Report

2025 social customer care trends: What consumers expect now

Consumers today expect fast, personal service—especially on social. Based on insights from nearly 1,000 U.S. consumers, this report reveals how speed, empathy, and the right balance of AI and human support are shaping customer care in 2025.

Now featuring exclusive insights and recommendations from Blake Morgan — customer experience futurist and best-selling author — this report goes beyond the data to explore what the future of customer care really looks like. Blake shares her 4 WAYS framework, showing how creating a customer-centric mindset means deciding every day to put customers first—and offering four practical ways to make it happen.

Download now to discover where expectations are rising, how leading brands are responding, and Blake’s expert take on how to stay ahead.

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Key Takeaways

Same channels, very different customers

One size no longer fits all.

Customers may use the same social channels, but their expectations vary widely, from instant answers to thoughtful, personalized care. The report shows that brands must flex to meet both ends of the spectrum.

AI + human = the winning formula.

While consumers are open to AI for speed, Blake Morgan emphasizes the importance of empathy and judgment that only people can deliver. The future of customer care lies in blending both seamlessly.

Customer-centricity isn’t optional.

Blake’s 4 WAYS framework reveals how leading brands make the customer-first mindset a daily practice, turning consistency and care into a long-term differentiator.

Survey Results

Key customer service insights you can’t miss

Discover the data-backed trends reshaping customer service on social media. Here are just three standout insights you will find in this report:

67%

of consumers prefer to interact with a human over AI when seeking customer support on social media.

70%

of customers would leave a brand after just one or two poor customer experiences.

55%

of consumers prefer Facebook as a platform for customer service, but Instagram is quickly catching up.