Las Vegas, NV—Zendesk released a study on the business impact of customer service. How and when a company resolves customer service problems profoundly impacts customer expectations as well as future purchases.
According to the Zendesk study: 89% said a quick response is important when deciding which company to buy from.
Meeting Customer Expectations
To meet customer demands for more immediate, personalized attention, companies are leveraging new technologies. Moreover, these shifts in expectations are driven by millennials and gen Z. According to Zendesk: 67% of U.S. respondents have used live chat, social media or texting for customer service.
Among gen Z and millennials, 46% and 47%, respectively, have used social media to communicate with customer service in the past year—compared to only 7% of baby boomers and 26% of gen X. In addition, more than a third of gen Z consumers prefer social media for simple inquiries compared to only 5% of baby boomers.