Nowadays, customer service isn’t just a department, it tends to be the face of your business. And while word of mouth has always been powerful, thanks to the rise of social media and online reviews, customer experiences – good or bad – are now able to reach a much wider audience than ever before.
Today, everyone has a platform to share their feedback and opinions on how your business did when they interacted with them, and for certain businesses, reviews can literally make or break a business.
For example, according to Khoros, 86% of people say good customer service turns one-time clients into long-term brand champions. But what exactly defines “good customer service,” and does it mean the same thing for everyone?
To find out, we surveyed 2,000 Americans aged 18 and up to uncover how different generations experience and approach customer service. From the impact of remote work to preferences for communication methods, here’s what we learned.
How remote work is shaping customer service expectations across generations
Needless to say, remote work has transformed the way businesses operate post-pandemic, and it’s reshaping customer service expectations too. Some customers feel that customer service has improved thanks to greater accessibility, faster resolutions, and more personalized interactions.
Overall, roughly 33% of those we spoke with feel that customer service has improved, while a further 22% feel that it’s actually declined in recent years. Still, about 31% feel that it’s the same as it’s ever been, with no noticeable difference despite a swing towards online interactions.
However, opinions do vary, especially across different generations. Younger generations, particularly those aged 18-24, are most positive about the shift, with half saying customer service quality has improved – the highest amongst all age groups.
But it’s important to remember that this group grew up with digital tools like instant messaging, mobile apps, and social media, so they appreciate faster response times and online solutions.
On the other hand, older generations (55+) are less optimistic, with 37-39% saying service quality has stayed the same. And only 14% of those aged 65+ believe customer service has improved.
This could certainly reflect older generations’ familiarity and preference for traditional methods like in-person or phone interactions, which may feel less accessible in a remote, digital-first environment.
What do different generations want in customer service?
When it comes to customer service preferences, one size doesn’t fit all. From the methods of communication to the speed of response, each generation has its own preferences for how they interact with brands.
For example, 49% of respondents said they still prefer phone calls to interacting via email or through a chatbot, and this significantly increases with age, with as much as 66% of those 65+ preferring phone calls compared to just 34% of those aged 18-24.
This heavy reliance on phone calls among seniors continues to highlight how much they value direct, clear communication. And for many in this age group, phone interactions feel familiar and more reliable compared to newer digital options.
Conversely, younger generations (18-24) are twice as likely to use live chat or AI chatbots, appreciating their immediacy and convenience. This aligns with their experience as digital natives who expect fast, seamless communication.
Interestingly, in-person service remains a steady preference across all generations, reflecting the enduring value of face-to-face interactions for building trust and resolving complex issues.
What are the most common emotions experienced during customer service interactions?
Whether we like it or not, poor customer service interactions can often leave lasting impressions. And while great service can certainly build loyalty, frustrating experiences often drive customers away.
This feeling of frustration is most common among 45-54-year-olds, a group often balancing work, family, and tight schedules. Flagged by 35% as their most common feeling, delays or ineffective service can feel like a waste of their limited time.
But it doesn’t stop there, those sitting in the 45-54 age bracket also reported the highest levels of stress and anxiety (30% and 20% respectively), again flagging how modern customer service methods can be a struggle for some of us.
Perhaps more interestingly though, seniors (65+) appear more likely to report feelings of satisfaction and appreciation from modern customer service, with 30% reporting a satisfied outcome when interacting. This may reflect their lower frequency of service interactions and a tendency to value personalized, empathetic support when they do engage.
How does each generation handle complaints?
Honest feedback can help businesses improve and better meet customer needs. After all, sometimes, customer service doesn’t hit the mark and people feel compelled to let other potential buyers know by leaving a negative review.
Generally, younger generations are less inclined to complain publicly, with just 31% of 18-24-year-olds likely to leave a negative review. This may be because they prefer resolving issues through direct, private channels like live chat or social media DMs.
On the other hand, mid-life adults (45-54) are the most vocal, with nearly half saying they’d leave a negative review. This group’s familiarity with online review platforms, combined with their busier lives, might explain their readiness to warn others about poor experiences.
How businesses can improve their customer service
In many cases, understanding generational differences is the first step towards delivering exceptional customer service. The majority of customers now expect faster, more personalized experiences; however, you also need to know who your target audience is so you can tailor your service to their needs.
Thus, businesses need to adapt their strategies to meet these challenges, all of which can be helped by the following:
- Being flexible – as some customer service methods are preferred by certain generations, one of the best things you can do as a business is to offer multiple methods of contact. From traditional phone support to live chat and chatbots, providing various ways for customers to reach you will ensure that all age groups feel accommodated.
- Responding quickly – flagged as being important by all generations, timely responses are critical for creating positive customer experiences, regardless of the method, so make sure you have the infrastructure in place to handle all communications coming your business’s way.
- Personalizing interactions – much like fast response times, providing personalized interactions via customer data will allow your team to deliver tailored solutions for those reaching out to you.
- Training your team – at the end of the day, your customer service will only be as good as the training and equipment you give to your team, so be sure to equip your customer service staff with the tools and knowledge they need to deliver a great customer experience.
Boost your customer service with VoiceNation
So, now you know exactly how different American generations interact with customer service. Hopefully, this has given your business a better insight into how to operate your customer service team, but we also know how tricky this can be to do – especially if you’re only a small business.
But this is where VoiceNation can lend a hand!
Here at VoiceNation, we specialize in helping businesses build stronger and more responsive customer service teams. Our virtual receptionists are on hand to answer calls 24/7, and our live chat service can handle all your online interactions.
Get in touch today to learn more about how our team can help you grow your customer service reputation, and don’t forget to ask about our free trial period so you can try our services out before committing to anything.