How Do Different Generations Use Customer Service?

Gen Z loves a text chat. Boomers prefer a phone call. And Millennials want answers, fast. If you are going to connect with these audiences, knowing how they prefer to communicate is a good place to start.

Why does it matter?

With so many ways to reach out – from texting to social media to the good old phone – customer service teams have to keep up.

That’s especially true since 60% of people across all ages say they feel a bit overlooked by customer service these days. These generational preferences matter when you’re deciding how to handle your customer support.

How different age groups reach out

The latest ContactBabel UK Customer Experience Decision-Makers’ Guide 2024-25, shows what people expect from customer service. Web chat, SMS, and social media are all on the rise, but many people still rely on more traditional ways.

Baby Boomers (Born 1946-1964)

Boomers typically prefer traditional communication channels, with phone support leading the way. They’re fans of:

• Talking to a real person
• Getting clear, detailed answers
• Following up with written info if needed

For many Boomers, speaking with a real person provides reassurance and clarity that automated systems cannot match. They’re more likely to wait on hold and engage in longer conversations to ensure their issues are fully resolved.

Generation X (Born 1965-1980)

Also known as the ‘bridge generation’, Gen X is comfortable switching between traditional and digital options:

• Email for keeping records
• Phone calls when it’s a complex issue
• Happy to use online tools
• Appreciates efficiency when it does not sacrifice quality

Gen X customers often start with digital channels but aren’t afraid to pick up the phone when needed. They value having options and typically choose their contact method based on the complexity of their issue.

Millennials (Born 1981-1996)

Digital natives who prioritise convenience and speed, Millennials expect:

• Omni-channel support options
• Quick response times
• Self-service solutions
• Mobile-friendly interfaces

This generation is comfortable switching between channels and expects companies to maintain conversation context across platforms. They’re likely to attempt solving problems independently before reaching out for support.

Generation Z (Born 1997-2012)

The most tech-savvy generation shows distinct preferences for:

• Messaging apps and chat
• Instant responses
• Support via social media
• Visual communication (including video tutorials)

Gen Z expects instant responses and is more likely to send a quick message, check social media or seek peer recommendations for answers. Fast, text-based replies work best for them.

Knowing your audience matters

Knowing what each generation prefers helps contact centres do a better job. It can guide decisions on:

• Where to put people and resources
• Which technologies to invest in
• Training that helps staff respond to different needs

This lets you design a support setup that works for everyone, leading to happier customers and better business results.

Delivering a customer experience that fits each generation

If you’ve got a mix of generations to support, here’s how to make it work:

• Offer omni-channel support
   Make it easy to get in touch in different ways – phone, email, chat, self-service, or social media – so no one’s left out.
• Train staff on preferences
   A bit of training goes a long way. Help your team understand different communication styles, and they’ll know just how to respond.
• Personalise the experience
   Use what you know to adjust your approach, whether it’s switching channels seamlessly or using a tone that fits.
• Keep an eye on what works
   Track which channels are popular, gather feedback and tweak your approach to keep improving.

Accessible customer service in action

Tailored solutions can make a real difference, as shown by a recent contact centre setup designed specifically for blind and partially sighted agents. This solution includes tools like text-to-speech prompts, easy-to-read visuals, and custom shortcuts to help agents work smoothly and confidently. Feedback from the organisation’s team highlights how this setup allows agents to deliver excellent service, regardless of their accessibility needs.

This approach shows the value of accessible technology in customer service. By equipping all agents with tools suited to their needs and offering support across generations, this solution is making customer interactions better and more inclusive for everyone.

The path forward

Customer support has been dragged into improving communication across channels. It’s never been more important for contact centres to understand generational differences and adapt to them.

Why have we written this article? Because a survey has shown that 60% of all generations feel underappreciated by customer service. We can go a long way to fixing that…

Connecting with every generation is about flexibility. If you can meet people where they are – with the right mix of channels and support – you’ll create a customer experience that’s easy and effective.

Fortunately, we have the technology to make multi-generational, omni-channel support seamless. Read more about Cirrus’ advanced contact centre solutions or call 0333 103 3333 to speak to our friendly team.