So, what’s coming for the customer support space in 2025?
Well, digital customer communications cloud provider Sinch recently unveiled its top predictions for 2025. Backed by insights from powering 800+ billion interactions annually for more than 175,000 businesses, Sinch has used its transaction data to outline the key trends it believes will shape the future of how brands connect with their customers and create better experiences.
The highlights of the predictions are as follows:
More real-time transactions. Customers want faster answers, no matter where (or how) they reach out. To meet this demand, businesses will need to get creative by blending artificial intelligence (AI) for routine queries with live agents who can handle complex problems. In fact, the company predicts that "80% of enterprises will adopt conversational AI by 2025."
“Context-first” channel choices. Sinch notes that companies need to forget “SMS vs. email.” The future is about orchestrating a context-first strategy. Enterprises are shifting their focus from open rates and cost-per-message to creating seamless multichannel experiences tailored to geography, message urgency and customer preferences. Sophisticated decision engines and fallback strategies are critical to ensuring smooth communication across platforms, keeping customer experiences front and center.
Cultivating customer trust with security. As online scams and impersonation attacks rise, trust will be a cornerstone of customer communication in 2025. Businesses will need to step up visible security measures, such as verified messages and authenticated emails, to reassure customers. With Apple adopting RCS (Rich Communication Services) messaging and Gmail expanding BIMI support, verified brand logos will now appear alongside texts and emails, providing a game-changing way to build trust.
No more static notifications. In 2025, businesses will use RCS to transform updates into dynamic, interactive touchpoints that spark conversations and drive sales. Customers will be able to schedule deliveries, upgrade flights or make purchases directly within messages. By embedding these capabilities into routine updates, brands can turn everyday notifications into opportunities for deeper engagement and meaningful connections.
"These trends show that the future of customer communications will be faster, smarter, and more connected," said Robert Gerstmann, co-founder and Chief Evangelist at Sinch. "The businesses that adapt now will be the ones creating the experiences customers truly value."
Edited by
Alex Passett
