1. Digital and self-service approach

The millennial generation lives with digital devices, where they communicate, entertain, shop, map and learn. Therefore, they're naturally aligned and embraced digitally. When building the right experience for this new generation of customers, you have to think about how you can help them digitally and help them get there faster. They are used to using online self-service solutions, so they expect you to provide them with accurate and enough data to research before making a decision. They don't want to be slowed down by mandate processes that don't add value. It would be best if you didn't force them to use cumbersome technology or processes and expect them to figure out a workaround.

2. Authentic and Personal approach

No matter how epic or mundane, millennials crave adventure and discovery. Millennials see business travel as an opportunity, not a burden because they can experience new things. To them, shopping isn't just about buying things. They want an experience and be part of something bigger than just the purchase of goods. Help solve a problem or support a cause that's important to you. Your brand needs to be true to its word, true to its customers, and accurate to itself. Eating out for the millennial also means being adventurous and personal. Restaurants with personalized menus are appealing to them since they get to customize their food.

3. Value-driven approach

Millennial is highly motivated by your company's value since they choose companies, buy things, and interact with you based on how you relate to their beliefs and causes. Barkley's agency found that more than 50% of millennials support causes that matter to them when they purchase products. They're not just concerned with politics and ethics but also about what's genuine and authentic. It's a powerful force for motivating millennials. Getting your customers engaged becomes more critical as it becomes the leading way to tell them what your company stands for. Engagement with millennials isn't just about customer support but also communicating the purpose and intent of your impact loudly and clearly.

Final Thoughts

Millennials want to be heard

Millennials feel like their voices matter. Omnichannel's way of collecting and sharing information has enabled a collaborative buying process. Millennials want multiple communication channels, like e-mail and chat, as part of the buying process. Therefore, give them tools (not clunky systems) that let them share their views, ask questions, and get support easily. Use our DSM Suite 2.0+ Omnichannel to automate and streamline customer engagements across multiple channels. Apps like WeChat, Line, WhatsApp, and Messenger will all be integrated into one Inbox so that you will have all their messages and feedback at your fingertips.

With our DSM 2.0+ Omnichannel Support (powered by Zendesk), your customers and teams will be able to communicate seamlessly - all of which are integrated with your e-commerce site, CRM, and ERP, allowing you to get a complete digital solution in one place.

If you'd rather get started right away, you can just use Zendesk Suite (Support, Chat, Talk & Guide). Zooloo is a Zendesk partner, which means we can help you with everything from sales to consulting, implementation support and integration. Please contact us at sales@zooloo.asia.

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