SMillennials are digital natives and one of the largest generations in history (even bigger than baby boomers!) and moving into their prime spending years.
Millennials have come of age in an era dominated by technological change and disruption, giving them a different set of behaviors and experiences than previous generations.
This digital affinity means they are willing to try new technology and sacrifice some privacy for a better service experience at a much higher rate.
So how do you prepare your customer service for millennials?
Sure, customers across all industries, countries, and generations are looking for customer service that is fast, easy, and personalized. But millennials in particular are looking for this type of 1:1 experience — and they're willing to pay more for it.
Here is a look at the following stats from the State of Global Customer Service report that will help you wrap your head around how millennials are currently changing customer service.
# Customer service expectations are changing rapidly: 67% percent of millennial consumers have higher expectations for customer service today than they had just one year ago.
# Personalization starts with knowing the customer: 78% of millennials expect a customer service agent to know their contact information, product information, and service history when they contact a brand for service.
# There's little room for error: 68% of millennials have stopped doing business with a brand due to a single poor customer service experience.
# Millennials avoid picking up the phone: 89% of millennials have used a search engine to find the answer to their customer service question before calling customer service and 84% have used a self-service portal.
# It's time to get social: 52% of millennials have used social media to ask a customer service question and nearly half (47%) have used social media to complain about a poor service experience.
Salesforce is a cloud based leading Customer Service Technology that companies are using to successfully adapt to the changing demographics of their customers.
Ready to find out if your customer service is ready for the next wave of tech-savvy consumers?
Till Next time!!!
Content derived from Emily Stanford, Salesforce