Jim Iyoob is Chief Customer Officer for Etech Global Services. Jim has 20+ years of contact center outsourcing experience in inbound, outbound, chat and social media operations, and is a respected speaker, author and subject-matter expert for call center solutions.

How Do Millennials Perceive Live Chat

Millennials Perceive Live Chat
Millennials are transforming customer service interactions without concern for Gen X convenience. The current trend for the tech-savvy Millennials is avoiding customer service phone calls and engaging in other communication methods, such as live chat, texting, and social media. Tailoring internal technical support services to best meet the prospects of a multigenerational workforce encompasses understanding the complex needs of Millennials.

Customer Service Expectations

Millennials have high expectations for customer service communications, especially how promptly a brand responds to their demands. Understanding that technology facilitates instant communication and immediate gratification drives the ease of live chat along with buying influence of approximately $2.45 trillion worldwide on social media. In fact, when millennials interact with brands and businesses online, over 62 percent like at least one brand on Facebook.

Servicing Millennials’ Needs

Millennials were born and raised during the boom of innovative technology. They consume and expect immediate access to data over multiple contact channels, and view high-quality customer service entirely different than preceding generations. Yet businesses still miss the mark for servicing millennials’ needs, such as:

  • Quick answers
  • More complex issues
  • Simple, succinct solutions
  • Casual but professional balance

Even though Millennials are not the only users of live chat, they are the most frequent. Companies hanging on to outdated tactics or that fail to adapt engaging customer service strategies will be left behind by these tech-savvy consumers.

The Urgency for Creating a Sophisticated Contact Center

The crucial question for companies as the millennials’ buying power increases is whether their contact centers are advanced enough to cater adequately to this generation. For example, do you boast omnichannel services, such as live chat, email, and SMS, to provide millennials with anywhere, anytime access to data? Does your social media software enable social customer care that generates real value? If not, you should start by focusing on the following top two methods to ensure your current contact center measures up for Millennials.

  1. Design Uniform Messaging: Whether through live chat, texting, mobile Web, or social media, Millennials want immediate answers. As a result, your organization has to implement uniform and consistent messaging across all of the various self-service and live channels to satisfy prospective consumers. When customers move between channels, they want a seamless experience. For instance, if a millennial is at work and needs to leave a live chat with a business abruptly, a phone call later that night should incorporate the details of the previous message.

  2. Social Media Engagement: It is pretty easy to spot Millennials as they swipe through their Instagram, Twitter, and Facebook feeds multiple times each day. Your business should leverage the power of social media to have meaningful, two-way discussions with your Millennial customers.

Offering a comprehensive variety of channels to contact your business makes millennials feel noticed and leads to a more significant return on investment. By providing more self-service features and channel choices, your customer service care specialists will be empowered with valuable, impactful, and relevant information to provide Millennial consumers with the autonomy, ease, and versatility of a digitally driven lifestyle that’s quickly becoming the global standard.

This blog is first published on LinkedIN

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