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Millennials skip traditional customer service for online troubleshooting

Lauren Brousell | July 9, 2015
Waiting on hold for customer service is mostly a thing of the past. Millennials are increasingly looking to online searches, live chat and social media to troubleshoot technical issues, and both Gen X-ers and Boomers are following suit.

When it comes to sharing their customer service experiences online, Boomers are more likely to tell a brand about their negative experiences (43 percent) than both Gen X-ers and millennials (36 percent). Though 82 percent of all respondents would abandon a brand based on negative experiences, 27 percent of Boomers would end a relationship with a brand after a single bad experience, as opposed to 22 percent of Gen-Xers and millennials.

The use of social media, live chat and other self-service methods appears to be growing across all generations, but it's important for companies to consider their specific customer bases when allocating resources to customer service channels. "Figure out who you're serving and how they like to be served," Seka says.

IT departments should also pay attention to the survey findings, whether they serve internal or external customers. "For something like tech support, from the millennials' perspective, they are more comfortable getting on online chat and using digital technologies," she says. "An IT organization has customers and they can apply this in the same fashion from employee perspective."


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