The future of customer service for SMEs: How AI and automation can make the difference

Customer service has always been a decisive competitive factor for companies, and small and medium-sized enterprises (SMEs) in particular have a major advantage here: they can often build a close relationship with their customers through personalised service and tailored experiences - a strength that large companies often struggle to offer. But how can SMEs improve their customer service even further in 2025? In a recent study conducted by Capterra in May 2024, 2,307 companies were asked about the most important trends in customer service for SMEs. It also analysed how the integration of AI and external service providers can increase customer satisfaction and efficiency.

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Trend 1: AI - A helpful tool, but no substitute for human service

The integration of artificial intelligence (AI) into customer service has increased significantly in recent years. According to the Customer Service Technology Survey 2024 by Capterra, AI offers advantages in many areas of customer service, for example in the automation of routine tasks or the analysis of data. However, humans are still irreplaceable when it comes to personalised interactions and complex problem solving. More than 60% of respondents worldwide believe that humans outperform AI when it comes to personalised interactions, sales support and problem solving.

What does this mean for SMEs? AI should not be seen as a replacement for human service, but as a tool that complements and facilitates the work of the team. AI-supported chatbots and automation can free employees from repetitive tasks so that they have more time for complex and individual concerns.

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How LoyJoy helps to combine the strengths of AI and human service

LoyJoy offers SMEs a Conversational AI platform that makes it possible to integrate AI into customer service in a targeted manner. Our chatbots can efficiently answer routine questions and automate simple requests - leaving the service team more time for the truly personal interactions. Thanks to the live chat module, our system enables a seamless transition to a human employee as soon as complex or individual enquiries arise. Enquiries can be answered asynchronously so that the live chat does not have to be constantly manned by employees and at the same time there is enough time to process the enquiries. This means that with LoyJoy, you are not relying on an exchange between man and machine, but on perfect collaboration that combines the best of both worlds

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Trend 2: AI-supported tools increase customer satisfaction

The study by Capterra shows that companies that use AI tools in customer service report higher customer satisfaction. Around 68% of companies that rely on AI report improved customer satisfaction over the last two years. It is clear that AI not only increases efficiency, but also noticeably improves service when used correctly.

According to research by Gartner in the customer service sector, there are clear indications of which AI-supported technologies deliver the greatest added value. Gartner surveyed 180 customer service and support executives and identified two areas in which AI currently offers high added value:

High added value through AI:

1. Virtual customer service employees (chatbots) 73% of companies that use Gen AI-based chatbots state that they offer them high or very high added value. In comparison, only 50% of companies that use traditional chatbots say that they offer such added value. The difference lies in flexibility: Gen AI enables chatbots to better recognise customer needs, respond appropriately and formulate personalised responses in natural language. **LoyJoy offers exactly this flexibility: our chatbots with integrated generative AI can respond to individual customer needs so that interactions remain authentic and relevant.

2. Case management Case managementAI-supported case management enables greater automation of manual tasks that often have to be performed by employees in conventional systems. LoyJoy supports companies in case management by enabling seamless communication via chat. Through the use of GenAI and process automation, customer enquiries can be processed on a case-by-case basis. This improves service efficiency and increases customer satisfaction. Companies can easily model their processes and execute them as chat, resulting in higher personalisation and better conversion rates.

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Trend 3: External service providers - a cost-effective solution for increasing requirements

External service providers - a cost-effective solution for increasing requirementsAnother important trend is the increasing use of external service providers for customer service. Almost half of the companies surveyed worldwide plan to engage external providers for customer service in the coming years in order to cope with increasing demands.

Advantages of working with external providers:

• Specialisation: External providers have the expertise and technology to process customer enquiries efficiently.
• Cost efficiency: Outsourcing allows SMEs to save on technology and labour costs without compromising on quality.
• Flexibility: External providers can respond quickly to changes in service requirements without SMEs having to implement new systems or hire new staff.

LoyJoy offers an excellent solution for SMEs that want to work with external service providers. Our platform can be easily integrated into existing systems and enables external support teams to work efficiently while accessing all customer data and requests.

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Conclusion: The future of customer service for SMEs

The study clearly shows that success in customer service for SMEs in 2025 depends more than ever on the right combination of technology and human interaction. AI can automate routine tasks, personalise service and increase efficiency without replacing the personal contact required for complex enquiries and genuine customer loyalty.

LoyJoy supports SMEs in integrating AI into their customer service and thus improving the customer experience. Because one thing always remains the same: customers value personal service - and this can be further optimised, especially with innovative technologies and partners.

You can also read the entire study by Capterra here.

Have you already thought about an AI-supported solution for your customer service? Then let’s find out together how LoyJoy can help you to serve your customers even better.

— by Laura Knittel