The telephone may still stand as today’s top communication choice for older consumers; however, with the right call center software solution, these typically traditional individuals can be easily brought over into the online realm. Confusion and usability are often cited as top reasons for older customers staying away from online service, but a recent study by Forrester (News - Alert) Research finds that the reasons why younger and older customers give up on an online purchase are often the same: lack of service. The data shows that over half (56) percent of Older Boomers (ages 57-67) will abandon an online service if they cannot quickly find an answer to a question. Compare this to 43 percent of Gen Z members (ages 18-23) and 54 percent of the older Golden Generation (aged 68+).