Millenials grow up with the internet, they have always had the information they need at their fingertips. The smartphone is now the one thing they least like to leave home without. As a result the way they interact with customer service teams is different to previous generations. Millenials wants customer service their way, and their terms and where they want it.
1.Self Service: 70% of Millenials expect a company website to include a self-service application. 40% prefer self service over human service.
2.Immediate Help: 25% of Millenials expect a response from a customer service team in 10 minutes via social media.
3.Authenticity: No scripts, No robots. Millenials wants to talk to brands informally, on their chosen media, and expect the brand to match their style.
4.Personal Service: Millenials wants brands to know about them, to understand their problems, and use their history to shape solutions just for them.
5.Problem Solved: Millenials want their problem solved, first time round, on the channel they choose. 25% will leave brand on one bad experience.
6.Help where they want it: Millenials wants to interact with agents where it suits them, be it FB, Twitter, Instagram, E-mail, Website or phones.
7.Mobile first: Customer service should be mobile friendly. I,e, free to call, sites should be responsive for web chat and self service for any device.
8.Save time: Millenials value their time! more than almost anything else. They want their query resolved first time, whatever the channel they use.