Seeing more emojis and informal speech in electronic communications with your customers? Noticing young adult customers prefer to interact with your company online more often than by phone? If traditional outreach options aren’t connecting optimally with members of the youngest adult generation, called Gen Z, it could be due to a disconnect in communication styles and customer service expectations.
Understanding the Communication Preferences of Gen Z
Over 20% of the US population is a member of Gen Z, a generation that cares greatly about their customer service experiences. As digital natives, they love quick, informal online interactions through social media and other platforms; these interactions may include emojis and informal speech to express their authentic selves. This approach extends to their interactions with companies, which they also expect to be authentic.
Gen Z customers want quick, effective service from ethical companies through online support and self-service options, their preferred forms of interaction. These options allow them to interact with companies without having to communicate through live voice, which they may find stressful. Incorporating these insights could help collectors connect more strongly with Gen Z customers.
How CBE Customer Solutions Adapts to the Needs of Gen Z Customers
At CBE Customer Solutions, our agents understand that a variety of communication styles and payment options appeal to customers of different generations, including Gen Z, letting customers find the right fit for them. For an authentic customer experience, our agents focus on empathy and connecting with the customer on a human level. CBE also offers omni-channel communications, including live voice, letters, and SMS text, email, and chat capabilities (when allowable). CBE’s self-service payment options include our smart IVR phone payment offering and our online payment portal, both available 24 hours a day for customer convenience. These varied offerings allow Gen Z customers to choose the options that best fit their preferences, providing them with an optimal customer service experience.
In an ever-evolving digital landscape, it’s crucial to adapt to the preferences of all customer demographics, particularly those of Gen Z. By embracing diverse communication channels and offering flexible payment options, CBE Companies ensures that every interaction is as convenient and authentic as possible for this tech-savvy generation. As we continue to evolve our services, we remain committed to meeting customers where they are—online, on the phone, or through self-service—ensuring a seamless and satisfying experience for all.