Knowing your customer’s average age is huge in understanding which additional channels you should implement into your customer journey. Because Millennials are currently in the lead for the generation making up the largest part of the population, we’re showing what Millennials demand from organizations’ customer service strategies, and which technical applications are available to meet these demands. In addition, we’ll explore how to appeal to Millennials and Gen Z in your CX Tech Strategy, highlighting the specific preferences and expectations of these digitally-savvy generations. We’ll close by demonstrating how these strategies may also resonate with Generation Z, ensuring a comprehensive approach to engaging both generation customers.
Millennials surpassed Baby Boomers as the largest living adult generation in 2019, according to the U.S. Census Bureau. And as of July 2021, Millennials are still in the lead (27.7%), and their younger siblings, Gen Z (25.6%) aren’t far behind.
Millennials
Millennials were the first generation to grow-up in the age of real-time responses with the introduction of AOL instant messenger in 1997 and the widespread adoption of smartphones in the 2000s. As a result, they expect this from the customer experience that organizations provide. Consider:
- 63% of millennials begin their customer service interactions online
- 79% of millennials are more inclined to buy from brands that have a mobile-responsive customer support portal
Millennials Demand Ease in Interacting with Brands
Reports of millennials in their younger years often characterized the generation as lazy or impatient; however, as this generation has aged, this has transitioned to a demand for accurate information from the channels they enjoy communicating on at the appropriate time.
- Utilizing natural language bots such as virtual agents and chat bots can significantly improve convenience for a wide range of time
Self-service is evident among the younger generation
Millennials prefer to solve customer service problems themselves if the technology from the organization is available, instead of waiting for a live person.
- Millennials are tech savvy and value their time, so implementing virtual agents or self-help web platforms meet them where and when they want
Millennials want personalized interactions
This generation expects your organization to have the background knowledge of their service at any point they interact with your brand.
- Utilizing technologies like intelligent CRMs or full integrated contact centers that quickly provide agents with a full picture of the customer before the interaction begins
Millennials want multi-channel customer service
We know that 63% of Millennials will begin a customer service journey online utilizing social media, live chat or text before trying to reach a live agent on the phone. When they do, they’ll demand a seamless experience and often feel frustrated if they don’t feel their expectations are being met.
Plus, 60% percent of Millennials state they have used social media for customer service, a channel that had a 110% increase in consumers who identified it as their preferred channel for customer service.
- Have multiple useful, self-service channels available to solve the majority of issues, so front-line agents are tied up solving these issues.
Gen Z
Over the last 10-15 years, organizations have been studying and implementing new processes to entice Millennial customers; however, the next generation is quickly making up more of the workforce and general population, so organizations need to begin focusing more attention on their Gen Z consumers. To successfully appeal to both in your CX tech strategy, it is crucial to understand their unique preferences and characteristics.
While Millennials grew up with the introduction of real-time response innovations, Gen Z cannot remember a time when smartphones, tablets, and other digital products weren’t available for a constantly digitally connected world. This means that your CX tech strategy should embrace digital channels and prioritize convenience, just like with Millennials. However, it is important to note that Gen Z, having grown up with more cyber security risks, fake news, and online bullying, tends to be more cautious with their information and shares less than Millennials.
To effectively cater to Gen Z, your CX tech strategy should take into account their concerns about privacy and security. Incorporating robust security measures and transparent data practices will help build trust with this generation.
Leveraging technology is vital to address fake news and online bullying, fostering a safe digital environment for Gen Z. Incorporating personalized self-service options, intuitive digital interfaces, and seamless omnichannel experiences boosts the appeal of your CX tech strategy for Millennials and Gen Z. Stay updated on digital trends, adapt your approach, and engage these valuable consumer segments in the evolving landscape.
How to keep up with Millennials and Gen Z in your CX Tech Strategy:
- Include digital service channels (live chat, mobile apps, SMS, etc.) as part of your customer service strategy
- Utilize social messaging (Facebook Messenger, Instagram DMs, etc.) to meet consumers need for social media interaction
- Use chatbots that answer FAQ style questions, with seamless transition to a live person when needed
- Have virtual agents that let customers ask question in natural language for self-service options
- Give the ability to reach a live agent when needed
