The Gist
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Customers still want to speak to a human. AI efficiencies aside, phone and email remain the preferred methods of contacting customer service.
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Rapid response is necessary, but so is a resolution. Businesses need to unify efficiency and satisfactory outcomes to please their customers.
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People and technology in unison. Automation can compact workloads, yet over-reliance should be avoided in favor of a supplementary approach.
Customer service will always be a critical part of the customer experience. It impacts customer loyalty, trust, and brand reputation. However, contact centers, the mainstays of customer-to-company interaction, are now facing profound questions about their future. These questions are driven by expanding customer expectations, rapid technological change, and economy-wide transformations.
Observing these changes has reinforced my belief that the core of customer service is creating a positive and memorable experience for the customer. Taking some of today’s customer service trends as an example, let’s consider what today’s customer wants and look at how businesses can adapt.
Table of Contents
Customer Service Trends Reveal What Customers Expect and What Frustrates Them
The demands on contemporary call centers have evolved significantly. It’s no longer just about quick answers and readily available resolutions. Today, the entirety of the service experience matters—everything from the first contact to the final resolution affects customer perception. A misstep at any point can jeopardize the whole experience.
According to PissedConsumer’s 2025 Customer Service Trends report, a staggering 58% of consumers reported receiving no response after contacting customer service teams. This is a glaring issue that indicates a failure right from the first interaction. Furthermore, only 26% of issues reported get resolved satisfactorily, leaving a notable three-quarters of customers in the lurch. This gap is detrimental to customer experience and can lead to a loss of trust.
The consequence of inadequate service is pronounced. Another study found that 63% of customers would consider taking their business to a rival company after just one poor customer service experience, which marked a 9% rise from the previous year. Even minor slips can translate into significant business losses.
Related Article: What Causes Customer Rage Today?
Why Phone Support Still Leads Customer Choice
Despite advancements in technology, a large number of consumers still prefer the traditional methods of phone calls and emails for customer support. According to Statista, 65% of customers prioritize contacting customer service by phone.
The preference for phone support can be attributed to the desire for human interaction. While self-service options might provide quick solutions, many customers see them as obstacles rather than facilitators in resolving their queries. It is often comforting to speak with a person who can empathize and properly address their concerns—especially in emotionally charged situations.
However, just having representatives available isn’t enough. Companies need highly skilled agents who can handle inquiries effectively and with empathy. Poor service experiences can leave a lasting negative impression on customers, emphasizing the need for well-trained personnel.
Using AI Without Losing the Human Touch
The landscape of customer service in 2025 shows a clear shift toward integrating AI into various aspects of business operations. Innovations such as chatbots and behavioral analysis tools have enabled customer service departments to alleviate common inquiries and streamline processes. However, there’s a caveat; as companies deploy AI, it’s crucial to consider customer feelings toward such advancements.
A recent Gartner survey revealed that 64% of consumers would rather companies not employ AI in customer service at all. This stark contrast indicates that while AI can enhance efficiency, it can also undermine the essence of personalized support when overused.
Triage, Test, Entrust: A Balanced Customer Service Strategy
This blended model uses AI and human agents together to match the right channel to the right task—improving both efficiency and customer experience.
| Step | Primary Function | Best Used For | Why It Matters |
|---|---|---|---|
| Triage | Automatically handle simple, routine tasks | FAQs, refund status, order tracking, password resets | Frees up human agents by resolving high-volume, low-complexity requests quickly |
| Test | Use AI to assess tone, complexity, and urgency | Ambiguous questions, emotional callers, unclear intent | Ensures sensitive or complex cases are flagged early and routed correctly |
| Entrust | Route to human agents for nuanced problem-solving | Escalations, VIP concerns, multi-step resolutions | Lets agents focus on high-value interactions where empathy and judgment are critical |
Related Article: Reinventing Digital Experience Design: Core Skills for the Human AI Era
What Emerging Customer Service Trends Mean for Businesses
Current customer service trends highlight the urgent need for businesses to provide exceptional experiences at all touchpoints. Feedback from customers indicates that a reactive or dismissive approach can erode trust, making it essential to offer holistic support focused on enhancing the customer experience. This approach can lead to lasting customer relationships and positive word-of-mouth referrals.
Integrating technology in a way that empowers contact center agents enables them to provide quality service while ensuring operational efficiency. This not only optimizes customer interactions but also significantly boosts brand reputation.
Success lies in refining the foundational aspects of customer service while remaining responsive to emerging trends and technologies. This involves leveraging customer service data, actively listening to customer feedback, and adapting accordingly.