Sidekick: How SMBs can achieve this, despite the everyday pressures they face, comes down to technology. AI is not just an innovation, it's now a sidekick to customer support: With 52% of businesses focusing on enhanced scrutiny of customer support performance, and 47% acknowledging the value of personal details in delivering effective customer experiences, AI's role is becoming indispensable.

  • The Art of Human Connection: In the global survey and in North America as well, 72% state that their business’s main focus next year will be the satisfaction of its customers, showing the degree to which meaningful conversations and interactions have returned to the front of mind for customer-facing teams,

  • A Focus on Coaching: growing businesses will be focusing even further on reducing turnover of staff and ensuring they have the right talent at hand. Almost two-thirds (65%) highlight that they have a good or extensive training, coaching, and development program and in the US almost half of employees (46%) anticipate spending more time training or upskilling coworkers in the year ahead.

Aircall’s CEO, Scott Chancellor comments: "I joined as Aircall CEO at the end of 2023, and this report excited and surprised me as soon as I saw it. Like Aircall itself, I am passionate about small businesses, and The Voice of SMBs 2024 isn’t just a report—it’s a resource-packed guide with actionable insights and tips that will help SMBs problem-solve, adapt, and respond to the shifting business landscape they find themselves in. With the correct strategies in place, SMBs can navigate tight budgets, and big competition—and unlock a kind of growth to be proud of."

#contactcenterworld, @aircall

About Maryse Camelan:
PR strategist for Aircall

About aircall:
Company LogoCloud-based phone system and call center software solution. Instant set-up. Integrates with your favourite CRM and Helpdesk. No hardware, no deskphone.
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Today's Tip of the Day - Ergonomics

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Published: Friday, February 2, 2024

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2024 Buyers Guide Inbound Call Handling Services

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
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