Exploring Presumed Limitations in Voice-Based Customer Experience Practices That Impede Progress
Article Rewrite:
Is the Myth of Millennials Avoiding Phone Calls Really a Myth?
It's a common claim in various media outlets that Millennials and Generation-Z shun phone conversations. While some research supports this notion, it's essential not to generalize this assumption when considering customer interactions.
Applying this claim as a blanket statement can lead to the design of less effective systems and experiences. Around a decade ago, I had a conversation with Dr. Paul Redmond, a renowned expert on generations and the job market, on this topic. The discussion followed his analysis of a study conducted by Capgemini and Pegasystems, which investigated millennials' preferences for engaging with insurance brands.
Contrary to popular belief, the research revealed that millennials valued face-to-face or phone interactions for addressing their insurance needs, with social media being only the fifth choice for preferred channels. Surprisingly, they also found that millennials valued having knowledgeable people to help them make insurance decisions.
More recent research from Poly AI, a leading voice AI provider, suggests that things haven't changed much in the past decade. Gen-Z and younger millennials still prefer the voice channel for customer service and support, with 86% indicating a preference.
As human beings, regardless of our generation, we tend to seek out knowledgeable sources or trusted advisors when faced with complex, urgent, or essential decisions. Expanding our definition of 'talking to someone' beyond traditional phone calls, incorporating asynchronous voice communication on platforms like WhatsApp, and recent advancements in voice AI, the 'voice' channel becomes a more enriching customer support option.
Poly AI's research also found that customers are open to engaging with intelligent voice assistants, with 71% reporting they would speak to an assistant if it could accurately fulfill their service needs. However, many executives and CEOs, predominantly older ones, might miss out on this opportunity due to assuming their children's preferences. This reluctance could mean missing out on a significant chance to engage and support customers more effectively.
Instead, leaders should heed Alan Alda's advice: "Know your public, know yourself."It's crucial to understand the preferences of today's consumers and adjust strategies accordingly.
Buffer: Google Confirms Play Store App Deletion, Gmail, Outlook, Apple Mail Warning-AI Attack Nightmare Is Coming True, NYT 'Strands' Today: Hints, Spangram And Answers For Sunday, March 16th
Enrichment Data:
Customer Service & Support Preferences for Gen-Z and Millennials
- Digital and Omnichannel Support: Preference for seamless interactions across multiple channels, including social media, email, mobile apps, and live chat.
- Personalization and AI-Driven Experiences: Appreciation for personalized interactions facilitated by AI and machine learning.
- Speed and Efficiency: Values quick resolutions and efficient support systems.
- Transparency and Empathy: Prefers transparent communication with empathy, especially during difficult times.
- Ethical Practices and Sustainability: Influenced by ethical practices and sustainability, willing to pay more for eco-friendly products.
As Gen-Z and younger millennials prioritize speed, personalization, ethical practices, and sustainability, it's essential for businesses to adapt their customer service strategies accordingly to ensure a seamless and engaging customer experience.
- In contrast to the common belief, millennials and Gen-Z value phone calls and personal face-to-face interactions for addressing their customer service needs, making phone conversations an essential component of the customer experience.
- A more recent study by Poly AI, a leading voice AI provider, reveals that Gen-Z and younger millennials still prefer the voice channel for customer service and support, with 86% indicating a preference, indicating that the preference for voice interactions has not waned over time.
- As businesses aim to cater to Gen-Z and millennial customers, understanding their preferences for digital and omnichannel support, personalization, speed and efficiency, transparency and empathy, ethical practices, and sustainability is key to ensuring a seamless and engaging customer experience.
