Customer Service Trends 2025: PissedConsumer Survey

According to a recent survey by PissedConsumer, in 2025 consumers will expect more than just politeness from customer service; they will expect speed, transparency, and a personalized approach. Users increasingly report that they are willing to abandon a brand after a single negative experience, especially if the company is slow to respond to complaints.

Key trends identified in the survey:

Response within an hour — this has become the norm for most customers, especially in chat rooms and messengers.

Automation with a human touch — bots are acceptable, but only if they quickly transfer the request to a live operator.

Open and honest communication — users value companies that openly acknowledge mistakes and offer real solutions.

Omnichannel — consumers want to contact companies through a convenient channel, whether it be by phone, social media, email, or a mobile app.

Interestingly, many respondents note that a positive experience with customer support often leads to repeat purchases. This emphasizes that quality service is not just an add-on, but a strategic advantage.

Replies to This Discussion

Permalink Reply by Rease Wiese yesterday

Last week, I had an experience communicating with the support service of one online store and was pleasantly surprised by how quickly and effectively they helped me solve the problem. It made me think about how much the customer service industry has changed in recent years. When I found an article on https://help-center.pissedconsumer.com/customer-service-trends/ , it described in detail new methods of working with customers - from the introduction of chatbots to personalization of communication. It became clear to me that the modern client values efficiency and attention.

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