Customer service 2025: How companies can set new standards

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Customers expect excellent service — around the clock and across all channels. Companies that use automation, AI and intelligent routing in a targeted manner increase their efficiency and secure decisive competitive advantages.

Increasing customer expectations and the lack of skilled workers are putting companies under pressure: How can excellent service be offered without sacrificing internal processes? Customers expect quick feedback, service independent of time and location, and expert advice, while companies often find it difficult to meet these requirements. One Deloitte study from 2023 shows that for 85% of respondents, customer service plays a decisive role in choosing a provider.

In addition, customer expectations have changed significantly. Traditional availability during business hours is no longer enough — customers demand 24/7 support across various channels. This presents companies with immense challenges. Through automation and intelligent systems, companies can respond faster and more efficiently to customer needs.

Modern technologies as the key to transformation

Automating routine tasks is a key lever for optimizing customer service. Chatbots and AI-based voice assistants enable simple inquiries to be processed efficiently, for example to query contract information or update customer data — around the clock. This not only increases accessibility, but also allows employees to concentrate on complex and value-adding tasks. According to one Computer Week study in collaboration with UiPath 33% of companies cite higher customer satisfaction as the main driver for implementing automation technologies.

Another key element is real-time routing of telephony and writing: Intelligent systems immediately analyze incoming requests and forward them to the most suitable employee. While technical questions are delegated to specialists, standard inquiries can be answered directly by AI.

In addition, SLA management with dynamic prioritization ensures prioritized processing of all customer inquiries. As a result, companies reliably meet their SLAs, strengthen customer trust and measurably improve service quality.

Positive effects on business success

The implementation of modern technologies in customer service offers far-reaching advantages. Companies with optimised customer service secure long-term competitive advantages. One McKinsey study from 2024 shows that companies that invest specifically in improving customer satisfaction can achieve significant financial benefits. These include an increase in the cross-selling rate of 15 to 25% and an increase in the share of revenue per customer by 5 to 10%. In addition, automated processes reduce the workload of employees, increase their satisfaction and promote productivity.

The future: Proactive and data-driven customer service

The customer service of the future will be increasingly proactive and data-driven. With the help of AI and data analytics, companies can not only respond to inquiries, but also anticipate problems and solve them at an early stage. PwC emphasizes that the use of chatbots, AI-based consulting systems and intelligent analyses helps companies to increase customer satisfaction and work more efficiently at the same time. Companies that rely on digital and AI-based customer services gain a decisive competitive advantage.

Set the course for the customer service of the future now

Excellent customer service is not a question of large budgets — smaller, targeted measures are often enough. In the end-to-end processing of customer concerns, companies can achieve noticeable improvements through small optimizations along the process chain. The company, its employees and customers benefit equally from this.

Ready to prepare your business for the future of customer service? Use the potential of automation, intelligent routing, and data-based analytics to ensure long-term success.