After you market to millennials do you know how to properly respond to their most common customer concerns? We’ve written before about  how unique, yet diverse this emerging demographic is. The one consistent driver is their love for technology, and if you are using digital channels to target and engage them, then why not also use it to provide customer service and win their loyalty?

Currently more than 80%of millennials use social media to interact with customer service. This large percentage should not be a surprise since millennials are also on their smartphone an average of 14.5 hours per week mostly texting, talking and communicating with one another on social media.

Some interesting statistics on the social media platforms millennials use to interact with customer service:

  • 78% Facebook
  • 43% Twitter
  • 25% Instagram
  • 18% Yelp
  • 13% LinkedIn
  • 22% expect a 10-minute response time on social media.

But social is not the only way to provide excellent customer service to millennials. Over-the-phone and live chat also count for a significant portion of customer service inquiries from this population. See below to learn how to build an integrated approach to solving millennial’s customer concerns and keeping them loyal to your brand.


customer service