Millennials vs Gen Z – Key Differences in Customer Service Expecations

Great customer service is key for businesses of any size. In fact, 86% of customers would pay more for better service. As Gen Z and Millennials make up more than 50% of today’s market, so understanding their expectations is a must.

Millennials want fast, personalized service, while Gen Z prefers authentic, transparent interactions and self-service options. Both these generations grew up with technology and expect quick, easy solutions.

By adapting to what each group values, businesses can provide better experiences, build trust, and increase customer loyalty. Knowing how to meet these expectations will help businesses succeed and stand out in the market.

The crux

Aspect	Millennials (1981–1996)	Gen Z (1997–2012)
Birth years	Born between 1981 and 1996	Born between 1997 and 2012
Digital experience	Grew up with the rise of the internet and social media. They adapted to technology over time.	Digital natives who have never known a world without internet, mobile devices, and instant connectivity.
Customer service speed	Demand quick responses and real-time solutions.	Prefer fast responses but are more willing to wait for quality service.
Communication style	Value phone and email support but have embraced live chat and social media.	Strong preference for live chat, social media, and self-service options.
Service expectations	Higher expectations for personalized and empathetic service.	Seek authenticity, transparency, and efficiency.
Brand loyalty	More likely to stick with brands that deliver consistent service and loyalty rewards.	Less brand loyal; quickly shift to competitors if expectations aren’t met.
Problem-solving approach	Expect proactive service and follow-ups from brands.	Prefer self-service tools and resources to solve issues independently.
Feedback habits	Provide feedback through formal surveys or reviews.	Frequently share opinions on social media and prefer quick, interactive feedback methods.
Workplace traits in general	Hardworking, disciplined, and adaptable to evolving workplace norms.	Innovative, confident, and pragmatic, focused on finding efficient solutions.

Though just a generation apart, Millennials and Gen Z have shockingly different perspectives on customer service. But what causes these differences? Let’s dive into the key factors and learn how to meet their unique expectations.

Basic differences between Millennials and Gen Z customers

Millennials and Gen Z customers have unique preferences and expectations that shape how they interact with brands. As businesses adapt to changing customer needs, it’s important to understand what sets these generations apart.

Here are the key differences between Millennials and Gen Z.

What is a Millennial and the Millennial age range?

Millennials, also known as Generation Y, were born between 1981 and 1996. They come after Generation X and before Gen Z. In 2024, Millennials are between 28 and 43 years old.

This generation experienced the rise of technology during their teens and adulthood. In many underdeveloped or previously underdeveloped countries, millennials didn’t have easy access to technology in their early years. These regions missed out on the tech revolution of that era.

However, in the last 15–20 years, technology has become widely available. It made most millennials comfortable with digital tools today.

While shopping, Millennials are influenced by:

• Online reviews and feedback from trusted sources.
• Personalized recommendations tailored to their preferences.
• Experiences and quality, focusing on value over cost.
• Brand reputation with reliability and trustworthiness.
• Technology and convenience.

What is Generation Z and the Gen Z age range?

Gen Z, also called Zoomers, includes people born between 1997 and 2012. They come after Millennials and before Generation Alpha. In 2024, Gen Z’s ages range from 12 to 27 years old.

They are the first generation to grow up surrounded all by technology. They’ve always had smartphones, social media, and the internet at their fingertips.

This group expects customer service to be fast and efficient, with personalized experiences that feel unique to them. Also, they research products online before making a purchase and rely heavily on social media and online reviews for guidance.

When shopping, Gen Z is influenced by:

• Their social media friends, peers in general, and word-of-mouth recommendations.
• Trending social media content that catches their attention.
• Ethical considerations, like sustainability, and fair practices.

How to Meet customer service expectations of Millennials vs Gen Z

Let’s take a look at strategies for meeting the expectations of both these customer groups.

• Use technology for fast service: Gen Z expects instant responses, often through social media or live chat. Millennials also want fast service but are more open to email or phone support, in addition to chatbots and AI assistants for quick answers.
• Personalize the experience: Both groups appreciate personalization, but Gen Z values brands that align with their values and are authentic. Millennials prefer a tailored experience but are more likely to stay loyal to brands that offer consistent, quality service.
• Be honest and transparent: Gen Z highly values transparency and expects businesses to be open about their practices, especially on social media. Millennials also care about honesty but are more likely to stick with brands they trust over time.

Best practices for delivering an exceptional customer service experience

In order to deliver exceptional customer service for Gen Z and Millennials, businesses need to adopt a holistic approach. An approach that takes into account the unique needs and preferences of these groups.

• One best practice is to use an omnichannel support approach. Provide customers with the option to reach out via every way possible like phone calls, email, forum, chat, open ticket option, and social media. This allows customers to choose the method that is most convenient for them and ensures that their needs are met on time.

• Train and build a strong customer support team. Teach them to be fast with issue resolution. Tell them to be empathetic and understanding towards the customers. Majority of the time less empathy, and sloth replies create a bad customer experience.
  
• Equip support agents with all the necessary tools, knowledgebase, courses, mentorship, and other key resources they need to handle customer inquiries and complaints.
  
• Encourage support agents to take a personalized approach. Use AI in helpdesk solutions for fine-tuning ticket replies, summarizing tickets, and customer tone analysis to run smooth interactions with customers.

• Businesses need to be proactive in seeking feedback from their customers to serve better. This includes conducting surveys and focus groups, as well as monitoring online reviews and social media posts. Use customer feedback forms to collect feedback from customers regularly. This will help your business to identify areas of improvement and make the necessary changes.

Role of social media in customer service for Millennials vs Gen Z

Gen Z prefers social media for almost everything, including customer support. They use it to ask questions, share feedback, or complain, expecting replies within minutes. Businesses need to respond to customer inquiries and complaints quickly.

A report shows that “90% of Gen Zers feel the overall presence on social media impacts their trust in a brand.” Although, millennials also turn to social media presence for validation but not as much as Gen Zers.

For Gen Z, engaging and relatable content is key to building brand loyalty. They are drawn to brands that show authenticity, ethical concerns, and connect with their values. According to Kadence, “Around 61% of Gen Z makes purchases influenced by social media”.

Millennials also value engaging posts but are more likely to be loyal if brands offer good service consistently and promotions.

Social network user age group demographics

	13-17	18-25	26-34	35-44	45-54	55+
Facebook	11%	29%	23%	18%	12%	7%
Twitter	4%	13%	30%	27%	17%	9%
Google+	9%	23%	35%	15%	11%	7%
LinkedIn	0%	18.1%	31.2%	24.8%	15%	10.5%
Pinterest	3%	6%	28%	28%	25%	11%

Impact of COVID-19 on customer service for Gen Z and Millennials

The COVID-19 pandemic has had a significant impact on customer service for Gen Z and Millennials. With many businesses closed or operating at reduced capacity, customers have had to rely more on digital channels for customer service.

Which has led to an increase in demand for chatbots, AI-powered helpdesk, virtual assistants, and self-service options. Moreover, the pandemic has led to an increase in anxiety and stress among customers. This has changed the expectations and consumerism in a lot of ways.

Here are some key ways the pandemic reshaped Millennials vs Gen Z expectations for customer service:

Millennials

• Adopted more online support but still value phone and email options.
• Higher expectations for speed after dealing with pandemic delays.
• Prioritized consistency, sticking with brands that remained reliable.

Gen Z

• Greater reliance on digital channels like social media and live chat for support.
• Demand for transparency in brand communication about policies and delays.
• Increased focus on values, preferring socially responsible brands.

Future of customer service for Gen Z and Millennials

As technology continues to evolve, so too will the customer service experience for Gen Z and Millennials. Businesses need to stay on top of the latest trends and technologies to meet the expectations of these groups.

• A trend to watch is the increased use of virtual reality and augmented reality in customer service. These technologies have the potential to provide immersive and personalized experiences for customers. Businesses that adopt them will have a competitive advantage.

• Increase the use of voice assistants like Amazon Alexa and Google Home. This technology makes it easier for customers to access customer service and can provide more efficient service.

• Offering an exceptional customer service experience for Gen Z and Millennials requires a deep understanding of their unique needs and preferences. Also, it needs a willingness to adopt new technologies and strategies.

Importance of empathy and understanding in customer service for Gen Z and Millennials

Empathy and understanding are critical components of customer service for Gen Z and Millennials. These groups appreciate when support staff shows empathy, and businesses take the time to understand their unique needs or preferences.

• One way to show empathy and understanding is to actively listen to customers and acknowledge their concerns. This can be done through the use of active listening techniques such as repeating what the customer has said and asking open-ended questions.

• Give customer support staff the right tools and resources they need to handle customer inquiries and complaints. This can include providing training on customer service best practices, as well as providing access to relevant customer data and analytics.

• Lastly, businesses should encourage customer support staff to take a personalized approach to their interactions with customers. This includes using the customer’s name, remembering their previous interactions, and making recommendations based on their previous purchases or interests.

Thoughts on customer service entering the Gen Alpha era

Generation Alpha, in short, Gen Alpha, born from 2010 to 2025. So in 2024, they are now in the age range of 9 to 14 years old. This generation more like Gen Z will likely expect even faster, AI-powered customer service for everything.

With technology at their fingertips, they’ll want quick, personalized solutions without waiting for a real person to try to resolve issues for them, especially in tech-based solutions. Companies should prepare by offering AI support that feels natural and smooth.

Gen Alpha values convenience, so giving them an easy, automated option right away will keep them happy. Businesses must make sure AI can handle the majority of the issues, only bringing in humans when someone asks for that.

Wrapping up

Finally, to give exceptional customer support for both Gen Z and Millennials requires a well-rounded approach that balances technology and human interaction.

Businesses must understand the unique needs and preferences of these generations. Also, we need to be willing to adopt new technologies and strategies to meet the expectations of all types of customers.

To provide the best customer experience, businesses must leverage technology while also prioritizing human interaction. Offering 24/7 chatbots is acceptable, but it is important to ensure that customers have access to real, live human agents if they encounter problems.

Furthermore, businesses should strive to personalize the experience, be transparent and honest, provide multi-channel support, and show empathy and understanding.

Thank you for reading. Stay tuned with Fluent Support for more useful blogs like this.