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I agree with you, but probably not for the same reason. I think Millennials are less comfortable talking with people and are willing to put up with less flexib
by tschwimmer 6y ago
I agree with you, but probably not for the same reason.
I think Millennials are less comfortable talking with people and are willing to put up with less flexible and less powerful automated solutions where their parents would not. Expect customer service to get even worse with automation, not better.
- yurishimo 6y agoI disagree with this being a millennial problem, but it's rather a Gen Z issue. I'm approaching 26 and still vastly prefer talking to people to solve my issues. Perhaps this is because I work in software and am aware of the massive pile of crap most phone trees are so there is some bias here. My go to solution to get a person on the phone is whenever a machine asks me "What can I help you with?", I purposefully mumble and make weird noises that it cannot understand. 2-3 repeats and it gives up and automatically passes me to an operator or CSR. I assume this is to better help the elderly or disabled but it sure is useful if you know it exists.