12
Younger customers are more likely to want support teams to offer personalized recommendations and keep track of the credit card from their last purchase. Interestingly, Gen Z and millennials are also most wary of data misuse—nearly a third of each group wants companies to keep as little information on hand as possible.
Which types of data do you expect your customer support agent to have access towhen you are communicatingwith them? Gen Z Millennials Gen X Baby Boomers
37%
40
33%
27%
27% 26%
30
25%
25% 26%
19%
17%
20
15%
10%
10
0
As little as possible; I’m not comfortable with companies having access to my data
Recommended items based on my purchase history
Credit card used for last purchase
Older generations are likely to care more about companies keeping track of their order history, order status, and personal details.
Which types of data do you expect your customer support agent to have access towhen you are communicatingwith them? Gen Z Millennials Gen X Baby Boomers
64%
70
60
52% 55%
49%
44%
50
38% 41%
40
33%
28% 31%
24%
30
20%
20
10
0
Status of my most recent order (incl. shipping, delivery, etc.)
Order history data
Personal details (address, date of birth, gender, etc.)
The Zendesk Customer Experience Trends Report 2019
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