Customer service in 2025 and beyond
Analysis and insights on the future of customer service from Freshworks’ SVP of product management
Editor’s note: The following column from Venki Subramanian, SVP of product management for CX at Freshworks, is adapted from the Freshworks 2025 Customer Service Benchmark Report.
The goals of customer service haven’t changed: fast resolutions, high-quality support, and effortless experiences, whenever and wherever customers need them. Yet for many teams, achieving this still feels like navigating a maze: fragmented tools, inefficient processes, lack of insights to improve them, and a constant pressure to do more with less.
At Freshworks, we believe the future of customer service should be radically different: clearer, faster, and easier to scale, without added complexity. Al is enabling these outcomes better than ever before, and here’s how we’re shaping that future:
An Al-powered workspace to support customers across channels
Customer service now spans chat, email, WhatsApp, Instagram, phone, and a whole host of social channels. We aim to bring Al to all these channels, automating the routine, assisting agents in real time, and keeping experiences consistent as volumes grow.
Read also: What defines success in AI-powered CX?
Al agents that act, not just answer
Customer service shouldn’t stop at information. Customers want outcomes: orders updated, passwords reset, bookings changed, and they want it done fast. That’s where
Freddy Al agents step in. They don’t just respond, they resolve. From simple tasks to triggering back-end workflows, Freddy elevates automated self-service. With upcoming updates, these Al agents will handle even more, allowing customer service teams to focus on what matters most: building deep connections with customers.
Al insights that spotlight what matters proactively
Customer service leaders have access to all the data, yet struggle with core questions: What’s working? Where are we falling short? What does my customer truly want? Freddy Al Insights turns noise into clarity. It highlights key trends and opportunities so teams can act faster, without digging through dashboards.
What support should look like in the years ahead:
Customers served outcomes, not wait times
Agents empowered by their tools, not burdened by them
Business insights surfaced before problems arise, not after
We believe in software that works as hard as your team, without the friction. Not more bloated tech. Not more tools to integrate. Just more impact. That’s what we mean by uncomplicated service software.
2025: The year customer service becomes a competitive advantage
2025 can be make or break for your customer service team. It’s time to set the right priorities, choose the best strategies, and win your customers’ hearts.
Top performing teams know that:
AI is no longer a nice-to-have. It’s the foundation of fast, scalable, efficient support.
Agentic AI is driving automated resolutions in real-time conversations, making frontline support smarter.
Modern support teams strike the right balance between responsiveness and resolution depth.
Read the full Freshworks 2025 Customer Service Benchmark Report.
