I lived in the UK for a few years and in the first weeks of moving there, I had a problem with my tariff plan and network settings.
As I strolled around my neighborhood, I saw a store of the provider and went in to solve the issue. I hate speaking on the phone, so this was the perfect opportunity to take care of it. To my surprise, I was sent back home. My tariff plan was a mobile offering created by the provider in partnership with a new service and everything had to be solved online.
This customer experience made me look in-depth on customer service, realizing that in fact, Millennials have high standards for companies to meet their customer service expectations.
What do millennials expect from companies they interact with?
To answer this question, I have gathered four tips, which as a Millennial I believe that companies should use to meet the millennial customer service expectations.
Millennials are the first generation growing up with technology and this has shaped our expectations and enlarged our standards on how we interact with brands. We are the “want it now generation”. We are tech savvy, look for convenience, self-service, and ease of use. To make it short, we are the fast-paced, always online generation.
1. Social Media
Millennials expect businesses to support Social Media channels to deliver a positive customer experience aligned with their expectations and needs.
Facebook, Instagram, Pinterest, YouTube, and Twitter are part of the millennial’s lifestyle and it is not only for entertainment. We use it for both personal and business communication and expect companies to support it.
Take a look at the following statistics about Millennials perception towards brands that actively engage on social media platforms:
Millennial customer service expectations is all about a personalized, unique customer experience and quick responses.
My first personal experience was game changing for me. The interaction was smooth and I felt like I was speaking with a friend that was helping me solve a problem. Let me show you my interaction with Mike, the agent that helped me.
Before this customer experience, I had never solved anything with a company through social media. To be honest, in the beginning, I was somehow skeptical that I could have proper assistance by just calling. In the end, I solved everything through Facebook Messenger!
From then on, I always try customer service on social media first.
Millennials are the “do it yourself” generation.
We are the first generation to grow up with immediate real-time responses, smartphones, and constant access to information.
In fact, we prefer to solve our own customer service issues. We are more comfortable and more likely to search a web forum or FAQ page, before picking up the phone to a contact center.
Chatbots can play a significant role in various digital touchpoints, providing automated responses to customer requests and filling out the need for self-service – chatbots can offer 24/7 customer service, rapidly engaging millennials, answering queries quickly and efficiently, and thus increasing customer satisfaction.
Millennials breathe technology.
We are the self-service generation and lack the patience to call a place and wait to speak to someone. On the contrary, we demand fast and efficient service. But we’re also very loyal customers after hitting the right brand and service, and we’re not shy of bragging about our wonderful experience on social media.
We’re a generation of causes and tend to be loyal to the companies that have the same values, that is part of the millennial customer service expectations. We demand more than a product or service from the companies that we have a relationship with. For example, we’re advocates to brands that give back to the community or that support environmental causes and do not mind paying more for the product or service, even if it’s cheaper somewhere else.
Millennials are loyal and committed to the brands that share the same values. Moreover, the ability of brands being to speak directly and engaging with their customers has raised a sense of closeness that we care about.
For Millennials, one size does not fit all.
Customer service it’s about personalization, we want to be treated as individuals, with our specific needs and preferences addressed. The truth is, we are forcing brands to not only understand us but also adapt to our ever-evolving preferences.
Brands need to leverage technology to create personalized customer service. Millennials are the first generation more willing to share their personal data, according to Microsoft’s Global State of Customer Service report 2020, a whopping 75% of respondents expect the agent to know who they are and their purchase history.
In fact, what surprised me the most about customer service through social media was the uniqueness in speech, we spoke as two colleagues or friends, sharing information to solve a particular issue that I was having. By just providing my name and phone number Mike was able to know exactly what was going on with my tariff plan.
So yes… I am part of the percentage statistics of Millennials that expect brands to know who I am and what I am looking for, to have a marketplace and customer support that fully meets my needs.