Trend 2. AI-powered customer support is on the rise

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d 1: Social media customer service continues to drive growth
Instead of limiting outreach to dedicated review channels, jamaica b2b leads many customers choose to communicate with brands the same way they communicate with friends and family– through social media. These blurred boundaries make social media customer service a solid way for brands to drive growth in 2025 and beyond.

Nearly three-quarters of online adults told Facebook they feel more connected with a business they can message directly. Further, 66% of online adults also reported they prefer to communicate with a business via social media messaging and are more likely to make a purchase if the option is available.

The 2025 Sprout Social Index™ revealed that consumers feel personalized customer service should be brands #1 social priority in 2025. A strong social media customer service strategy is vital to earning and keeping customers in 2025.

Implement this customer service trend into your strategy by setting up a customer service messaging protocol for your social media accounts. Prioritize quality responses, and be sure to personalize them, too. Take Domino’s Pizza, for example. They do a great job of fielding social media customer service queries in a personalized, professional manner.

Domino's Pizza fielding customer service queries on X, formerly known as Twitter.

Thanks to the recent generative AI surge, brands are using chatbots, virtual assistants and other automated tools to revolutionize customer service more than ever. Advancements in generative AI enable more natural, context-aware interactions and faster problem resolution, helping customer service teams handle a broader range of inquiries with greater accuracy and efficiency.