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“Please hold” has officially become a relic of the past, according to a recent survey by Gartner, which indicates that nearly 50% of Generation Z customers will hang up when placed on hold. This reflects a significant shift in customer service expectations with new generations leading the way.
As someone deeply involved in the customer service sector, I have observed firsthand how technology perceptions and brand loyalty are transforming. A thought from a Gen Z team member encapsulates this change: “When a chatbot sends me a link to a FAQ page, I feel like saying, ‘Don’t make me do the work, just give the answer!'”
This transformation extends beyond younger audiences; it represents a broad evolution in expectations for customer service. Previously, consumers were accustomed to adjusting to business hours, procedures, and communication styles. Now, the trend is for businesses to adapt to consumer preferences.
For organizations, this creates a formidable challenge. Despite substantial investments in customer service manpower, frustration levels seem to be on the rise. Expectations for speed and efficiency have surged, often surpassing what even the best human agents can deliver.
Here are three key shifts in customer service paradigms and how technology can be leveraged to address these escalating expectations:
1. Instant solutions with improved interaction quality
Customers now expect immediate responses to their queries. In a world where even brief delays can be socially damaging, particularly for younger demographics, being placed on hold is not an option. Customers, especially teens, are not willing to wait on the phone, for emails, or during escalation processes.
Businesses can harness AI technology to eliminate hold times, offering instant responses through various channels. However, the emphasis must be on ensuring that these rapid replies are genuinely useful. Many consumers have become disillusioned with rudimentary support automation over the past decade, highlighting the necessity for more advanced AI systems that can genuinely assist rather than merely direct.
Related: What You Must Know About the Next Generations of Consumers
2. Multimodal support over simple omnichannel
For Gen Z and even Gen Alpha, the preference for communication has shifted away from voice calls—a quarter of individuals under 34 do not answer phone calls at all, a stark contrast to past generations.
Given this trend, businesses need to provide more than just various contact options; seamless communication across platforms is essential. Customers expect to switch between channels without losing the context of their interactions. For instance, starting a conversation with an AI agent via text and then moving to email support should happen effortlessly.
Traditional human agents often struggle to maintain this continuity, but advanced AI capabilities are increasingly capable of integrating multiple inputs into a cohesive interaction. The future of customer support will depend on this multimodal omnichannel approach, providing customers with an efficient and cohesive experience across all interactions.
Related: Is the Future of Customer Service Omnichannel or Multichannel?
3. Focus on actual resolutions, not just FAQs
Returning to the frustration expressed by younger consumers regarding FAQ pages illustrates a critical issue: directing customers to self-help resources often leaves them underserved. This demographic, particularly Gen Z, prefers solutions rather than merely information.
The satisfaction of connecting with knowledgeable human agents lies in their ability to resolve issues effectively. However, many chatbots still fall short, offering information rather than genuine solutions. Customers want challenges addressed in a single interaction.
To meet these expectations, AI agents should have more autonomy and access to customer information to personalize interactions. They must not only provide guidance but also resolve issues without unnecessary delays or red tape.
A collective evolution
It’s vital to recognize that these expectations do not belong to a niche group but represent the demands of the largest generation in history. Generation Z is projected to wield a purchasing power of $12 trillion by the decade’s end, making it crucial for businesses to heed their preferences for customer service.
Customer service teams have long repeated platitudes about the importance of consumer calls; now it’s time for actionable solutions. The desire for enhanced service levels spans across demographics, and striving to meet the needs of younger consumers will ultimately benefit everyone.
The next generation understands the potential of technology and recognizes when services fail to meet modern standards. These elevated expectations should inform the development of future customer service frameworks. Innovative companies are adapting their approaches to connect with younger consumers, thereby enhancing the overall service experience for all.
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