TomTicket, a Brazilian customer service and support platform, ends 2025 with positive results, driven by sustainable growth, operational maturity and brand strengthening in a market increasingly focused on efficiency and customer experience. Throughout the year, the company expanded its customer base and deepened its relationships with organizations seeking to structure and scale their service operations.
According to Karen Willers, Managing Partner of TomTicket, this performance reflects a strategy focused on continued product evolution and proximity to the market. “We are consolidating our position as a robust, flexible and reliable platform, supporting the transformation of the service into a strategic pillar of the company,” he says.
Key advancements in 2025 include evolving ticket management features, automations, workflows by organization, ticket actions, omnichannel integration and greater platform customization. The company has also invested in improving documentation, onboarding and support materials, increasing customer empowerment and reducing friction when adopting solutions.
The customer service sector has been impacted, in 2025, by the search for operational efficiency, cost reduction and channel centralization. The demand for strategic data, process automation and management reporting has increased, requiring solutions that can support business decisions, in addition to supporting operations.
In this context, TomTicket has moved forward in the adoption of intelligent automation and has structured its technological base to responsibly expand the use of artificial intelligence applied to customer service. The goal is to reduce manual tasks, speed up responses and support teams, maintaining a balance between technology and human interaction.
The company has also made relevant investments in infrastructure, information security, platform stability and compliance best practices. “The initiatives have ensured greater scalability, reliability and availability of services, keeping pace with customer growth and the demands of the digital environment,” underlines the executive.
Throughout the year, customers began to demand greater customization, integrations with external systems, and consultative support. “There has been a maturity in the use of the platform, with businesses exploring advanced resources to gain productivity, control and quality of service,” highlights Willers.
In terms of market, TomTicket has seen growth in sectors such as technology, services, education, healthcare, fintech and companies with distributed service structures, especially those managing a high volume of interactions and multiple channels.
For 2026, the company’s strategy is focused on expanding the use of artificial intelligence, evolving omnichannel, strengthening integrations and offering more advanced analytical resources. TomTicket seeks to support companies in consolidating customer service as a central element of their strategies, thus contributing to more efficient, organized and sustainable relationships between companies and customers.
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