5 days ago
Four Customer Service Trends Every Business Leader Should Know
Michael Podolsky, Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their service.
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The world of commerce is in a constant state of change and evolution, with technological advancements revolutionizing how brands and consumers interact with breathtaking frequency. It would be unrealistic to think that customer expectations would not follow suit—increasing interconnection and access to information has given consumers greater insight into company practices and products and, with that, an impactful voice that companies need to pay attention to if they are to stay competitive in 2025 and beyond.
With the wind blowing more and more in a direction chosen by the consumer, wouldn't it be wise to listen to what they have to say? As I'll get into later, multiple surveys asking for consumers' feedback show just how rapidly consumer preferences are changing—and some reports investigate current consumer experiences with customer support, providing a look into the challenges and opportunities brands face in the race to stay not only relevant but top tier.
So, what can we learn from this consumer feedback and customer service data? What four customer service trends in 2025 will matter for businesses? Let's take a look:
What should be the basics of good customer service is an extremely common cause for complaint. According to my company's customer service trends report, 58.3% of respondents say that they have received no response whatsoever after reaching out to a company's customer support.
It makes me worry that so many businesses drop the ball here. This is not just a common courtesy; the absence of a response is a surefire way to alienate your customer base and send them straight to competitors.
A simple acknowledgment does a lot of good work here, but it needs to lead to something more.
According to a study commissioned by Forbes Advisor, 48% of consumers say they would spend extra in return for dependable, high-quality customer support—I think this fact alone should be sufficient inspiration to improve customer service.
Of course, the quality of customer support is not just measured by manner; outcomes are just as important. I believe that whether a customer's problem was actually fixed will be a stronger determinant of the customer's perception of your company than how polite your customer service was when failing to propose a satisfactory solution.
Proper staff training is the answer here. A confident, knowledgeable customer service agent given the freedom to act on their own initiative can propose immediate steps toward a resolution or even fully solve the customer's issue on the spot.
Generative AI has transformed how consumers search and interact online. Granted, the efficiencies of AI integration have benefited both sides of the customer service coin in numerous ways. Yet, feedback tells us that consumers remain ambivalent.
A recent survey from Euromonitor International found that around 25% of consumers believe fitting product recommendations to be the main advantage of AI in the customer journey. When it comes to troubleshooting and customer service, many customers would still rather explain their issue to a human ear, with almost 65% of respondents in my company's survey sharing that they prefer to contact a brand via phone or email.
Now, this isn't necessarily a drawback from the business perspective, as our survey respondents note that a phone call to customer service usually results in a resolution of their issue on the same day. Furthermore, the convenience of email gives space for both sides to consider and compose a response. However, again, many customers still complain that they receive no reply whatsoever after sending an email.
The lesson here is that chatbots and AI features should be used to supplement trained call center staff—as an enhancement, not a wholesale replacement.
Disgruntled customers can be so irritated by what they perceive as poor handling of their case that they will go out of their way to make sure that others don't find themselves in a similar situation.
In fact, research commissioned by Khoros with Forrester Reporting found that 65% of customers have switched to another company because of bad customer service. Needless to say, these individuals will not only abandon a company, but they'll have the potential to cause significant collateral damage, too, if they pen a scathing review of a brand.
Brands that put an effort into cultivating an excellent customer experience typically pay close attention to their online reviews and customer service insights, proactively engage with their online criticism and, crucially, train their customer service staff to a level that equips them with the means to properly address customer concerns.
What do I think is the key practical takeaway from these customer service statistics? Good customer service is built on connecting with the customer. While the marginal to superlative gains offered by emerging tech and tools are absolutely worthy, they only get real results if supported by an ethos that is learning focused and customer-centric.
Put simply, invest in understanding what your customers want and delivering it. Ensure your customer service is available where the customer wants it, engage with them promptly and empower your customer service operation with the knowledge and capability (human and automated) to provide smooth, stress-free customer service solutions.
Forbes Business Council is the foremost growth and networking organization for business owners and leaders. Do I qualify?
