Millennials, or those who were born from the 1980s to 2000s, propose an interesting marketing challenge for many businesses. Besides comprising a large demographic of consumers, millennials are still too diverse of a group to just bunch up into one category.
That’s what makes marketing to this demographic tricky. Whereas, one strategy may work for a certain percentage while the rest may shun your approach.
A report by the Boston Consulting Group categorizes millennials into six types, namely:
- Hip-ennial – information-savvy, heavy social media users
- Millennial Mom – social, family-oriented, high earners
- Anti-Millennial – conservative, prefers comfort and familiarity over surprises
- Gadget Guru – heavy digital users, eager to contribute content online
- Clean and Green Millennial – eco-friendly, pushes cause-oriented content online, impressionable
- Old-School Millennial – independent, light digital user, cautious consumers
But, don’t worry. Working on a customer service support that’ll win over millennial consumers doesn’t have to feel like juggling six balls at the same time.
Here are 4 tactics your business should be implementing today to deliver customer support that millennials will surely love.
Be on multiple channels.
Millennials are quite attached to technology, often comfortable with switching among their gadgets throughout the day. Thus, it’s imperative that you connect with them on all levels by offering your customer support on different platforms.
Make sure that millennials can reach you on their smartphones (perhaps through an app or a mobile-friendly site) or through messaging (e-mail 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.
Be sure that your business has an active social media presence or else, you’ll miss the chance of connecting with your millennial demographic.
Deliver customer support fast.
Because they grew up with the Internet, millennials expect quick responses to any query they may have. After all, they’re already used to the idea that the information they need is just one Google search away.
So, if a millennial customer is asking about a certain product or service, strive to deliver a fast response. Ten minutes is the average time millennials can spare when waiting for customer service support. Anything longer than that, they’ll probably just take their business elsewhere.
Talk in their language.
Millennials can see through scripted customer service spiels and halfhearted attempts to get them to buy your product. What they expect from customer support is a level of authenticity and honesty akin to conversing with a friend.
Speak in 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 informal approach when it comes to customer service, quality of the support should not be compromised.
Make information accessible to them.
As mentioned before, millennials are used to having the 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.
Make sure that your website is complete with all the information they may need—FAQs, About Us page, forums, and informative articles, among others. This way, you’re able to provide customer support even without engaging them in a conversation.
Tap into Your Millennial Consumers
Boosting your customer service support to appeal to your millennial demographic isn’t as difficult as it sounds. They’re independent, no-fuss consumers who are willing to give their patronage to businesses that provide speedy and reliable customer service.
When working on your next customer support strategy, keep these 4 tips in mind and you’ll more likely to building strong relationships with your millennial consumers.