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
Not like all the others September 2016
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