How Are Gen Z Changing The Way We Communicate?

​Are the twenty-somethings in your office confused by their older colleagues leaving long voicemails or chasing up work via email? 


As the first generation of digital natives enters the market as both a consumer and an employee, it’s time to make sure your UC is on par. That means updating your customer journey and communications strategy to cater to a tech-savvy audience. Whilst avoiding disengaging older colleagues and customers. It’s a challenge, but one that’s easily handled with the right tools.

In this post, we’re diving into the ways Gen-Z is shaking up workplace communication. Keep reading to find out how to prepare for them.

Who Are Gen-Z?

Gen-Z includes anyone born in 1997 or later. That may seem young but they’re already a force to be reckoned with. Gen-Z is the largest generation in human history and contributes around 44 billion to the economy. Over the next 10 years, 1.3 billion Gen-Z’ers will enter the workforce- hence why it’s so important to start adapting now. 

​Colloquially known as ‘Zoomers,’ this is the first generation to grow up in a truly digitised world. From conversations to shopping carts, almost all physical elements Gen-Z encounters have a digital counterpart, so for them, the lines between offline and online are well and truly blurred. 

Studies show that 95% of Gen-Z own a smartphone, 83% own a laptop, and 57% have a desktop computer. 29% use their smartphone past midnight on a nightly basis. Leaders in the workplace should take advantage of this so-called ‘tech dependency’ to help Gen-Z reach their potential as employees and consumers. ​

​​Leverage the Right Technology
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Leveraging the right technology is crucial to winning over the younger generation. As a starting point, you need to make sure you have UC tools that enable communications across a multitude of channels. ​

​In the workplace, studies have shown that Gen-Z’s most effective tools are:
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• Mobile apps: for company messaging and colleague interactions
• Social media: for company branding and news
• Text messaging: for emergencies

​​Whilst email and calls are still utilised, 64% of Gen-Z are mobile-first consumers, and favour tools that allow for instant communication. But note that with this comes an expectation for instant responses, which businesses need to take into account. Particularly when it comes to customer experiences. Gen-Z friendly CX strategies need to offer:

• Live Chat with 24/7 support or chatbot integrations as a minimum
• Social media messaging on core platforms like Facebook and Instagram
• Call back scheduling to minimise the time spent waiting on the phone
• SMS support to seamlessly enable customer contact without disrupting the day

When it comes to technology, businesses need to remember that the younger generation are early adopters. Meaning the tools they use to work and shop can change virtually overnight. Consequently, adopting a centralised CRM system that integrates with your existing communications tools is a must. Collect and store all your data in one place, making it easier to analyse and spot changing trends.

The Technology Group can help you bridge the gaps in your communications strategy with a wide range of cloud-based tools that make it connect with Gen-Z in and out of the office. Our hosted unified communications systems are device-agnostic and include all the features you need to future proof your business for future generations. 

Employees can use one phone number wherever they go and on whichever device they choose. Consumers can reach you on multiple channels without needing to wait around. The bottom line? Everyone communicates in the manner and style they prefer. ​

Video Or Face-to-Face Communication: What’s the Difference? 

Flashback to 10 years ago and video conferencing was confined to large enterprises or the C suite. If you we’re really lucky, you had a single conference room at the office, that required 4 months of advanced booking! 

Fast forward to 2021 and video is booming. With developments in Web RTC technology enabling platforms like Facebook and Whatsapp to provide free, single click conferencing, Gen-Z is well accustomed to connecting in a virtual space. And this has only been exacerbated by the pandemic, which has confined many of us to remote offices for the past year.
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A recent study by GenGuru found that 84% of Gen-Z still prefer in-person communication to email or texting. But more interesting is that Gen-Z defined ‘in person’ as including Zoom, Hangouts and Whatsapp. Employers and Marketers take note: this is a generation that views face-to-face communication as either FaceTiming or being in the same room.

In the workplace, the solution is simple: make Web Meetings a core component of your communications strategy and you’ll have a highly engaged young workforce on your hands. Ensure that important meetings, particularly those centred around employee development are done ‘face-to-face’ and consider switching from calls to video for younger workers. Just don’t forget to tailor your approach- established employees will still prefer email and calls. 

Introducing video to consumer spaces is more challenging but worth the effort. As experience led consumers, Gen-Z favour interactive brand-led experiences, but crucially they don’t head into the store until they’re ready to purchase. So reach them where they are: online. Consider live video-based product demo’s, consultations and webinars. With leading UC solutions like 3CX letting you add on-demand video calling to your website, it’s never been easier. ​

Key Takeaways

Gen-Z is taking their first steps into the market and it’s time you started to prepare. Our advice? Focus on these 4 areas to ensure you’re ready for generation digital:

1. Use your CRM to track your customer journey and keep up-to-date with changing generational trends.
2. Offer a range of communications tools for both workers and consumers, prioritising video, chat and SMS.
3. Make sure you’re available on-demand. Gen-Z wants instant responses so use a chatbot or extended support hours to cater to their needs. 
4. Be active online. Extend your customer service to popular Gen-Z platforms like Instagram and Facebook to boost brand engagement.

Need help getting in shape? Give us a call. With a flexible managed unified communications solution from The Technology Group, you can tailor your communications strategy to tech-savvy Gen-Z’ers and their less techy counterparts. When workers have the tools to work and collaborate in their personal style, they’ll become more efficient, perform better and contribute more towards your bottom line.

Find out more about our managed hosted packages here or get in touch to discover how we can enhance your communications.