Say what you want about millennials – the smartphone-toting, selfie-taking generation born between 1982 and 2004 – but there’s no denying their power as consumers. They carry an estimated $200 billion in annual buying power, and by 2025, they will comprise 75 percent of the U.S. workforce.
What’s more is that they love technology, making it a part of their everyday lives. About 40 percent of male millennials say they’d buy everything online if they could, while 33 percent of female millennials said the same. 53 percent also felt that their preferred retailers gave them a seamless shopping experience.
With these findings in mind, how do you provide this market segment multichannel customer service?
The shopping process must be an across-the-board experience, with consumers receiving adequate assistance from their initial research on pricing and product availability, to examining items in-store and making arrangements for shipping.
If you don’t have an in-house team dedicated to multichannel customer service, consider teaming up with an omnichannel call center that can competently handle your consumers’ needs. Offshore outsourcing hubs like the Philippines are home to numerous call centers and a vast pool of skilled agents.
You should also consider offering mobile rewards programs – surveys have found that millennials are likely to promote brands that reward them for loyalty.
Mobile also lets millennials price-match everything, so you might want to introduce interactive discounts and mobile coupons. 63 percent of them are more willing to “check-in” to brands on social channels if they’ll get discounts and coupons in return. Moreover, these incentives help keep brands competitive.
Millennials are poised to become a dominant force, so you’ll need to address their demands and create meaningful experiences for them. If you’re not sure where to begin, outsourcing may be your best option. Talk to an omnichannel call center in the Philippines today to get started.
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