Self-Service — Industry Insights, Data, and Solutions For Business Leaders

Millennials and Gen Z Customers Prefer Third-Party Customer Service Channels, Says Gartner

A Gartner survey revealed that most millennials (62%) and Gen Z customers (75%) report they would use noncompany guidance (such as a subreddit, Google search or YouTube video) to self-resolve their issues either all or most of the time, even when they have the option of contacting customer service.

Future of WorkMelissa FisherApril 20, 2021Gartner, Customer behavior, Self-Service, Service Leaders, Digital Transformation