Contrary to popular belief, Millennials and Generation-Z still appreciate phone communication when it comes to making important decisions. Research refutes the blanket assumption that they exclusively prefer online interactions. A decade-old study revealed that when it comes to insurance, Millennials favored face-to-face and phone conversations over social media. Modern data supports this, showing that 86% of Generation-Z and younger Millennials prefer voice channels for customer service. This indicates a persistent desire for direct human interaction, especially for complex or urgent matters affecting their choices.
Millennials and Generation-Z do not inherently reject phone communication; they value direct, knowledgeable support when making important decisions, especially regarding complex matters like insurance.
A recent study shows 86% of Generation-Z and younger Millennials prefer voice channels for customer service, contradicting the narrative that these generations avoid phone calls.
#communication-trends #generational-preferences #customer-engagement #insurance-industry #voice-support
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