Older generations are often quick to categorize young people as lazy. While much of this comes down to unfair bias, a recent report found millennials avoid eating cereal because it’s too much work. The New York Times shared research from Mintel that found 40 percent of consumers between the ages of 18 to 34 said cereal was inconvenient due to clean up. Sales of some popular cereal brands fall as audiences switch to disposable yogurt cups or just skip breakfast altogether.
Reports like these don’t necessarily mean younger consumers are lazy, rather it shows modern customers have plenty of options available and don’t have to settle for any products or services that could cause a hassle. Convenience has become a major selling point, and customer care centers need solutions to make communications and service as easy to use as possible:
Provide a convenient platform
Today, there are multiple options for consumers looking to communicate with companies. A customer can send a company a tweet or a text message, make a call or write an email. Which is the most convenient? It usually depends on the consumer and the question.
The best way to provide consumers with the contact channel they prefer is to offer multiple choices. Each platform, however, must have a consistent level of care. Forbes said millennials aren’t looking for an abundance of business services, they just want options to be simple and streamlined.
Businesses that offer multiple platforms need customer relationship management software solutions that can unify all channels.
“Consumers shouldn’t see making contact with the business as a chore.”
Take charge of customer records
If your business has a CRM system that can capture details from each consumer engagement and make it easy for managers to analyze particular datasets, then that information should be available to each care agent.
Companies want to ensure consumers don’t see making contact with the business as a chore. When customers are forced to collect papers and record their own interactions with a company, it means a lot of homework before they can continue a business relationship.
It’s better if consumers can depend on care centers to provide details on transaction histories. Care agents can use CRM dashboards to pull up records and reference specific details when talking to individuals. As long as each care agent has access to the same system, the consumer knows they won’t have to repeat themselves or bring their own records to the table.
Share data with consumers
Often times, customers trust data more when they can see it themselves. If businesses are quick to share information with consumers, then audiences know brands have nothing to hide. Venture Beat said people often want as much data as possible about themselves and when companies can give customers insight into their own behaviors, it makes both parties seem like partners working on similar goals.
Depending on the industry, the details data records provide can give consumers a look at their financial planning, energy use or entertainment options. The more they know, the easier it is for the customer to make informed decisions.
When consumers call, text or email asking for information on history, it’s a chance for care agents to emphasize brand value. Financial records can show them how much they saved and product details should highlight quality.
If millennials want convenience, companies need to let them know how easy it is to get started. Initial marketing efforts and customer-facing online content must be simple to find and understand. Educational content also has to be accurate.
Marketing and customer care departments need to be in sync, so there is no dissonance between what consumers expect from convenient service and what they receive. At the same time, when care solutions prove especially popular or effective, the details may make great materials for future advertising campaigns to appeal to new audiences.