Is Your Technology Keeping Up with Millennials and Gen Z?
Communication preferences vary from business to business – but also consumer to consumer. Depending on your business line (and sometimes even despite it), understanding how your customers want to engage with you is a critical component that every organization should be asking.
"...understanding how your customers want to engage with you is a critical component that every organization should be asking."
As more and more millennials have entered the workforce, they have become the majority and soon-to-be majority in consumer buying power. Businesses need to address communication styles and lifecycle pathways (buying, business communications, support, etc.) that match with the millennials “technology adjusted” mindset not to mention the upcoming Gen Z’s mindset of “expected technology” – considering they’ve never lived without the Internet.
Ask a millennial you know – what would they prefer to do, make a phone call, chat, or send a text? Compared to other generations, surveys and reports are showing that the millennials prefer a text. Not only does it save them time, it can also save your business time and drive efficiencies.
Not only are Millennials and Gen Z’s beginning to expect this type of technology – all generations are starting to become accustomed to it. We are all familiar with Amazon Prime – and are accustomed to completing certain tasks on our own, rather than having to call or show up in person like we used to.
By automating general inquiries, checking on wait lists, surveys, or general account information, CPaaS (or mass text/chat/voice) platforms can make a tremendous impact on your operational efficiencies and improve customer experience.
The only limit is your imagination when it comes to dramatically making changes in your environment using technology.
In CPaaS, there are really two different ways that an organization can consume or deploy this in their environment. The first is a traditional player, like Twilio. Twilio and the traditional players tend to focus on organizations having their own developers or outsourcing the development – they truly provide the platform, not the creation and management of solutions. Secondly, a few companies are starting to create packages that are more friendly for small to medium sized organizations – and offer a fully managed solution. This allows organizations that don’t have the developers or the CAPEX in house, access to CPaaS solutions that traditionally weren’t viable. Thereby, increasing their capabilities and improving their competitiveness in their respective markets. That’s a game changer!
Our team of expert communication engineers can help guide you down the journey of re-imagining your organization in a technology first environment. Contact us today. To speak with a consultant, call 800.815.3320 OR email [email protected]