{"id":34,"date":"2017-05-26T07:31:38","date_gmt":"2017-05-26T07:31:38","guid":{"rendered":"https:\/\/trooya.com\/blog\/?p=34"},"modified":"2024-08-08T13:29:15","modified_gmt":"2024-08-08T13:29:15","slug":"why-redirecting-millennials-to-other-channels-for-customer-support-is-a-bad-idea","status":"publish","type":"post","link":"https:\/\/trooya.com\/blog\/2017\/05\/26\/why-redirecting-millennials-to-other-channels-for-customer-support-is-a-bad-idea\/","title":{"rendered":"Why redirecting millennials to other channels for customer support is a bad idea?"},"content":{"rendered":"

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Millennials are the largest customer set in the United States; in fact, they are supposed to dominate the market in 2017 as per Forbes. As they often tend to spread their opinion of things they experience and also reach out to friends before purchasing anything, they demand seamless customer support.<\/p>\n

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Surely, your brand considers its customer service to be appropriate. However, what millennials consider a great customer service may differ from what you providing. Your brand might be making investments in large contact centers who assure repeated calls and detailed emails to assist customers. Millennials, unfortunately, don\u2019t want all that. They want something that is digital and streamlined, something like social media where their queries are taken up on priority.<\/p>\n

This need for digital arises since millennials have grown up coddled with technology. If there was ever a generation considered as digital natives, it is them. For them, urgency is a way of life and redirecting them instead of providing a quick resolution on their grievance will annoy them.<\/p>\n

For instance, the example below shows an instance of an irate millennial being redirected to another channel by American Airlines instead of being given a resolution.<\/p>\n

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@AmericanAir<\/a>\u00a0If it’s who I spoke to yesterday, they said 4-6 weeks to get paid. If that’s right that’s outrageous!<\/p>\n

\u2014 Nicky Kelvin (@nickykelvin)\u00a0April 26, 2017<\/a><\/p><\/blockquote>\n

In another instance, Motorola\u2019s Twitter presence kept repeatedly asking a customer to email them his grievance. Instead of sharing a resolution, the customer was inconvenienced time and again and thrust into an endless loop of emails. This induced frustration in a customer.<\/p>\n

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This is the 10th time i am reciving this reply and i have already email the issue i dont know how many tym i have to @Moto_Support<\/a><\/p>\n

\u2014 Bimal soun (@bimal_soun) May 23, 2017<\/a><\/p><\/blockquote>\n