Best Ways for Businesses to Contact Millennials = Social Media & Chat... Worst Way = Telephone Popularity of Business Contact Channels, by Age Which channels are most popular with your age-profiled customers? (% of contact centers) % of Centers Reporting Most Popular Contact Channels by Generation Internet / Electronic Smartphone Web Chat Social Media Messaging Application Telephone (e.g. email, SMS) Generation Y 24% 24% 21% 19% 12% st st rd th th (born 1981-1999) (1 choice) (1 choice) (3 choice) (4 choice) (5 choice) Generation X 21% 12% 28% 11% 29% rd th nd th st (born 1961-1980) (3 choice) (4 choice) (2 choice) (5 choice) (1 choice) Baby Boomers 7% 2% 24% 3% 64% rd th nd th st (born 1945-1960) (3 choice) (5 choice) (2 choice) (4 choice) (1 choice) Silent 2% 1% 6% 1% 90% Generation rd th nd th st (3 choice) (4 choice) (2 choice) (5 choice) (1 choice) (born before 1944) Source: “Global Contact Center Benchmarking Report,” Dimension Data, 2015. N = 717 Contact Centers, Global. Results are shown based on contact centers that actually tracked channel popularity. Percentage may not add up to 100 owing to rounding. KPCB INTERNET TRENDS 2016 | PAGE Generation Y is typically referred to as “Millennials” 107