How to Meet the Customer Service Needs of Each Every Generation
With each generation, we’ve seen a giant leap forward in customer service technologies
Baby Boomers
(born 1946 - 1964)
Baby Boomers
Customer Service Contribution
The call center
Making a call to check a balance was revolutionary in 1980!
Gen X
(born 1965 - 1980)
Gen X
Customer Service Contribution
Multichannel Contact Center
Bolting email (1990s) & chat (2000s) to the call center
Gen Y or Millennials
(born 1981 - 1996)
Gen Y or Millennials
Customer Service Contribution
Omnichannel Contact Center
Some integration of digital channels, but still a phone-based platform!
Gen Z or Zoomers
(born 1997 - 2021)
Gen Z or Zoomers
Customer Service Contribution
Digital-First ChannelLess Communications
From Phone-Based to Fully Digital Platform
ChannelLess Communications
The ChannelLess approach aligns to the digital-first expectations ofZoomersandMillennials while providing the personalized 1-to-1 experience that all generations value.
75%
of consumers expect a seamless experience across all engagement channels*
73%
will likely change brands if the experience is not seamless*
65%
of consumers complain about having to repeat or re-explain information to different reps*
3/4
nearly 3 out of 4 are willing to go to a competitor, driven by the digital disconnect*
* Recent research findings from Salesforce
Learn more about Glia´s ChannelLess Communications
