Why This Report Matters
Zendesk surveyed thousands of people around the world to find out what’s working in customer service. The big takeaway? Companies that embrace AI are seeing major results:
- 70% of customers notice when companies use AI well (or don’t).
- Early adopters report 128% higher returns on their AI tools.
The gap between AI leaders (Trendsetters) and laggards (Traditionalists) is growing. If you want to stay competitive, now’s the time to act!
5 Big Trends for 2025
1. AI Tools Take the Lead
AI copilots and automated systems are making customer service faster and easier. They save agents time and help solve problems more efficiently.
How Premium Plus Can Help: We’ll help you add AI tools to your Zendesk setup, freeing your team to focus on what matters most.
We help you with implementing the right AI solutions in Zendesk, solving the right painpoints. We make your team more efficient and allow them to focus on what matters most: your customers.
2. AI That Feels Human
Customers want AI to be friendly, clear, and even a bit creative. Bots that feel “human” build trust and improve customer satisfaction.
How Premium Plus Can Help: We’ll fine-tune your AI to deliver fast, helpful answers while still make it feel personal and human to your customers.
3. Personal Assistants Are the Future
AI assistants like Siri and Alexa are becoming part of everyday life. Customers now expect businesses to offer similar tools to handle their needs.
How Premium Plus Can Help: We can guide you on creating assistant-like experiences within Zendesk. By optimising workflows and streamlining customer interactions, we’ll help you deliver fast, efficient support that feels effortless for your customers.
4. Talking to AI Is Getting Easier
Voice AI is improving, making it easier for customers to speak their needs rather than typing them. This technology helps customers feel heard and understood.
How Premium Plus Can Help: We can assist you in connecting a Voice AI solution to your Zendesk setup. We’ll help you deliver smoother, more intuitive communication experiences for your customers across all channels.
5. Personalisation Builds Loyalty
Customers love it when interactions feel tailored to them. AI helps businesses offer personalised service that keeps people coming back.
How Premium Plus Can Help: We’ll help you use AI to create tailored experiences, boosting customer loyalty and satisfaction. Drawing on best practices and insights from similar industries, while ensuring your approach fits your business with the right tone of voice and personality.
What Makes Premium Plus Different?
At Premium Plus, we’re proud to be Zendesk’s EMEA Partner of the Year, backed by over 10 years of experience in Zendesk, CX and Employee Services, AI integration, and platform optimisation. Whether you need support implementing Zendesk AI tools, optimising your current setup, managing migrations, or training your team, we’re here to make the process smooth and efficient. We are your one-stop shop for everything Zendesk.
Ready to Take the Next Step?
Want to learn more? Download the Zendesk CX Trends 2025 report to see how AI can transform your customer service.
Or let’s chat about how we can help you make these trends work for your business.
