The year 2024 brought major strides in customer service, especially with the rise of generative AI solutions. What once seemed like futuristic tech is now part of everyday life, with virtual assistants and AI-powered chatbots getting smarter at understanding and resolving customer needs. According to a Salesforce study, 79% of customer service teams have already invested in AI. At the same time, customers are craving authenticity, making genuine brand-customer connections a top priority.
Let's dive into 2025!
As we enter the new year, businesses are facing a dynamic and challenging environment. Persistent inflation, geopolitical tensions, and the urgency of climate change are all shaping consumer behavior. Shoppers, especially those keeping a close eye on their spending, are less willing to put up with poor experiences.
2025 will be all about balance: between tech and human connection, speed and authenticity, performance and responsibility. The companies that get it right will be the ones building the strongest and most loyal customer relationships. Check out this article for a look at the top customer service trends to watch in the year ahead.
Customer service trends in 2025
1/ Omnichannel for a seamless customer experience
By 2025, customer experience needs to be smooth and effortless. Customers expect to connect with businesses across multiple channels—whether it’s live chat, email, social media, or phone—without hitting roadblocks. They also want consistently great service, no matter how they choose to interact. Research shows that 79% of customers expect seamless interactions across departments, but 56% often have to repeat their information to different reps. That’s why it’s critical for teams to have access to a centralized interaction history so they can better understand and meet customer needs.
Being everywhere isn’t the goal—it’s about focusing on the right channels for your brand and creating a cohesive experience. The key is offering the right channel at the right moment. To do that, businesses need to leverage customer data effectively and deliver personalized experiences across touchpoints. Picture this: a customer sees a product in a newsletter, visits the website, chats with a bot for more details, makes the purchase online, and chooses in-store pickup.
To make omnichannel work, brands need to optimize multiple communication tools, like social media, chatbots, and video chat. For example, remote visual support can help deliver a truly connected experience. Imagine a customer with an issue contacting support through a phone call, social media, or email. To resolve it faster, the agent could send a text or email with a link that lets the customer join a video call instantly through their browser.
Companies that prioritize omnichannel strategies see 89% customer retention on average, compared to just 33% for those that don’t. By 2025, investing in omnichannel will be a must for brands that want to drive loyalty, boost engagement, and deliver standout customer experiences.
2/ The new standards for customer service
Today’s customers are more demanding than ever and won’t think twice about switching brands if the service falls short. To stay competitive and keep customers loyal in 2025, companies must deliver exceptional service that’s fast, personalized, and secure.
Faster service is essential
According to a Qualtrics study, 46% of consumers rank speed as their top priority when interacting with businesses. To meet this expectation, companies need to blend technology with creativity to deliver quick, customized solutions. For straightforward issues, 61% of customers prefer to solve problems on their own. That’s why it’s critical to invest in self-service options like FAQs, knowledge bases, and chatbots. These tools give customers the answers they need in no time while freeing up your team to focus on more complex, high-value tasks.
For trickier issues, though, customers want to connect with a real person who can quickly grasp their situation. Remote visual support is a game-changer for customer service: it speeds up resolution times, boosts first-call resolution rates, and improves overall customer satisfaction. With video call, agents can diagnose and solve problems in real-time, all while delivering a more personalized and engaging experience.
Hyper-Personalization to exceed expectations
In 2025, personalization will become even more crucial, encompassing the entire customer experience. In fact, 64% of consumers prefer companies that tailor experiences to their needs and preferences. Brands will need to offer unique customer journeys, bespoke content, and a personalized relationship with every consumer.
This requires in-depth data utilization—such as purchase preferences, interaction history, and customer feedback—to build detailed customer profiles and anticipate needs. For example, an e-commerce retailer might suggest products based on past purchases, while a customer service agent could tailor their recommendations based on a client’s feedback. Moreover, 70% of consumers are in favor of digital loyalty programs with personalized rewards powered by AI.
Artificial intelligence further supports this approach by offering tools capable of rapidly collecting and analyzing vast amounts of data while predicting future consumer needs and expectations. For instance, ServiceNow’s predictive intelligence functionality identifies recurring customer requests, enabling teams to anticipate similar demands and implement corrective actions proactively.
This level of large-scale personalization will help build stronger connections and foster loyalty among an increasingly unpredictable customer base.
Security and transparency to build trust
Privacy expectations are sky-high. While consumers crave personalized experiences, they’re also cautious about how their personal data is handled. Companies must strike a balance by delivering personalization without crossing the line, which starts with being upfront about how they collect and use customer information.
Security is another top concern. A Zendesk report shows that 70% of customers won’t buy from a company if they believe its security measures aren’t up to par. Customer experience leaders are paying attention: 83% say data protection and cybersecurity are a priority. Still, over half of consumers think companies could do better.
By 2025, businesses will need to deliver full transparency, airtight security with features like two-factor authentication and one-time passwords, and strict compliance with data protection laws such as GDPR.
3/ How artificial intelligence is transforming customer service
Artificial intelligence has made huge strides in recent years, and it’s reshaping customer service in a big way. Businesses are now using AI to streamline operations by automatically sorting and prioritizing incoming requests, crafting personalized responses, and generating helpful content like FAQs, tutorials, and guides. By automating repetitive tasks, AI frees up customer service agents to focus on more complex issues, making support teams more effective overall.
70% of CX leaders believe generative AI helps make every customer interaction more effective. Here’s the impact AI is having:
Personalization: Analyzing customer data to tailor responses to the specific needs of each user.
24/7 Availability: Operating continuously to provide uninterrupted support.
Repetitive Task Automation: Freeing human agents from monotonous tasks to focus on complex issues and customer interactions.
Sentiment Analysis: Assessing customer emotions to identify issues before they escalate.
Looking ahead to 2025, AI’s role in customer service will only grow, with 83% of companies planning to ramp up their investments in AI tools. But AI won’t just assist teams—it’s on track to become a true partner, thanks to the rise of advanced AI agents.
Unlike traditional chatbots, AI agents deliver a more human-like experience. They can handle complex conversations on their own, tap into the company’s knowledge base, and adapt their responses to fit the context of each situation. By managing up to 80% of customer interactions, these AI agents will help support teams work more efficiently, allowing human agents to zero in on high-value tasks and problem-solving.
4/ Human interaction is still key
With the rise of artificial intelligence, many companies assumed consumers no longer wanted human interaction. The reality couldn’t be more different—studies consistently show that customers still crave that personal connection.
77% of customers expect to connect with a real person immediately when they contact a business (source).
81% of consumers would rather wait to speak with a live agent than deal with a bot (source).
52% of support agents say customers prefer a “fully human” approach to solving their issues (source).
By 2025, businesses that want to deliver an exceptional customer experience will need to focus on empathetic service and leverage the skills of their teams.
Customer service reps play a critical role, especially when it comes to handling difficult customers, providing tailored solutions, and using active listening. These human abilities—things AI just can’t fully replace—will be a game-changer for the future of customer service.
To amplify the impact of human interactions and strengthen those personal connections, more companies are turning to video call. Remote visual support combines the convenience of digital tools with the warmth of face-to-face interaction and is now used by 77% of businesses in 2024. In fact, it’s been the fastest-growing support channel since 2020, with a 67% increase in adoption.
Video call resonates with both customers and businesses because it delivers:
A more personal customer experience
Quick, straightforward help
Efficient issue resolution
First-call problem-solving
Better overall customer satisfaction
Visual support allows businesses to resolve issues faster and more effectively, improving satisfaction while creating a sense of trust and closeness with customers. By enabling face-to-face communication—even remotely—companies can build more personal and empathetic connections with their clients. It’s no surprise that video support is poised to keep growing in 2025 as a go-to tool for customer care and assistance.
5/ Moving toward a responsible and committed customer experience
More than ever, consumers care about the values and commitments of the brands they support. 92% of customers are more inclined to trust brands that care about environmental and social responsibility, and 66% would pay more for sustainable brands. By 2025, businesses will need to back their promises with concrete, customer-facing actions that integrate CSR into their daily operations.
Fostering sustainability
Companies will need to focus on eco-friendly products and services, highlighting qualities like durability and low environmental impact. Patagonia, for example, is committed to raising its customers' awareness of the need for more sustainable consumption. The brand educates and communicates about the impact of the textile industry on the planet, notably through its website.
Reducing environmental impact is another way businesses can lead by example. Fnac Darty, for instance, uses Apizee's remote visual support technology to diagnose and resolve issues remotely, significantly cutting down on technician travel. On a larger scale, some of Apizee’s clients have avoided 34,000 unnecessary trips, eliminating 60 tons of CO2 emissions through remote solutions.
Adding meaning buying habits to consumption
Consumers are looking to buy less, but with more intention: 66% of shoppers are now looking for eco-friendly brands. Using locally-developed solutions that reflect national values of sovereignty and sustainability can make a strong impression on customers.
This year, consumers will continue to expect brands to step up with customer experiences that reflect their values. Companies that put these principles at the center of their customer service strategies will not only meet expectations but also build loyalty among increasingly conscientious customers.
6/ Employee experience at the core of business priorities
The customer service industry is in crisis mode. Contact centers are bleeding talent, with turnover rates between 30-45% - nearly double other industries. Companies are struggling to not just attract talent, but keep their best people. The root cause? Frontline agents feel burned out, underappreciated, and stuck in a thankless job.
There is a correlation between customer satisfaction and employee experience, known as the "Symmetry of Attention". This concept involves placing customer relationship quality and employee relationship quality at the same level to increase employee engagement and customer satisfaction. According to McKinsey, individuals who report a positive employee experience have an engagement level 16 times higher than those with a negative experience. It is therefore crucial for companies to place employees at the heart of their organization.
Looking ahead to 2025, businesses face a double challenge: meeting sky-high customer expectations while creating an environment where customer service agents actually want to work.
So what do these agents really want? Flexibility is key. They're looking for hybrid work models, adaptable schedules, and the ability to design their own workflow. But it's not just about convenience - they want meaningful work. They want to feel like they're making a real difference, not just handling complaints. Career growth, recognition, and a sense of purpose are non-negotiable.
Companies need to step up their game. That means investing in cutting-edge tools that make agents' lives easier. We're talking state-of-the-art CRM systems, intelligent call center software, comprehensive knowledge bases, and automation that actually works. Video support tools are a game-changer, offering:
Time savings: Problem resolution is faster with real-time video support and collaborative tools (shared annotations, screen sharing, etc.);
Reduced effort: Visual access to the client's problem allows the agent to make less effort to understand the situation from the start;
Maximize productivity: With faster client issue resolution, employees can handle more cases.
Training is another critical piece of the puzzle. It's not just about product knowledge anymore. Agents need soft skills training - think empathy, conflict resolution, and the ability to turn frustrated customers into loyal fans. And with AI transforming the industry, tech training is crucial. The stats are telling: while 72% of CX leaders claim they're training staff on AI tools. However, more than half of the agents argue they received no training. And among the 45% who report receiving training, only 21% of agents feel satisfied with that training.
The bottom line? Companies that invest in their people will see the payoff. Better employee experience means better customer experience. It's that simple.
7/ Customer Service: a key to customer loyalty and profitability
Customer service has become more critical than ever for businesses, playing a pivotal role in their success. This is particularly true when you consider that efficient and quick customer support is the primary factor in creating a positive purchasing experience. It's crucial for companies to reimagine customer service as a strategic differentiator.
Putting customer service at the heart of your organization
Customer service represents the primary touchpoint between consumers and a brand. Customer service representatives are the face of the company and the main point of contact for clients. Therefore, it's essential to integrate customer service across the entire organization and foster collaboration between different departments. By facilitating internal teamwork focused on customer success, businesses can enhance their customer experience, strengthen customer loyalty, and optimize overall business growth.
Viewing customer service as a profit center
A staggering 85% of business leaders believe customer service should contribute more significantly to their revenue this year. By strategically leveraging customer service, companies can transform it from a cost center into a profit generator.
First, excellent customer service helps retain customers, which is far more cost-effective than acquiring new ones. Additionally, support representatives can identify recurring pain points that customers experience. By escalating these insights, companies can address and resolve blocking issues. This approach allows agents to focus on more critical customer requests and potentially handle more cases more efficiently.
Moreover, customer service representatives now guide clients through their entire journey—from product discovery to purchase and post-purchase support. This positions them perfectly to drive sales. By understanding customer needs, they can:
Detect sales opportunities
Execute effective upselling strategies
Implement cross-selling techniques
Furthermore, investing in more strategic tools is crucial for improving performance. In fact, 75% of companies that have already invested in their customer service report a notable return on investment.
By 2025, businesses that want to stand out from competitors, build long-term customer loyalty, and increase profitability will need to make significant investments in their customer service infrastructure.
Boost your customer service in 2025 with Apizee
By 2025, businesses will need to strike a delicate balance between artificial intelligence—which enables optimized and personalized interactions—and human expertise, which brings the empathy and creativity essential for creating lasting connections. Key focus areas for companies will include delivering personalized service, increasing operational efficiency, exceeding customer expectations and maximizing employee experience. These strategic investments will be crucial for optimizing customer service.
Go further
Implementing visual engagement solutions, such as remote visual support, can help you achieve your business objectives. At Apizee, we offer 100% web-based, secure solutions developed with the highest standards of quality and data protection.
Time to resolution is key to customer satisfaction. Learn how to reduce yours to offer efficient service that keeps buyers happy and more likely to repurchase.
