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Industry Research : Salesforce Releases ‘2016 Connected Small Business Report'

#contactcenterworld, @salesforce

Salesforce (NYSE: CRM), a Customer Success Platform and CRM company, released its "2016 Connected Small Business Report," surveying more than 300 small business owners in the United States to better understand the role technology plays in their organizations and how they sell, service and market to their customers.

Today’s small business owners have limited time and resources and wear many hats, from founder, to sales lead, to head of IT. Because of this, they often get stuck in day-to-day activities and fail to look at how to strategically apply technology to address tomorrow’s opportunities—whether it is their customers migrating to mobile devices or the emergence of big data as a potential asset for their businesses. As a result, many small businesses end up with multiple, one-off technology solutions that don’t communicate with one another or grow and scale with them.

The study was conducted online by Harris Poll on behalf of Salesforce, Nov. 17-28, 2016.

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Key Report Findings

- The majority of small business owners are responsible for their companies’ technology buying decisions—and they are price sensitive.

- More than 80% of small businesses (83%) do not have an IT staff; and 73% of small business owners are responsible for purchasing technology for their businesses.

- For small business owners, the most important factors in purchasing technology include price (74%), convenience (43%) and compatibility with their current infrastructure (37%).

- Technology accounts for 15% of small business owners’ annual budgets on average, mostly going toward hardware (46%) and financial software (33%), such as accounting packages.

- Most small business owners still rely on outdated tools and processes when it comes to connecting with their customers.

- For tracking customer information, small business owners primarily use email (44%) and spreadsheets (41%)—and the numbers are similar for managing sales opportunities.

- For customer service, more than half of small business owners (51%) make direct phone calls to customers, followed by direct emails (47%) and social media (32%).

- Interestingly, there is a sizeable percentage of small businesses (21%) that do not use any technology to sell to their customers.

- Newer technologies, such as business process automation, analytics and artificial intelligence (AI), are still nascent at small businesses.

-Less than half of small business owners (49%) are taking advantage of business process automation—primarily automated billing and finance (69%).

- Only 21% of small business owners are using business analytics or business intelligence software to measure their businesses.

- Despite the hype around AI, 61% of small business owners said their businesses are not ready, citing it is too complex for what they need.

- While the economy is a concern, small business owners would still be likely to start a business in today’s climate.

- Not having enough time in the day (35%) and the impact of the economy (34%) are among the top business-related issues small business owners face.

- However, nearly 3 in 5 small business owners (58%) say they would still be likely to start a business in today’s economic climate, and 75% of small business owners believe their city is a good place to start a business.

Comment on the News
"While small businesses are optimistic about the economy and cities where they work, this study shows there are huge opportunities for them to leverage technology to supercharge their businesses," said Jamie Domenici, VP small business marketing, Salesforce. "There is a common misconception that CRM, automation and other technologies are too complex for small businesses, but in fact, they’re easier to use than ever and can help them work smarter, save time and connect with their customers in new ways."

This survey was conducted online within the United States by Harris Poll on behalf of Salesforce, Nov. 17-28, 2016, among 304 small business owners in the U.S. with less than 100 employees and less than $1 billion in annual revenue. Data were weighted by number of employees to bring them in line with their actual proportions. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. 

#contactcenterworld, @salesforce

Posted by Veronica Silva Cusi, news correspondent 
Source: Salesforce

Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Thursday, December 1, 2016

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2021 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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