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.

Tips for Using Live Chat and Social Media to Deliver Outstanding Customer Care to Millennials

live-chat-servicesMillennials make up most of today’s customer platform. They are diverse, often multilingual, and have short attention spans. This new generation of consumers are influenced by traditional and online care, presenting an entirely distinct set of challenges for business and brands. The draw for live chat popularity for Millennials focuses on factors to consider to meet their needs, such as how they expect to engage with the brands they buy, what they expect from customer service, what channels they want to use to contact customer support.

The Changing Environment of Customer Service

The traditional concept of what consumers expect from customer care has completely changed. As a unique generation, Millennials require customer care experiences unlike anything previous generations have encountered. Ways that the customer service has changed because of the demands of Millennials include:

  • Telephone: Ten minutes is the average amount of time Millennials will wait to speak to a representative on a customer service line. More than 50 percent inbound calls are from customers who visited the business’s website first.
  • Social Media: Millennials spend 14.5 hours each week accessing social media, talking, and texting on their smartphones. Eight of out 10 millennials use social media to interact with customer service and check social media on their phones, 43 times a day on average.
  • Live Chat: Millennials use media approximately nine hours a day, or 67 hours a week, with about 35 hours a week using digital media and over 32 hours weekly managing traditional media.

Although live chat is popular for Millennials, only two percent of retailers extend live chat 24 hours a day, seven days a week. You’ll keep Millennial consumers satisfied and loyal when you integrate technology and personalized live chat customer service.

Tips for Cashing in on Live Chat for Millennials

Live chat is currently the Millennials’ favorite communication channel, and it is only expected to increase in popularity as the generation ages. In fact, over half of all Millennials favor live chat over speaking on the phone with a business, as compared to 27 percent of Baby Boomers and Gen Xers. This means that if your organization is not thinking about the needs of Millennials when designing your live chat channels, you are potentially missing out on a viable, influential, and evolving demographic. Following are some tips to ensure your live chat channel coordinates with expectations and demands of Millennials.

  • Quick Answers: Millennials favor live chat over most other communications channels for convenience and eliminating hold times.
  • Complex Questions: Millennials are more willing than other generations to discuss complex issues over live chat.
  • Straightforward and Simple: Live chat popularity for Millennials is partially a result of its ease of use and simplicity.
  • Casual and Professional: Relying on too many scripts can be a huge turn-off for Millennials. Make sure you search for a balance between professional and casual.

These tips apply to reaching all generations, not just Millennials. As life becomes more chaotic and fragmented, organizations delivering the sorts of experiences that consumers demand, regardless of which communication channel they use, will create satisfied and loyal customers.

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