IS YOUR CUSTOMER SERVICE
IS YOUR
CUSTOMER SERVICE
More than any previous generation, millennials expect their interactions with your business to be not only fast and easy, but personalized. And they’re willing to pay more for this type of 1:1 experience.

More than any previous generation, millennials expect their interactions with your business to be not only fast and easy, but personalized. And they’re willing to pay more for this type of 1:1 experience.

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Millennials are now the largest generation, with $200 billion in annual buying power. By 2020, that figure is set to double.

WHAT ARE THEIR EXPECTATIONS?
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Introduction

OUT WITH THE OLD

More than any previous generation, millennials expect their interactions with your business to be not only fast and easy, but personalized. And they’re willing to pay more for this type of 1:1 experience. The problem is that most businesses aren’t equipped to handle millennials’ expectations. The customer-service center was built to be transactional — a customer calls in with a question, the agent creates a case, answers the question, and closes the case. Now when a customer contacts the service department, she expects the agent on the other end to know my entire history with the company — every interaction, spanning the sales, service, and marketing departments.

SEAMLESS SERVICE

Most of all, customers expect agents to know how to solve their cases — and not to have to transfer them around to department after department as everyone’s patience wears thin. As anyone who has been on a service call knows, most service departments continue to operate in a transactional nature, lagging behind what customers, primarily millennials, expect. How big of a problem is this? Millennials are now the largest generation, with $200 billion in annual buying power. By 2020, that figure is set to double.
 

The agent is expected to know if this is a recurring issue or a first-time problem. The customer shouldn’t need to give basic customer information and expects to be able to contact the company on whatever channel he prefers — and on whatever device he prefers — and receive the same level of experience. 

More than any previous generation, millennials expect their interactions with your business to be not only fast and easy, but personalized.

LOYALTY

But it’s not all headaches — there’s an upside. Millennials are very loyal to brands, so if you develop a relationship with them early, they’ll continue to purchase from you as they get older. Additionally, millennials are vastly more willing than past generations to embrace new technology. They’re used to giving up some of their personal data for the sake of a better experience — it’s been a fact of life for them since their earliest consumer days.

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LEARN HOW TO BE FAST

Fast

Millennials grew up with the internet at their fingertips, so they’re accustomed to hunting for information. Building a self-service community, then, is a win for both your millennial customers and your business: millennials can find the answers to questions on their own, and your support agents are freed up for the trickier cases.

HOW CAN YOU INNOVATE?

Unify your agent experience with the Lightning Console. Agents can manage cases faster, track customer history, view dashboards, all in a single view. No multiple tabs, no switching software

Millennials grew up with the internet at their fingertips, so they’re accustomed to hunting for information.

CONNECT YOUR CUSTOMERS

Millennials are impatient, having grown up with smartphones and access to responses in real-time. According to Desk.com, 25% of millennials expect to get a response within 10 minutes of reaching out for customer service via social media. That means your agents have to be prepared to act fast — automating menial tasks and centralizing the entire agent experience in one customizable desktop.

HOW CAN YOU CONNECT?

With Community Cloud, Agents can manage cases faster, track customer history, view dashboards, all in a single view. No multiple tabs, no switching software.

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MAKE IT EASY

Easy

Millennials are the omnichannel generation, switching among laptops, smartphones, and TVs an average of 27 times per hour(!!). With all these devices, millennials avoid calling customer service at all costs. In fact, 34% of them would rather have their teeth cleaned then call a customer service number. Businesses have no choice but to connect with them on multiple devices. A good place to start is a mobile-first website design, a custom app, and a robust social customer service program. Social customer service allows you to support customers everywhere. Service smarter by routing social cases to the right agent at the right time.Using keywords, classifiers, and language detection ensure that agents receive actionable posts to work the right issues in the right way.

34% of millennials would rather have their teeth cleaned than call customer service.

34% of millennials would rather have their teeth cleaned than call customer service.

HOW CAN YOU MAKE IT MOBILE?

App Cloud is the world’s #1 enterprise app-building platform. Streamlines the app-building process by giving you the basic building blocks so you never have to start from scratch.

34% of millennials would rather have their teeth cleaned than call customer service.

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MAKE IT PERSONALIZED

Personalized

The days of scripted customer service responses and “hold please” are long gone. Millennials expect brands to be authentic and have a more informal attitude when it comes to customer service. In addition to texting, mobile messaging apps are key to how people communicate now, using Facebook Chat, Slack, WhatsApp, and more, often interchangeably. This mobile messaging is extremely personal, and that expectation for personalization has rubbed off on customer service.

Ultimately, personalization hinges on your business having a 360-degree view of each customer across all departments. Companies have tons of customer data, but aren’t able to make the most of it. The companies excelling in the Age of the Customer let service insights inform the entire business, and vice versa. These businesses easily share data and get complete customer insights across sales, service, marketing, and product.

HOW CAN YOU CONNECT?

LiveMessage is the easy, cost-effective way for you to deliver a more personalized conversation using the messaging apps customers prefer. No longer tied to a web browser, customers can get in touch with an agent instantly, get the answers they need, and get on their way. 

Delivering service that makes your millennial customers send happy tweets relies on differentiating with service that is fast, easy, and personalized. Don’t let your technology stop you from keeping your customers happy and coming back for more. With Salesforce for Service, companies are able to empower agents and managers to engage customers with a conversational approach. 

The end of the “hold please” era is here. Make sure you can stay ahead of the curve.

Let's get millennial

Learn how to have smart conversations about service that are in tune with your customer base.