Typewise’s 2025 Holiday Support Surge Report
Holiday support isn’t just busier, it’s fundamentally different for customer service teams.
Typewise analyzed 10 million+ customer service interactions across eight countries and eight industries to uncover how agent behavior, writing patterns, support channels, and efficiency break down under peak-season pressure and ways AI can potentially alleviate these challenges.
In this first-of-its-kind report, you'll learn:
Sessions Surge
Customer service representatives typically handle 22% more sessions during the holiday shopping period.
Delivery Status
Over one-fourth of all customer interactions during the holidays revolve around delivery status.
Thinking Time Shrinks
Agents spend 13% less time thinking and 8% more time typing during peak holiday weeks.
Snippet Usage Falls
The use of predefined responses drops by 27% as agents shift to manual replies.
Typing Errors Spike
Typing errors rise sharply during the holidays — agents typed “thans” 112,456 times this year.
AI Predicts Nearly Half
AI can accurately predict nearly half of all customer service written responses.
Peak season exposes hidden inefficiencies that go unseen the rest of the year. This report breaks them down and shows where support leaders can reclaim time, quality, and customer satisfaction this holiday season and as we head into 2026!
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