ANSI Customer Service 2025 Overview

Whether you need help finding a standard, accessing a purchased document, or resolving a download issue, ANSI Customer Service is here to help. Supporting the ANSI Webstore, one of the largest collections of national and international standards (i.e., over 500,000 standards from more than 130 publishers), Customer Service provides fast, knowledgeable assistance. Here is a look at ANSI Customer Service highlights in 2025.

ANSI Customer Service by the Numbers

In 2025, ANSI Customer Service handled 36,453 customer interactions, including:

10,101 phone calls
21,953 emails
4,348 live chats

These interactions covered a wide range of topics, from ANSI general information, file open inquiries, password/registration inquiries, and excerpt requests.

Customer Service Activity Increased During December 2025

Customer demand remained especially strong during December 2025. Compared to December 2024, overall customer service activity increased by 13%. December trends included:

Phone calls increased by 13%
Live chats increased by 18%
Emails increased by 12%

Despite the higher call volume, the percentage of abandoned calls remained below 1% of total phone traffic.

Most Common Customer Support Requests

Several categories experienced notable increases in customer inquiries during December 2025. The largest increases included:

Download, DRM, and file opening inquiries: up 33%
Problems with orders: up 46%
Excerpt requests (i.e., requests for a limited excerpt/preview of a standard to help determine whether it meets your needs before purchasing, subject to the publisher’s copyright policies): up 24%

2025 Customer Service Performance Highlights

Although customer activity increased during the fourth quarter, overall customer service volume declined by 4% compared to 2024. Of all customer interactions during 2025, 62% were related to the ANSI Webstore and 38% involved ANSI general information and other customer service requests.

Customer Inquiry Trends in 2025

Comparing 2025 with 2024 reveals several shifts in the types of assistance customers requested.

Categories with Increased Activity

File Open Inquiries (i.e., questions about a standard directly from its product page if you need additional information before purchasing, such as clarification on the edition, publisher, scope, or availability): up 17%
Password and Registration Inquiries: up 10%
Excerpt Requests: up 9%

Categories with Decreased Activity

Accreditation and Certification Inquiries: down 30% (ANAB [ANSI National Accreditation Board] is a separate ANSI subsidiary that accredits organizations—such as certification bodies, testing laboratories, inspection bodies, and validation and verification bodies—to internationally recognized standards. Neither ANSI nor ANAB provide certification.)
Refer to Developer Requests (i.e.,questions or requests that are suited for the standards developer to handle directly, such as additional technical information or permissions): down 14%
Webstore Assistance: down 14%

These trends suggest that while customers increasingly needed technical assistance, improvements in webstore usability may have helped reduce the need for certain types of general assistance.