Everyone is talking about Millennials these days. It’s not just because of their mass adoption of smartphone technology – though that certainly doesn’t hurt. It’s because this digital savvy generation – born between 1980 and 2000- have overtaken Baby Boomers and become the largest consumer demographic, with estimated $1.4 trillion in annual buying power by 2020 (sources: Accenture).



Contact centers are bombarded with customer service calls every day. But Millennials are fast changing the rules and moving customer service into new spaces.  Millennials shun human interaction. They feel that customer service over the phone is not the best way to resolve their issue. They find calling customer service highly inconvenient. They are impatient and time sensitive. They epitomise the “on-demand generation”.


Whether businesses like it or not, their customer service must adapt to the needs of this new generation of consumers.  The volume of calls that contact centers receive will soon look small, when compared with the upcoming spike of message-based customer service queries which will come via communication platforms like Facebook Messenger, Apple Business Chat, WhatsApp, Twitter and others.  The data doesn’t lie – there are already over 2 billion monthly active users on Facebook and WhatsApp alone,  and it is anticipated that in 2019 100 trillion messages will be sent on mobile chat apps.


In the coming year, businesses must develop a strategy to deal with what will be immeasurable growth in customer service requests from channels and platforms which themselves have grown faster than anything we’ve ever seen before.


Intelligent chatbots are set to be crucial in this space. They offer 24/7 customer service, rapidly engaging Millennials, answering their queries as soon as they receive them and providing escalation if required. Chatbots will arm businesses with the ability to engage customers via these messaging apps.


Businesses must see this as an opportunity, be brave enough to embrace emerging technologies to connect with Millennials and tap into their huge spending capital. Failing to evolve could see companies risk their place in the industry.


If your business is not already talking about how to provide customer service to Millennials, it should be, now!