A customer reaches out through your website’s live chat with a simple question. Hours later, they follow up via email. The next day, still waiting for a clear answer, they call your support line.
By this point, they’ve used three channels and repeated their issue to three separate agents.
They’re not alone: 56% of customers say they have to repeat themselves during support interactions. With no shared context or continuity, frustration builds.
Omnichannel customer service is designed to fix this.
In this blog post, we break down the key stats behind the shift to connected support and why businesses can’t afford to ignore it. Let’s begin!
Why omnichannel customer service matters in 2025
Omnichannel customer service helps businesses respond faster, reduce pressure on agents, and keep track of customer issues without starting over each time. It also helps teams spot problems early, identify trends, and improve service quality.
When support systems aren’t connected, these opportunities are harder to spot, and customers notice the difference.
That’s why consistency matters. Research shows that 24% of customers would stop buying from a brand after just one bad experience.
25 trends in omnichannel customer service
These omnichannel customer service statistics and trends reveal what’s shaping the future of connected, seamless experiences in 2025 and beyond.
Customer expectations and satisfaction
When people contact support, they want one thing: to get help without any extra hassle. That means quick answers, fewer handoffs, and not having to jump through hoops.
Omnichannel customer service delivers exactly that with a clear impact on customer satisfaction:
- 45% of firms saw better customer engagement, 35% retained more customers, and 35% reported improved customer loyalty due to omnichannel engagement. Furthermore, 46% of respondents noted a rise in customer lifetime value (CLV). (Forrester)
- 70% of customers globally prefer brands that provide service across multiple channels. (Freshworks)
- Digitizing customer service, notably through proactive omnichannel interactions, can enhance customer satisfaction by 33% while cutting costs by 25-35%. (Odondo)
- Most consumers now switch between at least three channels during a single purchase journey. Even though 75% expect a smooth experience across all of them, only 25% feel that retailers meet that expectation. This gap matters because customers who interact across multiple channels are at least 1.25 times more valuable than those who stick to just one. (McKinsey)
- Customers who switch between two or more channels to solve the same issue report much higher satisfaction when the experience is seamless. Customer satisfaction (CSAT) reaches 67% with smooth omnichannel support, compared to just 28% for disconnected multichannel support, the lowest among all support experiences. (SQM Group)
- 73% of customers believe companies should inherently understand their expectations, and 62% expect businesses to proactively anticipate their needs. (Salesforce)
- Four in five companies have implemented a channel steering strategy. Among these, 36% have successfully deflected calls to other channels. This overall approach leads to smoother customer experiences and more efficient issue resolution. (Deloitte Digital)
Efficiency across omnichannel operations
Support teams often lose time moving between disconnected tools like email, chat, and phone systems. This creates delays, forces customers to repeat themselves, and drives up service costs.
Omnichannel service brings everything into one view. Agents can handle requests faster, track previous conversations, and avoid doing the same work twice.
Here’s what that looks like with real numbers:
- Companies utilizing an integrated omnichannel solution experience a 31% reduction in first-resolution times and a 39% decrease in customer wait times compared to those operating in silos. (Zendesk)
- Companies that adopt omnichannel strategies reduce service delivery costs by 3-7%. (McKinsey)
- A study found that 36% of respondents experienced improved operational efficiency through omnichannel engagement. Additionally, 25% reported both increased revenue and reduced costs. (Forrester)
- Customers who receive high-quality omnichannel experiences are 3.6x more likely to make additional purchases, driving more cross-sell and upsell opportunities. At the same time, better experiences lower the cost to serve, allowing companies to focus on high-value customers who deliver over 1.6x higher lifetime value. (Deloitte Digital)
- One in three companies use omnichannel integration tools, resulting in a 9% reduction in cost per assisted contact. (Deloitte Digital)
- Most contact centers today use routing tools for agent-assisted chat (74%) and phone calls (51%), helping achieve a solid 76% agent occupancy rate. However, these single-channel tools fall short when it comes to efficiently routing customers across multiple channels or managing fluctuating contact volumes. To address this, 25% of contact centers have adopted dedicated omnichannel routing tools designed to optimize both speed and resource allocation. (Deloitte Digital)
Revenue and retention outcomes
When customers move across chat, email, and phone without starting over each time, they feel heard and valued. That sense of recognition strengthens trust, which naturally leads to deeper engagement and higher spending.
Here’s how that ripple effect plays out:
- Companies implementing omnichannel transformations see a 5-15% increase in total revenue. (McKinsey)
- In 2023, the global omnichannel customer service market was valued at approximately USD 14.2 billion. Projections indicate that the market will expand to USD 35.6 billion by 2032, achieving a compound annual growth rate (CAGR) of 10.8% throughout the forecast period. (Dataintelo)
- Nike has invested in omnichannel improvements, pushing e-commerce sales to over 30% of its business, with a goal of reaching 50%. (McKinsey)
- Companies with strong omnichannel engagement see a 9.5% increase in annual revenue. (Brand Equity)
Omnichannel results across key industries
Omnichannel customer service doesn’t look the same for every industry.
Nevertheless, it’s helping businesses across sectors like retail, banking, and insurance deliver faster support, meet growing expectations, and boost loyalty.
Here’s what it looks like:
- A fashion company saw a 10x increase in mobile app downloads and a 5x boost in mobile revenue within a year of implementing an omnichannel strategy. (Bain & Company)
- One retail company adopted an omnichannel strategy and achieved a significant 54% increase in its net promoter score (NPS), which reflects how loyal its customer base is. (Medallia)
- A report from the financial services industry shows that implementing a centralized customer experience data hub (a key component of omnichannel customer service) can reduce call handling times from five minutes to just two to three minutes. (Capgemini)
- In the insurance industry, 70% of customers expect a multichannel experience, but less than 40% of insurers said that their digital channels were robust enough to help customers switch channels seamlessly during their purchase journey. (Capgemini)
Read more: Omnichannel vs. Multichannel Customer Service: Key Differences Explained
Barriers and emerging trends
Omnichannel customer service is evolving, but not without growing pains. Many companies are still trying to connect the dots between systems, teams, and channels. At the same time, customer habits are shifting fast, often outpacing how businesses respond.
Here's how those changes are starting to show up in the data:
- Between 2022 and 2023, video support dropped from 0.6% to 0.4%, and email declined from 17.8% to 16.5%. In contrast, quicker channels saw growth — SMS rose from 1.3% to 1.6%, social media from 2.8% to 3%, and live chat from 7% to 7.2%. This shift signals a growing customer preference for faster, more convenient support options. (Deloitte Digital)
- Only 13% of companies report that customer data, history, and context carry over fully across interactions and channels. This shows that most businesses still struggle to deliver seamless experiences, forcing customers to repeat themselves and slowing down issue resolution. (Deloitte Digital)
- By 2028, 30% of Fortune 500 companies are expected to consolidate customer service into a single, AI-powered channel, moving away from traditional multichannel support. (Gartner)
- A survey found that 45% of people turn to generative AI tools for quick answers instead of using official customer support channels. This shift impacts omnichannel strategy as customers are no longer sticking to brand-owned channels. To stay relevant, businesses need to rethink support by including third-party AI platforms as part of the overall customer journey. (Gartner)
How Plivo streamlines omnichannel support for better outcomes
Plivo is an all-in-one omnichannel customer service platform that helps you deploy AI agents, which can deliver faster answers, fewer handoffs, and smoother customer journeys across every channel.
But, Plivo’s AI Agents go beyond chatbots. It can engage in human-like conversations, understand intent, and guide customers from discovery to purchase. Whether it’s voice, WhatsApp, webchat, or SMS, they respond with consistent context and clarity across all channels.
For example, if you’re a retail business, Plivo’s AI Shopping Agent can help customers instantly find the right products, compare options, and check what’s in stock. Your customers get quick answers, and your team can focus on more important conversations.
Similarly, with Plivo, you can build AI Sales Agents to qualify leads, recover carts, book appointments, and suggest products. On top of that, each agent is fully customizable to match your brand’s voice and integrate with your product catalog, FAQs, and business rules.
Plus, with Plivo’s Unified Agent Desktop your support team can see conversations from every channel on one screen and can intervene when needed.
With built-in tools like live call barge-in, real-time coaching, and in-depth analytics, you’ll stay in control while your AI agents handle the workload.
If your business is ready to scale personalized service across channels, Plivo makes it possible. Get started for free today.
