Millennials are large and in charge.
Millennials are set to pass the Baby Boomer generation in purchasing power as consumers and decision-makers within the business world. The millennial generation is entirely different than any other generation, having grown up with technology at their fingertips. This constant presence of technology has triggered an evolution of the customer service approach taken by businesses today.
The customer experience is now a social experience.
Baby boomers were content to wait until a good time and dial into a customer service line to talk to someone. The problem is Millennials have grown up with devices that blend shopping, entertainment, and education into one. It’s no surprise that the lines have become blurred. Across every platform, the millennial generation is sharing their good and bad experiences with hundreds, even thousands, of people at a time.
Millennials want a quick, painless experience.
This behavior should be considered by businesses when designing a customer service experience. Millennials do not want to talk to someone when they have a complaint or issue. Most will not wait on hold for long periods of time either. Many will make every effort to solve the issue themselves before dialing a customer service line. As customers, they want the right solution and they want it quickly. Expect them to also share good and bad experiences they have had with companies.
Omni-channel customer service is the solution.
Millennials want to be able to interact with a business in whatever manner is most convenient for them at the time they need it. Masters of multi-tasking, they may be sending an email while waiting in line at the grocery store. Some may be live chatting while getting ready for work. The point is, no one likes to wait for answers to their questions—least of all millennials.
To do well with Millennials, businesses must answer their questions, solve their problems, and offer a choice of channels to use. Gone are the days where phone support was enough. If your company is not providing e-mail, chat, and social media support, you may be alienating your millennial.
