For many businesses, millennials propose an interesting marketing challenge. Millennials are referred to those who were born from the late 1980’s to 2000s. Aside from comprising a significant demographic of consumers, they are still too diverse of a group to just bunch up into one category. And this what makes marketing to this particular audience a challenge; one strategy may work for a certain percentage, while the other may shun your approach.

Boosting your customer service support to appeal to your millennial audience isn’t as difficult as it sounds. They’re actually independent, no-fuss customers who are willing to give their patronage to businesses that provide speedy and reliable customer service.

According to the Boston Consulting Group’s report, millennials are grouped according to six different types, namely:

1. Hip-ennial – these are heavy, heavy social media users

2. Millennial Mom – women of today who are social, family-oriented, and high earners

3. Anti-Millennial – they are the conservative, and prefers comfort and familiarity rather than surprises

4. Gadget Guru – heavy digital users, eager to contribute content online

5. Clean and Green Millennial – these are eco-friendly people who pushes cause-oriented content online; impressionable

6. Old-School Millennial – independent, light digital user, cautious consumers

Too many, right? But don’t worry because working on a customer service support that will win over millennial consumers doesn’t have to feel like juggling six balls while balancing at a giant one. Check out below four strategies your business should be implementing as soon as possible in order to provide customer support that millennials will surely love.

1. Be on Multiple Channels

Pretty much, millennials are somehow attached to technology and they are often comfortable with switching among their gadgets throughout the day. Therefore, it is key that you connect with them on all levels by offering your customer support on various platforms.

Be sure that millennials can reach you on their smartphones (perhaps through an app or a mobile-friendly site) or via messaging (email and SMS are still great options for communication). Your customer support team should also fully utilize social media and messenger apps. Facebook and Facebook Messenger are among the top social platforms that millennials frequently use. Make sure that your business has an active social media presence otherwise, you’ll miss the chance of connecting with your millennial demographic.

2. Deliver Customer Support Fast

Growing up on the Internet, millennials expect quick responses to any questions they may have. After all, they’re already used to the idea that the information they’re looking for is just a click away in Google. So, if a millennial customer is asking about a certain product or service, strive to deliver an answer in the shortest time possible. The average time millennials can spare when waiting for customer service support is ten minutes. Anything longer than that, they’ll probably just look for other assistance.

3. Talk in Their Language

Millennials have the ability to see through scripted customer service spiels and half-hearted attempts to get them to buy your product or avail of your service. What they are looking for in a customer support is a level of authenticity and honesty as if they were talking to a sincere friend.

Learn how to speak their language and adapt to the platform you’re using to communicate with them. You wouldn’t want to sound too uptight on your tweets or status updates, would you? Of course, it’s important not to confuse friendly with disrespectful.

While millennials expect a more formal informal approach when it comes to customer service, quality of the support should not be compromised.

4. Make Information Accessible to Them

As previously mentioned, millennials are used to having information they need in just a few clicks. They also exercise a healthy dose of self-reliance and would prefer to do their own research about your business before asking about it directly.

See to it that your website is complete with all the information they may need — FAQs, Cheat Sheets, About Us page, forums, informative articles, and so on. This way, you’ll be able to provide customer support even without engaging them in a conversation.

When working on your next customer support strategy, keep these four tips in mind and you’ll more likely to build strong relationships with your awesome millennial customers.


This entry was posted by Staff Writer on Friday, December 2, 2016 at 6:33:06 AM and is filed under Small-Medium Business.

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