Millennials Want Options from Customer Service Reps
Four out of 10 of Millennials said they would be a truly satisfied customer if they could use text to connect and do business with companies.Businesses need to address the customer engagement preferences of the Millennial demographic or risk going out of business, according to a survey of 1,050 Americans conducted by Conversion Research on behalf of Aspect Software and the Center for Generational Kinetics. More than half (56 percent) of Millennials moved their business from at least one company in the past year due to poor customer service, and nearly a third of consumers would rather clean a toilet than talk to customer service. "For starters, our research found that half of Millennials value their smartphone more than their computers, significantly more than the Gen Xers and overwhelmingly more than Boomers," Jim Freeze, chief marketing officer of Aspect, told eWEEK. "Millennials marry later so more of them are single and being single means being mobile. Millennials don’t email either and they don’t like to talk on the phone unless someone is making them do so. Because texting is their primary mode of communication between friends, they would prefer to use that modality when they want to or have to talk to customer service." The survey indicated the customer experience is increasingly defined by service, with 76 percent of all generations viewing customer service as the true test of how much a company values them.
However, consumer preferences are not being addressed, as 73 percent of consumers said that they should have the ability to solve most product and service issues on their own.