Why Millennials’ Customer Satisfaction Level Matters In The Age Of Tech


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Other generations think that millennials are entitled teenagers who want everything instantly. However, businesses, in particular, need to change that perspective. Millennials are powerful especially in the world of social media. They are also now the largest consumer in the world with approximately $200 billion annual revenue.

Satisfying Millennials With Social Media

In this age and technology, it is important for companies to note that social media is changing how the world of business works. According to Microsoft’s 2016 State of Global Customer Service report, 64 percent of millennials think that social media is a very effective way to solve customer problems. It is no doubt, therefore, that 52 percent of the said generation uses this platform in looking for solutions to their queries.

Compared to baby boomers, 27 percent of millennials use social media like Twitter and Facebook to complain about a company’s customer service while only 16 percent of baby boomers use it for the same reason.

When it comes to answering complaints on social media, companies are better off if they respond fast. According to Edison Research, 42 percent of people who go to social media for customer service expect online businesses to respond to them within a minute. Also, 25 percent of millennials are expecting an answer to their problems within 10 minutes or not more than half a day.

Since millennials want everything instantly, companies should cope and deal with it. They should improve their customer service on social media. Nevertheless, it is important to remember that companies should not solely focus on social media. They should not ignore the growing number of people, especially millennials, who use it to communicate with them.

Solving Customer Service Challenges Through Social Media

There are many ways to solve a customer service problem. However, it is significant to know where people voice out or write complain. Since 52 percent of millennials use social media to resolve customer service issues, online brands and e-commerce business tends to focus on those.

A study revealed that the Snapchat caters to the generation Z while Instagram maintains its popularity among millennials. On the other hand, Facebook is mostly used by baby boomers.

Though the phone and email customer support are still used by many, having an omnichannel support is good. Having self-service is also good for younger generations because a Microsoft study stated that millennials know what to do with the help of the internet and FAQs.

A report form Aspect stated that 69 percent of millennials feel good after solving their own problems with only the help of FAQs, forms, and reviews.

The Shift In Customer Service Medium Is Well-Received

Companies and online brands should also take note of blogs, reviews, and forums. They are also important things that millennials look at before going to social media. It affects their decisions depending on what they read and how other people’s view of the brand is. According to Adweek, 93 percent of millennials search for those things before buying something. Furthermore, 77 percent of them believe in reviews they see online.

When companies use social media like Twitter and Facebook to address customer problems, other customers see how they do it. It also affects how future customers will engage with them. Personalization is important for millennials. They do not like uptight and robotic answers. But when a company is good at it, they will receive more customers and more loyalty from them.

Fred Chua
I am a Philippine-certified Electronics and Communications Engineer who serves as the CEO of Magellan Solutions Outsourcing Inc. Magellan Solutions is one of the top call centers/BPO companies in the world that can deliver high-performing operations to businesses of any type and any size.


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