Millennials and Gen Z Driving Major Shifts in Customer Expectations According to a New Study Commissioned by Zendesk
Zendesk, Inc. (ZEN)
Last zendesk, inc. earnings: 4/30 04:16 pm
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Source: Business Wire
Survey of consumers in the U.S., UK, France and Germany shows the business impact of customer service SAN FRANCISCO--(BUSINESS WIRE)-- Zendesk, Inc. (NYSE: ZEN) today released a new study that quantifies the business impact of customer service in the U.S., UK, France and Germany. Based on surveys of more than 2,500 consumers in four countries, the findings revealed generational differences in customer support channel preferences. Channels other than email and phone continue to gain popularity, especially among Millennials and Gen Z who have distinct preferences and expectations compared to Gen X and Baby Boomers. According to this study, 67 percent of U.S. respondents have used live chat, social media, or texting for customer service. Among Gen Z and Millennials, 46 percent and 47 percent respectively have used social media to communicate with customer service in the past year -- compared to
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