Disproportionately Adopter businesses, Pennsylvania SMBs entered into the pandemic with medium comfort with digital tools, and were already using business websites, social media/video platforms and collaborations tools. These SMBs faced average projected revenue reduction.
Though Pennsylvania SMBs are more likely than average to say COVID–19 has not affected their approach to digital tools (39% vs. 30% avg.), they still show more than average interest in adopting advanced tools such as business/data analytics tools and customer insights tools as they shift their focus on maintaining customer relations.
1) Business website (74% vs. 69%)
2) Social media/video platforms (73% vs. 69%)
3) Collaboration tools (65% vs. 60%)
How will I...
Retain my customer base? (46% vs. 42%)
Grow my customer base? (42% vs. 40%)
Recover from the damages? (38% vs. 44%)
1) Business/data analytics tools (14% vs. 9%)
2) Customer insights tools (13% vs. 11%)
3) CRM platforms (11% vs. 11%)
1) Webinars or livestreams (51% vs. 47%)
2) Step-by-step video tutorials (50% vs. 56%)
3) Step-by-step written guides (37% vs. 42%)