5 communications challenges facing modern small businesses and how to solve them

Here at CallRail, we know that having the right communication tools for small to mid-sized businesses is invaluable. In order to drive revenue, build relationships, or collaborate with team members at work, efficient communication systems are an absolute necessity.

We surveyed over 600 small business owners and employees to find out how they handle customer communication — and whether their efforts are working for them or against them. Based on that research, we discovered 5 communication challenges several small to medium-sized businesses were facing and how to solve them.

Challenge 1: Disparate tools

Our research found that on average businesses are using 4 or more different tools to communicate with their customers including, email, text, phone calls, forms, live chat, etc. 94% of businesses feel they have too many separate communications and/or contact management tools.

Jessica Clarke and Pia Adolphsen shares some consequences and solution in the clip below:

Challenge 2: Lack of visibility & data about customers

99% of small businesses report that they always or sometimes have to ask prospects how they found their business when answering a call. 78% of businesses have experienced customer frustration due to a lack of internal alignment around communication.

Watch the video to see how lack of visibility could be affecting your business and a solution that could help:

Challenge 3: Missing opportunities while out of the office

42% of small and mid-sized businesses say calls are missed because employees are away from the office. 77% say that the amount of work they could get done in a week would increase if they could answer and make calls from their business number via their cell phone.

Watch the video to learn more about this challenge and how to solve this problem:

Challenge 4: Most tech tools are not designed with small and mid-sized businesses in mind

74% of small businesses wish the tools they needed were aimed at smaller businesses rather than enterprise-level companies.

The video below discusses this challenge and solution in depth:

Challenge 5: Misalignment in customer communications leads to employee frustration

70% of employees have felt frustrated due to a lack of internal alignment around customer communication. 72% of small business employees say they have misspoken on a call to a customer or prospect because they did not have context from previous conversations. This can cause an unprofessional appearance, wasted time, and fractured customer relationships

Learn more about this challenge and solution below in the video:

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