How can you provide outstanding customer support to the new tech-savvy Millennials and their younger siblings, Generation Z?
According to the World Economic Forum, there are approximately 1.8 billion Millennials–that’s about 23% of the global population as of 2021. Recent data in 2022 show a 2 billion increase in their still growing population.
Both Millennials and Gen Z’s play a critical role in the marketing world, hence it is a must to pay attention to their customer experience.
For instance in the US, millennials comprise the largest demographic of digital purchasers.
Since these generations spend too much time on the internet, they also pay attention to giving feedback about their experience with your services and products. Social media has become an integral part of everyday life for millennials, who grew up amid the digital boom. As a result, it is crucial to provide first-rate customer service.
The power of their influence makes these generations even more significant. Also, before making a purchase, the majority of these new age buyers typically conduct research in-store, online, and seek product reviews.
In this article, let us discuss what do millennials want in customer service along with the factors to consider when handling customer support of both generations.
5 Factors to Consider in Handling Next-Gen Customers
Customer service representatives must be aware of how to communicate with customers of all ages to provide outstanding service. It is quite essential that they can handle each group’s specific needs.
But, when it comes to these generations, why is it important to know the proper approach? How can your customer service reps meet the expectations of next-gen customers?
Below are the factors to consider if you want to exceed millennials customer service expectations.
- Millennials are tech savvy.
Compared to past generations, millennials are a tech-savvy generation that does more research before making a buying decision. Thanks to the internet’s capability to connect people from all over the world, the younger population of buyers are more open to new ideas, making them more diversified and more adaptable. They want brands to deliver exceptional customer service by responding to their questions quickly and providing them with relevant information. It’s critical that you have some level of technical expertise to stay relevant in today’s internet environment.
- Millennials like to share.
Social media is a popular way for millennial customers to communicate with their friends and family about their daily lives, opinions, and hobbies. In fact, you may learn more about them by following them on social media. The fact that they are so open to public scrutiny is a huge warning sign for businesses, considering how people tend to post whenever they feel like it. There’s a good chance they’ll mention your company, too. It could have a significant impact on your company, and nothing could be scarier than a bad review spreading all over the Internet.
- Millennials are not willing to wait.
Hold time for customer support is becoming unnecessary and outdated, particularly for younger generations like millennials and generation z. If customers have a question about a product or simply want to report a technical issue, they expect an immediate response from the company. Also, it is preferable to have representatives available 24/7 to meet the requirements of customers beyond normal business hours.
- Millennials expect personalization.
Personalization is a must for every customer. Personalized customer service is an excellent way of letting customers know you care about them and what they want from your brand. It goes beyond satisfying customers’ wants and gives them a purpose other than your product and their appetite for patronizing your brand to do so. When a customer buys something from you, you want them to remember you for the rest of their lives. Additionally, millennials demand more personalized customer care, meaning you must find ways to incorporate it in your existing customer support operations.
- Millennials want seamless customer support.
Phone and email are still the most popular modes of communication for clients of all ages, regardless of generation. Just keep in mind that younger generations want to be able to begin a customer search online and continue it via live chat, social media, mobile, or even a phone call without having to re-state their issue. As a result, it is imperative that you provide a seamless customer experience.
3 Ways to Deliver Excellent Customer Service to Millennials and Gen Z
Millennials and customer service work hand in hand. SInce younger customers are increasingly anticipating that the companies they patronize will provide them with the very best products and services, businesses have a pressing obligation to give careful consideration to the implementation of their customer service strategies.
Let us give you some pointers on how you may continue to provide exceptional customer service, despite the shifting demands of newer generations of consumers.
Enable real-time support
Millennials are considered the busiest people. They are undoubtedly the hardest-working generation in the workforce right now. They expect quick and hassle-free interaction and resolution when they reach out to your customer support team. As such, real-time support from your organization would be ideal.
How can you achieve that? By implementing live chat support.
Live chat is quickly becoming one of the most popular methods for providing customer care because it enables real-time interaction. This tool allows for flexibility, simplicity, and quick response times, which younger generations desire.
Self-service is the key
Millennials are known for their independence and reliance on technology. When it comes to customer service, they choose self-service over phone or email. They are tech-savvy and expect to be allowed to follow their own path along with their personalized, tailored customer experience.
Customer self-service empowers your customers by giving them the ability to begin solving their own difficulties, rather than having to wait for one of your support personnel to pick up the phone to answer their call. In addition, when done appropriately, self-service provides an excellent opportunity to boost efficiency and cut costs while enhancing customer experience.
Provide multi-channel contact centers
Millennials no longer demand face-to-face communication or call-based support. They now want multi-channel support that caters to their needs whenever and wherever they are.
A multi-channel strategy ensures that you are always available to your customers. Customers’ preferences and buying patterns are shifting online as more outlets become available. They expect you to be on the internet whenever possible. It is a must if you want to keep up with the demands of both millennials and generationZ.
With that in mind, it is imperative that you provide multi-channel support, from traditional phone support to email, social media, live chat, and more.
There is no doubt that today’s millennial and Generation Z consumers wield significant influence and purchasing power in the marketplace. Genuine and attentive customer service is expected by customers in these generations. Despite their preference for self-service and innovative solutions, they nonetheless need a seamless experience in which they don’t have to repeatedly restate their difficulties.
By delivering great products and services, you can transform Millennial and Gen Z buyers into long-term customers. To wrap it up, what do millennials and Gen Z care about when it comes to customer support? Simply, they appreciate a simple, honest, and hassle-free experience. If your company wants to win over the most influential customers, consider the criteria and tips for effective customer service we’ve enumerated above.