Studies suggest that customer service is one of the least favorite aspects of shopping for college-age consumers. In fact, among college-age consumers, 34% would rather visit the dentist than make a customer service call. Numbers like that might seem shocking, but they're a reminder that with millennials, good customer service is a necessity — to keep your customers happy, it's more important than ever to make sure you avoid problems to begin with.
Luckily, business communications CEO Ash Rust penned some awesome tips for providing better customer service to millennials over at Business2Community. We included our three favorites, but be sure to check out all five!
1. Meet them where they’re at
To deliver the customer experience Millennials want, you need to learn where they’re communicating and meet them there. Begin with social media: Eighty percent of Millennials would prefer to seek customer support through social channels. In the U.S. and the U.K., Millennials use Facebook Messenger most heavily, while German Millennials prefer WhatsApp and their Japanese counterparts use Line.
2. Open up a variety of channels
Millennials are the ultimate multichannel communicators, so an all-of-the-above customer service strategy makes sense. Lower barriers to service by offering support via email, Twitter, Facebook Messenger, Snapchat, and phone. Apple — which already offered service via phone, email, and in-person visits — recently began offering support via Twitter, and it’s answering a query every 15 seconds.
3. Use the cellphone as a central identifier
Although Millennials don’t use their phones for calls, the cellphone number remains the global universal identifier, used by many applications to build networks. For example, nearly everyone using Snapchat signs up with their cellphone number.
Fortunately, 51 percent of Millennials are willing to share information if incentivized, so use Millennials’ cell numbers to tie your communication channels and platforms together with a single identifier. Storing these contact details also opens up SMS as a powerful service tool: Ninety percent of text messages are read within three minutes of being received.