Last year, Millennials became America’s largest living generation by overtaking the Baby Boomers. The news made the headline in the media and it became a popular subject. Yet, this event had an impact on more than just demographics. Businesses have oriented their actions towards understanding better the needs of this generation and how they can meet their expectations. Millennials represent an important part of companies’ customers and, for this reason, how companies respond to what they request is essential for delivering the best customer service.
In order to understand the millennial generation and its needs, it is essential that you get to know these people. Answers to questions like “What are their main characteristics?” or “What do they really want?” can really help you as a business. Here are a few characteristics of Millennials.
When speaking about multitasking, we refer to the ability to deal with several responsibilities or to perform different actions at the same time. They split their attention into multiple directions and they are easily distracted by external factors.
Millennials have grown up in a world dominated by the online medium and, particularly, by social media. They are permanently connected on platforms such as Facebook, Twitter, Instagram or Snapchat and they use them to interact with other people, to inform and entertain themselves. Also, they are open to new experiences and willing to try them.
The millennial generation is really accustomed to using smartphones, tablets and other gadgets. These items have become an important aspect of their lives and millennials are attracted by the innovations from the tech field.
This is an aspect that is very important in their lives. They expect to work in a flexible environment and to be able to have a work-life balance. Also, they want companies to understand these needs and to create the conditions for them to enjoy them.
Millennials have the need to know that what they are doing is right and important. Basically, they seek validation from others about the things they do. Moreover, they want to feel appreciated for the work they do and the results they bring.
Millennials are all about open and transparent relationships with their working colleagues, managers and employers. They do not want to be put in situations where they have to deal with unpleasant surprises and they are looking for people whom they can trust.
Having a general profile of a Millennial and understanding their needs, there are a few things that you as a business can do to offer them the best customer service.
Timing is everything in customer service and Millennials consider it as being essential for delivering a pleasant experience. Studies have shown that almost 25% of Millennials expect to receive an answer within 10 minutes after they have contacted customer service via social media. Also, 30% of them expect that same speed response when they ask a question by texting.
Companies need to work on offering Millennials customer service that meet their expectations. Support chatbots are an option in this situation. They are available 24 hours a day, 7 days a week and can help them with their queries.
Research pointed out several times that people prefer to use self-service support instead of other methods. According to The Real Self-Service Economy report, 40% of customers would prefer self-service support instead of contacting a customer support representative. In addition, 70% expect to find a self-service application on the website of a company.
Millennials are expecting to find FAQ sections or to have access to forums where they can find the information they are looking for.
Millennials would avoid contacting customer support, but how far would they go? 34% of them would have their teeth cleaned, 32% would go shopping on Christmas Eve and 26% would go to the DMV. It seems that Millennials would hardly make a call to ask a question about a product or a service. For this reason, businesses need to offer them access to other support methods. Whether we are talking about contacting representatives by texting them or putting more emphasis on self-support methods, it is essential that Millennials have access to alternatives.
As we said above, Millennials are present on several social media platforms, forums and access them via different devices. Companies need to be present in these mediums as well. Also, their websites and content needs to be created to adapt to multiple devices so customers are able to access specific information.
Millennials want to be well-served by businesses. Companies need to understand that Millennials have developed their ‘own’ language and you as a company need to learn how to speak it. For instance, they enjoy using GIFs in their conversations. A customer support representative can end a conversation with a GIF. It is a friendly and great way to surprise your customers.
We are gladly inviting you to share with us your latest customer support experiences!