This report examines the gaps in customer service for midsize companies and how they can improve their operations. The research found that fast-growing midsize companies are more likely to use an omnichannel approach, which connects and integrates channels to provide fast and efficient responses and a clear view of the customer across interactions and devices. The report surveyed customer experience leaders at midsize companies and analyzed how they are using Zendesk. The research found that midsize companies occupy a middle ground in terms of their customer service capabilities, with expectations for service quality continuing to rise as customers compare all service interactions to the standards set by larger companies like Amazon and Uber.
