Is your customer care Millennial proof?

Marketing mainly means communication, therefore knowing how to communicate with your customers is the first step in building a successful company.

Today Millennials represent a large slice of the market and have significant purchasing power, so you need to understand how to relate to them, especially regarding customer care.

The different approach to new customers no longer concerns only the sponsorship or presentation of a product, but also the assistance service.

Do you think you speak the same language as Millennials? Or are you losing a lot of customers because you don't offer the services they need?

To find out what are the secrets of customer care for the benefit of Millennials, click here to learn about We Are Fiber's strategies and proposals.

Millennials and Generation Z: what changes?

Millennials include those born between 1981 and 1996, who grew up on bread and technology. These customers prefer efficient and direct support, such as instant messaging applications such as Messenger and WhatsApp.

The support services can be automated to provide an immediate and direct response and reduce costs. Millennials are used to getting quick and immediate answers. Expectations on support services have grown considerably and 25% of Millennials expect a response within a maximum of 10 minutes.

Then there is Generation Z, immediately following that of the Millennials, which includes those born from 1997 onwards. Personalization and instantaneousness are the characteristic features of this generation, more difficult to "intercept" and understand than Millennials. The children of Generation Z are rather "fickle", so one day they may prefer a video chat, another day contact the social assistance service and another resort to email.

A side comment;  Generation X are those born between 1965 and 1980 and these customers tend to prefer email assistance and support, specifically tailored to their interests.

As there are different target markets to consider, companies should provide a broad and flexible customer care service, ranging from video chats and chatbots to social conversations in order to respond directly and understandably to all customers and increase their loyalty.

With this in mind, We Are Fiber is the perfect partner since it offers various communication channels, integrating them with the existing ones to ensure modern and technological assistance by streamlining and updating the customer care service.

What do Millennials want?

If you want to understand what Millennials want, you have to think like them. If they do not find the desired assistance service, they abandon that brand which risks losing a considerable portion of users. Precisely for this reason, several companies invest in resources capable of involving customers in digital channels, from live chat to self-services to social media support.

Millennials are now accustomed to doing everything on the Internet: from top-up by phone to booking a restaurant to buying an item of clothing online. What do they want then? They want everything immediately. Providing a late response or one that does not meet their needs diminishes the interest in that brand.

As we have analyzed, the discussion is a little more complicated for Generation Z. Generation Z moves with great fluidity from one channel to another, moving from e-commerce to the social page without hesitation. The company must, therefore, be a chameleon to offer fast interchangeable services between one channel to another.

Calls? Self-service is better

Even if Millennials and Generation Z spend most of their time with the phone in their hands, paradoxically they don't like making calls. The idea of ​​requesting support via telephone, much appreciated by the so-called Baby boomers (born between 1946 and 1964), does not touch sides with them. 

Approximately 64% of Millennials want customer service tools available to be able to solve problems independently, without interacting with any operator. Support requests are thus further automated, creating an even simpler and faster customer experience.

Clearly, it is not advisable to eliminate telephone support entirely, but by adopting self-service solutions, you can sort the calls by filtering only the most relevant ones. In this way, you do not overload the call centers, thus improve productivity and reduce costs.

Do you want to learn more and create a strategy for your business?

Contact We Are Fiber, a professional and qualified member will give you all the information you need.