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Tuesday, March 28, 2017

Customer service in the millennial age

Several recent experiences with different companies chat service have proven to be helpful and satisfying interactions. It seems that the customer service experience through chats and emails has been getting better. Either training has improved or companies are finally responding to customer needs. Another possible solution for this phenomenon is that the work force is getting younger.

According to a U.S Census Bureau report from June 2015, millennials represent more than one quarter of the nation’s population at 83.1 million. In comparison, the next largest population are Baby Boomers at 75.4 million. With their defined birth years between 1982 and 2000, they are well into the workforce and setting policy and trends. The economic landscape is adjusting. Millennials have grown up always digitally connected through cell phones, computers, games, and tablets. They tend to have less money to spend and will use their digital resources to scour for deals. The biggest generation in U.S. history is changing our economic landscape and how companies do business.

Companies have had email and chat alternatives for customer service contact for some time. It is reasonable to say that as millennials enter the work force they will bring their values and habits with them. One of those is reluctance to speaking on the telephone. They’d much rather stay within the digital world. They, themselves, use resources such as chat and email to communicate with business. In turn they provide the same service they would like to receive, putting more effort into something in which they believe a valuable resource.

Just a theory.

See our blog archive for other posts relating to millennials:
#IQUIT February 2014

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