It doesn’t matter what type of company you run—whether it's an IT corporation or a family-run toy manufacturer. If your support team doesn't respond promptly or resolve customer issues, customers will turn to your competitors. This results in a loss of both reputation and profit.

The good news is that building an effective support team is easier and more affordable than it seems. Modern tools allow you to handle customer inquiries quickly and efficiently with minimal staff.

In this article, we highlight the main trends in customer service and explain what support should look like in 2025 to keep customers satisfied, loyal, and recommending your brand to others.

Business Without Quality Customer Support is Money Wasted#

No matter the size or type of your company—whether it's a tech giant or a small family-run toy business—if your support team fails to respond quickly and resolve issues, customers will seek help elsewhere, resulting in a loss of both reputation and profit.

Luckily, building an efficient support team is more attainable and affordable than you might think. With modern tools, you can handle customer inquiries swiftly and effectively with minimal resources.

This article explores the key trends in customer service and outlines the future of support in 2025 to ensure customer satisfaction, loyalty, and recommendations.

Fast Response: Users Expect Instant Answers#

Customers reach out to support because they want immediate solutions. According to HubSpot, 90% of users expect an immediate response from customer support, and Jivo’s research shows that 52% of visitors leave a website if their query goes unanswered for more than 3 minutes.

While it’s not always possible for a manager to respond instantly—whether due to other conversations or being offline—modern technologies can either replace humans on the first line of support or assist managers in handling requests faster.

1. Chatbots: Provide instant responses, 24/7—whether it’s nighttime, holiday hours, or peak periods. They reduce the workload on operators by addressing standard questions about payments, delivery, and product availability. When necessary, they escalate the issue to a human manager, and during off-hours, they collect customer contact details for follow-up later.

Read more about chatbot capabilities.

2. AI Solutions: Jivo’s AI assistant can quickly generate accurate responses, assist managers in crafting messages with the right tone, and fix grammatical errors.

Learn more about the AI assistant and try its features.

3. Response Templates: Save time by using pre-made templates for common customer queries. In Jivo, you can create message templates that are easily accessible during conversations. The support team can quickly adapt and send them.

Jivo also automatically suggests previous responses when a manager starts typing, based on past conversations.

Optimized to Avoid Wasting Resources on Hiring Employees#

AI helps reduce the need for a large team by taking over certain support functions. According to IBM, AI capabilities can reduce support team costs by 30%.

For example, Jivo’s AI assistant can:

1. Automatically answer customer questions: Based on company information, the assistant generates responses that only need minimal verification from a manager. According to Jivo’s latest research, about 28% of the assistant’s responses require no edits, and that number continues to rise.

2. Formulate detailed responses in the correct tone: Managers don’t need to spend time drafting messages in a formal or friendly tone—the AI can handle this.

3. Correct errors in messages: AI automatically checks spelling, punctuation, and grammar, ensuring that messages are error-free.

4. Record customer agreements: The assistant saves key details of the conversation, allowing any operator to quickly review previous agreements.

5. Analyze customer sentiment: The AI identifies whether a customer’s tone is negative, positive, or neutral, helping you gauge customer satisfaction and improve manager performance.

6. Identify frequent customer issues: The AI generates a summary of common problems and inquiries, providing insights into what needs to be improved in your products or services.

AI significantly reduces the time spent on customer inquiries, allowing employees to accomplish tasks faster and with a smaller team.

Omnichannel Support: Let Users Reach You by Any Method#

According to Salesforce research, customers use an average of 8 different channels to interact with businesses. Additionally, 64% of customers are more likely to buy from companies that respond on their preferred communication channels.

Omnichannel support is no longer a trend—it's a necessity for companies that want to boost sales. It involves integrating all communication channels into a single system.

In Jivo, you can connect multiple communication channels to your website, allowing users to choose their preferred method: chat, messaging apps, social media, calls, or email.

Here’s an example of a company benefiting from omnichannel support:

The "Family Doctor" clinic network increased patient engagement and sales by adding WhatsApp, live chat, callback requests, and social media interactions.

As a result, the clinic saw:

• A 50% increase in dialogues.
• A 154% increase in callback requests over two years.
• 932 inquiries via social media.

Thus, omnichannel support helped the clinic connect with its audience and significantly increase inquiries.

Convenient and Personalized: Making Users Feel Special#

Research by McKinsey & Company shows that 71% of consumers expect personalized service, and 76% are disappointed when it’s not provided.

What does personalization mean in practice? Here are examples of good and bad personalization:

Bad: A customer contacts support multiple times about a mattress but is asked to provide their details each time. This wastes time and frustrates the customer, who then cancels the purchase and chooses a competitor.

Good: The customer contacts support for the third time, and the operator immediately sees the previous interactions, including past questions and preferences. This shows the customer that the company values them and saves time, leading to a successful purchase.

To personalize communication, consider the following tips:

1. Set tasks in the CRM system. In Jivo, conversations are saved, and support managers can create tasks for follow-up or to track customer requests.

2. Personalize the website chat for different user segments. Display customized messages based on user behavior. This shows you understand their needs and can offer relevant assistance.

3. Use quick buttons and chatbot blocks for faster navigation. These features make conversations smoother and prevent customers from feeling lost in lengthy options.

Support 24/7: Because No One Wants to Wait#

Response time is critical. In 2025, customers who write late at night or on weekends don’t want to wait until Monday for a response. Many businesses, especially in e-commerce, are already offering 24/7 support. According to Jivo’s research, 54% of users consider 24/7 support an important factor when choosing a company, and 78% prefer to reach out at night if possible.

1. Live chat at any time: If your team isn’t available 24/7, a chatbot can handle customer inquiries by collecting contact details and passing them to a manager in the morning.

2. Callback requests and WhatsApp: Some customers prefer scheduling a callback over waiting for an answer. This can be facilitated through callback forms or messenger links.

3. Social media: Social networks allow businesses to stay connected with customers around the clock. Chatbots can answer queries or collect lead information on these platforms.

Conclusion: Customer Support in 2025 is Essential for Business Success#

Customer support has evolved into a powerful tool for businesses to increase sales and build lasting relationships with their audience. By implementing new technologies—AI, chatbots, omnichannel support, and personalized communication—you can build a support system that not only resolves issues but fosters a loyal customer base.

Your goal should be to ensure that customers never feel neglected, regardless of the time, issue, or channel they choose. With the right approach and tools, customer support will no longer be a challenge, and your company will thrive in the competitive market.