Number Of Channels Used To Communicate With Service Providers By Generation [CHART]


Millennials (aged 18-30) are using more channels than ever to contact financial service, telecom, travel, insurance, and healthcare providers, and they are spurring adoption of alternative channels such as SMS, smartphone applications, and social networks, finds a [download page] NICE Systems survey of US, UK and Australian consumers released in June 2012. On average, 18-30-year-olds have used 6.3 channels to interact with service providers, compared to 5.2 for 46-65-year-olds. And on a monthly basis, the younger set is using an average of 3.6 channels to contact providers, compared to 2.2 for 46-65-year-olds. In fact, between one-quarter and one-third of Millennials say they are frequently using channels such as: live chat or virtual assistant on websites; SMS; smartphone apps; service kiosks; social networks; and online communities sponsored by providers. Read the rest at MarketingCharts.