Some generations can deal with contact centers better than others. The generation that likes to call least may surprise you.
Turns out, younger customers and consumers don’t want much to do with contact centers, a TNS and Sitel study recently found.
In fact, 71% of young customers (ages 16-24) will try to get answers online before they bother calling your contact center, the study found. About 65% of people ages 25-44 look online for information to avoid calling.
Interestingly, only 15% of the youngest customers use social media to get customer service help. Only about 5% of people in the older groups try to get help through social media.
Still, now is not the time to abandon older communication channels (the phone and email) for social media and chat, for instance.
A rule of thumb: Put about as much effort into the channel as the percentage of customers using it. In this case, only about 10% of your budget and time should be spent on social media. A bigger emphasis should be put into the information posted online, where as many as three out of four customers look for answers first.
