Picture client service in the eighties or nineties. <\/p>\n\n\n\n
You’d call a helpline, wait on hold, speak to one representative, and accept whatever solution they offered. <\/p>\n\n\n\n
Frustrations aside, the process felt predictable \u2013 but for most of Gen Y and Gen Z, this scenario feels almost unimaginable. <\/p>\n\n\n\n
Suggesting they “call someone” might earn you nothing but a blank stare \u2013 or even mild horror \u2013 at the thought of having to speak to a real person on the phone. <\/p>\n\n\n\n
Yes, client service has evolved. Today\u2019s consumers expect more than phone queues and generic email responses. <\/p>\n\n\n\n
While some thrive with dynamic, tech-enabled service, businesses relying on outdated methods are falling behind.<\/p>\n\n\n\n
Younger clients have less patience and higher expectations. And yet many businesses still misunderstand their needs.<\/p>\n\n\n\n
According to Gartner research<\/a>, adapting to Gen Zs’ and millennials’ service preferences is crucial for business success.\u00a0<\/p>\n\n\n\n Each generation has unique needs, motivators, and communication preferences.<\/p>\n\n\n\n \u201cOur goal is to use the data at our disposal to improve each member’s healthcare experience, not just their claim history,\u201d explains Shabana Patel, Senior Manager: Data Strategy at Medihelp Medical Scheme<\/a>.\u00a0<\/p>\n\n\n\n \u201cWhen you know even a little bit about someone, you can communicate in a way that is more relevant, timely, and ultimately supportive.\u201d <\/p>\n\n\n\n This approach reflects a broader shift toward personalised, values-driven service delivery, which can transform both member care and stakeholder engagement.<\/p>\n\n\n\n Traditional client service changed completely when digital channels started to gain traction, coinciding with millennials’ coming of age. <\/p>\n\n\n\n Client experience research points out that this shift has shaped their service expectations<\/a>, making them bear little resemblance to those of older generations.<\/p>\n\n\n\n This generation has known little stability in service quality, especially from a digital perspective. <\/p>\n\n\n\n They experienced the transition from analogue to digital client service, and they’ve never quite felt as though businesses truly understood their needs.<\/p>\n\n\n\n If millennials feel that their time and concerns aren’t valued, it can lead to heightened stress and service abandonment.<\/p>\n\n\n\n To avoid this, it is important to understand the following:<\/p>\n\n\n\n Studies show that many juggle work communications, personal obligations, and family responsibilities while also seeking quick, efficient client support<\/a>.<\/p>\n\n\n\n They’re already frustrated because they could have Googled their problem, used your app, or asked an AI chatbot instead. <\/p>\n\n\n\n When they do reach out for human help, they need you to prove why this interaction is worth their time by providing immediate, personalised attention. <\/p>\n\n\n\n Their need for authentic connection<\/a> drives them to seek human touchpoints, but they want these interactions to be meaningful and efficient.<\/p>\n\n\n\n At Medihelp, this is already standard practice. <\/p>\n\n\n\n \u201cWe recognise that even digitally confident members may hesitate to reach out if they fear being misunderstood,\u201d notes Patel. <\/p>\n\n\n\n \u201cThat\u2019s why our platforms, from live support to app nudges, are designed to feel like a helping hand, not a hurdle.\u201d<\/p>\n\n\n\n Gen Z is the first generation to have grown up in a world where instant, multi-platform client service was present from their very first purchase \u2013 and it shows. <\/p>\n\n\n\n Their digital upbringing has shaped their service expectations, communication habits, and satisfaction levels in ways that set them apart from previous generations.<\/p>\n\n\n\n This generation is more likely to disengage from brands after a single negative experience. <\/p>\n\n\n\n The constant exposure to social media and the never-ending stream of brand interactions and reviews has made them extremely sensitive to service quality<\/a>.\u00a0<\/p>\n\n\n\n Even small delays or inconsistencies can lead to public feedback or brand abandonment.<\/p>\n\n\n\nMillennials – Navigating a digital-first service world<\/h2>\n\n\n\n
What makes millennials frustrated with service?<\/h2>\n\n\n\n
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How can businesses serve them better?<\/h2>\n\n\n\n
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Generation Z – The first omnichannel natives<\/h2>\n\n\n\n
What is frustrating Gen Z clients?<\/h2>\n\n\n\n