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. Download now to learn where expectations are rising and how your brand can keep up.

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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.