Millennials are the first generation to grow up with smartphones, laptops, tablets, and see the transformation of technology first hand. It goes without saying, then, that millennials just might be the most tech-savvy generation.
So, to help your business cater to millennials, here are five ways technology can revolutionise your services.
One study found that 25% of millennials expect a response from a customer service representative in 10 mins, although they are actually willing to wait an average of 5 minutes more than Gen X and Boomers.
However, what sets millennials apart from the other generations is that they want an immediate resolution. In other words, the problem at hand needs to be solved on the first interaction, no matter how long it takes.
To ensure that your communications are catered to millennial customers, invest in omnichannel customer service software. Omnichannel customer service condenses all your communications platforms into one singular system, keeping everything streamlined, and allowing interactions from all modes of communication to be solved in a more efficient time.
- Social Media
More than 76 million millennials were using at least one social media platform in 2018, so just imagine how high it will be in 2022. Millennials not only use social media to interact with their friends and family, but also as an extension of customer service, leaving comments and asking questions across all social media platforms.
Thus, it is essential to have social media for your business, and ensure that these accounts are not only run to promote and market your brand, but also as a branch of your customer service.
- UX Development
When it comes to your website, millennials value optimum user experience, so it can be a good idea to invest in UX and UI development services to improve the interactivity and experience of your website.
Website technologies should be easy to use, simple to navigate, and quick to load. If it is too complicated, slow, or confusing, then chances are you won’t convert the sale.
- Mobile App
Millennials love anything that can make their life easier – so why not consider a mobile app. Mobile apps allow customers to carry around their loyalty cards, shop online, contact customer service, and manage their orders all through their mobile devices – streamlining your service.
Mobile apps also allow the opportunity to personalise the experience you provide, giving recommendations and offers based on their location and purchase history.
- Pay (or Authorise Payment) by Phone
Millennials, along with Gen Z, are more likely to use digital banking, due to its convenience of managing money on the go. Mobile banking also offers the ability for purchases to require an authorisation code, so you can be rest assured that every transaction is legitimate.
Thus, to encourage Millennials to use your services, it is essential to provide the option to pay using their smartphone when online or using your app. This might be as simple as allowing card transactions, linking to banking applications for payment approval, or the ability to pay using other apps such as Google Pay, Apple Pay, or PayPal.
And there you have it – five ways that the right tech can help businesses to cater for millennial customers.