Final thoughtsĪll these statistics show that people are ready for self-service customer support. ( Gartner)ĪI customer service is revolutionising how businesses serve the people who support them, collaborating with human employees to deliver rapid, convenient, and personalised assistance. By 2021, artificial intelligence will manage 15% of all customer support interactions, a 400% increase from 2017. This approach can help you increase customer retention across all generations, including Baby Boomers and Generation Z.Īnd here are some more statistics that underline the importance to create a knowledge base.

Millennials have high expectations from brands, whether they’re looking for information for personal purposes or work. Implementing Self-service support is a must for a generation that grew up surrounded by digital devices. In other words, your customers must have access to a user-friendly knowledge base, where they can find their answers fast, with no need for external help. You need to give them clear instructions, easy-to-follow user manuals, and an exhaustive collection of FAQs - all wrapped in a modern and intuitive product. You must provide your customers with excellent support with minimal human interaction to keep them hooked on your product.

78% of millennial customers have moved their business somewhere else after one single poor customer service experience.67% of them have increased their expectations in the past year regarding customer support.89% of millennial use a search engine to find answers before making a call to get customer service.

Using client base statistics