Contact Center Pipeline September 2025 | Page 24

SAME OLD FRUSTRATIONS REMAIN

Despite a wide selection of communications channels, less than half( 42 %) of consumers are“ very satisfied” when communicating with businesses, the same as the year prior. Common frustrations once again include:

• Long wait times to speak to an agent( 65 %, up from 63 % in 2024).

• Contacting customer service multiple times( 65 %, up from 63 % in 2024).

• Describing an issue to multiple agents / being transferred multiple times( 63 %, up from 61 % in 2024).

These frustrations can be detrimental to a brand and its relationship with customers, as three-quarters( 75 %) say they are likely to take their business elsewhere following a bad experience( up from 74 % in 2024).

With the stakes already high in maintaining customer share, brands can’ t afford to allow these frustrations to continue. Especially as nearly half( 48 %) of consumers only need one to two bad experiences before moving on( up from 46 % in 2024).

OPTIMISTIC CONSUMERS WANT OPTIONS

Despite these ongoing frustrations, there is some optimism among consumers. Two in five( about 40 %, remaining flat from 2024) feel customer service and support has improved.

Consumers cited faster resolution( 57 %), ease of contacting support( 55 %), and better information available through messaging( 51 %) as positive points in this year’ s report.

24 CONTACT CENTER PIPELINE

FIGURE 1

But consumers have many options to choose from when communicating with family and friends, from social media to voice to messaging apps, and they expect this same flexibility with their brand communications.

In the past year, three-quarters( 75 %) of consumers say they’ ve had multi-channel communications with businesses, discussing the same topic over several communications channels. What’ s key here is that brands ensure these conversations remain seamless across varied channels, limiting the need for consumers to repeat information and risk frustration.

For brands to maintain consumer relationships, must-haves include( See FIGURE 1):

• Access to live customer service( 64 %).

• The ability for customer service callback( 52 %).

• Offering multiple platforms( 49 %).

• 24 / 7 customer service( 48 %).

• The availability of virtual agents( 34 %).

SEEING THE VALUE IN AI-POWERED SUPPORT

As brands consider the power of AI in improving CX, consumers appear open to the technology in aiding customer communication, especially if it results in overall better CX. In fact, two-thirds( 66 %) would be likely to use AI-powered support if it meant faster response / shorter wait times.

When asked about the most useful applications of AI-powered CX support, consumers noted resolving simple issues( 54 %) and answering FAQs( 50 %) as top responses. This might include login issues, password resets, reservation bookings, etc.

AI technology can also be particularly powerful in delivering support throughout the customer journey, as nearly three-quarters( 72 %) of consumers say they are more likely to make a purchase online if they can ask questions in real-time.

When it comes to their preferences for future AI-powered support, consumers would like to see brands implement that which:

• Leads to proactive issue resolution( 47 %).

SOURCE: VONAGE