Detailed Study of Customer Support

How are customer needs changing today? What are their expectations from customer support teams?

Hiver surveyed 1200+ consumers in the US to arrive at detailed insights on their preferences, likes and dislikes.

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CX leaders weigh in on the top AI trends in support

Customers seek quick, frictionless solutions. Provide the right answer the first time, save their time, and deliver a smooth experience—whether through humans or AI—to build lasting trust, confidence, and stronger relationships.

Shep Hyken

Customer Service/CX Expert and New York Times Bestselling Author

AI can analyze data, deliver personalized solutions, and create engaging, efficient interactions. Tailor AI to your customers’ needs and expectations to make them feel understood while achieving impactful results.

Flavio Martins

Customer Service and Customer Experience Expert

Transparency builds trust. When using AI, explain its purpose and benefits to set expectations, avoid disappointment, and ensure customers feel cared for-not exploited.

Dan Gingiss

Customer Experience Keynote Speaker and Author

Social media offers fast learning but requires caution with sources. Training courses are reliable yet can quickly date with AI’s rapid growth. A balanced mix of both is the smartest approach.