When you see hash tags being used in traditional media to target the 16-24 crowd, you might start to assume that the said demographic would set the highest bar for engagement by brands via Twitter. Apparently, that’s not so. According to a study by Maritz Research and evolve24, expectations for Twitter as a channel for customer service increased with age.

Nowadays customer service usually means talking to a robot.

Maybe that finding has less to do with Twitter and more to do with the fact that the younger you are, the more you are used to terrible customer service. Even though the fabric of today’s customer service is comprised mostly of automated voice mail, dropped calls, and outsourced service reps, there is still people out there that remember a time when it was possible to talk to an actual person. With social media, that expectation lives on.