Industry Insights

Why does Gen Z demand exceptional customer support (+ their personal experiences)?

Adebukola Ajayi
May 8, 2023
I want more immediate responses. Nobody’s trying to contact customer service to wait for a 1hr response. If I wanted to wait for a text back, I’d text a Lagos MAN❤️” ~ a participant.

In recent years, Gen Z has emerged as a powerful and influential demographic group, with unique preferences and expectations that are reshaping many industries. One area where they are making their mark is customer service. The Gen Z squad has set high standards for speed, personalization, and cutting-edge technology, driving businesses to think outside the box and find innovative ways to connect with them. 

To get a better sense of how Gen Z's expectations are shaping the future of customer service, we conducted a survey to gather further insights and perspectives on this topic. The results were eye-opening, revealing a range of trends and attitudes shaping the future of customer support.  From lightning-fast response times to hyper-personalized interactions, it's clear that Gen Z wants it all – and they want it now.

In this article, we will delve into the key findings from our survey and explore how businesses can adapt to meet the needs of this demanding and dynamic demographic. We will also take a closer look at the emergence of chatbots and social media and examine how these technologies are shaping the future of customer support for Gen Z. So buckle up and get ready to learn how to impress these young guns with your top-notch customer service skills.

The changing face of customer service.

Customer service has always been a vital part of any business, as it plays a crucial role in maintaining customer loyalty and satisfaction. However, customer service has undergone a significant transformation in recent years, largely due to the impact of a new generation of customers.

This generation has grown up in a world where technology is ubiquitous and instant gratification is the norm. As a result, they have come to expect a level of service that is faster, more personalized, and more convenient than ever before. In the past, customer service was often seen as a necessary but somewhat tedious aspect of business operations - this was the norm.

However, as competition has increased and customers have become more demanding, businesses have had to up their game when it comes to customer support. Today, customer service is recognized as a key driver of customer loyalty and advocacy, with businesses investing significant resources in developing effective and efficient support systems.

According to our recent survey, Gen Z is more likely than any other generation to seek out self-service options when it comes to customer support. In fact, 60% of Gen Z respondents said they prefer to solve their own problems using self-service options, such as FAQs or knowledge bases, before reaching out to a customer service representative. This trend has led to a surge in the use of chatbots and customer engagement tools, as businesses strive to meet the demands of this tech-savvy generation.

Gen Z's impact on the customer service industry has been significant and far-reaching. From the rise of self-service options to the growing use of social media for customer support, businesses must adapt to meet the evolving needs of this demanding and tech-savvy demographic.

Gen Z's expectations for customer service.

According to our survey, Gen Z's expectations for customer service are significantly different from those of previous generations. They place a high emphasis on speed, convenience, and personalization when it comes to customer support.

In fact, 56.5% of Gen Z respondents said that they expect a response from customer service within 24 hours or less, while 26.1% expect a response within just a few hours. This is in stark contrast to previous generations who may have been more willing to wait several days for a response.

Moreover, Gen Z expects customer service to be available through multiple channels, including social media, email, chat, and phone. In our survey, 56.5% of Gen Z respondents said they prefer using email to reach out to customer support, while 13% prefer social media which shows that email is still a preferred channel of communication to social media.

Finally, personalization is another key factor that sets Gen Z's expectations apart. Our survey found that 72% of Gen Z respondents are more likely to be loyal to a brand that personalizes its customer service experience. This means that businesses need to pay close attention to customer preferences and tailor their support interactions to meet individual needs.

Gen Z's expectations for customer service are shaped by their desire for speed, convenience, and personalization. Businesses that can adapt to these expectations will be better equipped to connect with Gen Z customers and build long-term loyalty.

Most memorable Genz customer support experiences.

  • Chick fil A, I had told them about trouble with a previous order and was offered a free meal!
  • I asked to cancel my tv subscription and they got back to me immediately and I canceled my subscription.
  • The most memorable customer support experience I had was with Glovo. How calmly the lady spoke because she knew the rider was at fault and how what I wanted was made possible after and how I was compensated.
  • I had an issue with an Uber Eats driver and they resolved the matter almost immediately
  • It was with a bank, the woman was so rude and it took so much self-control not to cuss her out.
  • Calling about them making a wrong delivery of food I ordered and they delivered my order with an apology letter.
  • I have not had any exceptional customer support service.

The role of social media.

Social media has revolutionized the way customer service is provided. According to our survey, 90% of Gen Z respondents expect businesses to have a social media presence, and 13% prefer to contact customer service through social media. The impact of social media on customer service is two-fold. 

Firstly, it has greatly reduced response times. Social media platforms like Twitter and Facebook provide a fast and direct line of communication between customers and businesses, allowing for nearly instant responses. In fact, 56.5% of Gen Z respondents expect a response within 24 hours or less when contacting customer service. 

Secondly, social media has increased customer satisfaction by allowing for more personalized interactions. With social media, businesses can engage with customers on a more personal level, responding to their specific concerns and needs. Our survey found that 71% of Gen Z respondents feel more positive about a brand when they receive a personalized response from customer service on social media.

Overall, social media has become a critical component of effective customer service for Gen Z. Businesses that fail to leverage social media as a tool for providing fast and personalized customer support risk falling behind their competitors.

The future of customer service.

As Gen Z continues to shape the customer service industry, it's crucial for businesses to stay ahead of the curve and anticipate their needs. Our survey revealed two key areas where technology is expected to play a major role in the future of customer service: chatbots and customer engagement platforms.

Chatbots are a form of artificial intelligence that allows for automated customer interactions through messaging apps and websites. Our survey found that 30.4% of Gen Z respondents prefer using a chatbot to contact customer support. This indicates a growing acceptance and expectation for chatbot technology in customer service. In suggestion, respondents would like to have more self-service options like a chatbot to communicate. 

Another emerging trend in customer service is the use of customer engagement platforms. These platforms provide a unified interface for businesses to manage customer interactions across various channels, including social media, messaging apps, and email. Our survey found that 56.5% prefer to receive their support updates via email while 30.4% prefer to be updated via text. The only way to effectively manage the multiple channels of communication is by streamlining them to a shared inbox. In order to meet the demands of 56.5% who prefer immediate responses.

As businesses look to the future of customer service, it's clear that technology will play an increasingly important role in meeting the expectations of Gen Z consumers. By leveraging chatbots and customer engagement platforms, businesses can provide faster, more personalized, and more convenient customer service experiences.

How do you think customer support should adapt to meet the needs of Gen Z - in their words?

  • Respond quicker, and sound more welcoming/ friendly.
  • Be more flexible with alternative solutions.
  • Responses via text message would be better than email.
  • Go straight to the point when answering… don’t be shady… actually, solve the problem.
  • Make a customer support form so you don't have to talk to people. Or at least keep it text/email.
  • More texting, I hate making phone calls.
  • Should be more understanding and chill.

Key takeaways

  • Gen Z's digital native background: Gen Z has grown up in a digitally connected world, where online interactions are an integral part of their lives. This upbringing has shaped their expectations for instant and seamless customer support experiences.
  • Importance of instant gratification: Gen Z values prompt and efficient customer support. They expect quick responses and resolutions to their inquiries or issues, reflecting their desire for instant gratification in a fast-paced digital environment.
  • Individuality and personalized support: Gen Z seeks personalized experiences and wants to be treated as unique individuals. They appreciate customized solutions and tailored assistance that cater to their specific needs and preferences.
  • Influence of social media: Social media plays a significant role in shaping Gen Z's perceptions and expectations of customer support. They rely on platforms like Twitter, Instagram, and online reviews to voice their opinions, share experiences, and seek resolutions. Businesses must actively engage and address customer concerns on these platforms to maintain a positive brand image among Gen Z consumers.

In conclusion, Gen Z's impact on the customer service industry cannot be ignored. This generation has unique preferences and high expectations when it comes to speed, convenience, and personalization. They also heavily rely on social media as a means of communication and expect quick and efficient responses from businesses.

To meet Gen Z's expectations for customer service, businesses need to adapt and innovate. This means leveraging technology such as chatbots and customer engagement platforms, as well as providing personalized and efficient service through various channels. It's also important to have a strong social media presence and respond to inquiries quickly and effectively.

Overall, businesses that are able to meet the demands of Gen Z are more likely to build loyalty and long-lasting relationships with this influential demographic group. By staying ahead of the curve and continuously improving their customer service practices, businesses can thrive in a world dominated by Gen Z consumers.

If you're ready to meet the demands of this influential demographic, sign up for our 14-day free trial and get started today.

Adebukola Ajayi
Content Marketing Manager, Simpu
I am a writer who loves to watch modern family and friends during my free time.

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