Millennials love to be connected, and they want it at their fingertips. 58% expect to engage with a brand whenever they choose. The irony is that we are more “connected” than ever before, but we may be making things more impersonal. Automation is becoming increasingly popular. We can order a bunch of flowers for our mum online, which automatically sends an order to a warehouse, all without speaking to or involving one human being. We can get customer support from a chatbot at 2am or we can have a conversation with Alexa…
Live chat can give immediate results due to its high customer service speed, but it also offers a personal service, the best of both worlds. Let’s explore why millennials are into live support in a bit more depth:
Text is Best
Millennials prefer to text over a phone call. In a survey by OpenMarket, if they were given the choice, 75% would rather lose the ability to make calls over text. Live support capitalizes on this, allowing you to offer a personal service in text form.
The Smartphone Generation
Generally, millennials are on their phones, a lot. Live chat can be accessed on a mobile from anywhere with Wi-Fi or 4G. And depending on the live support software you use, it can be integrated into a number of different platforms.
Xeno offers integrations for Facebook, Twitter and Email, allowing you to chat with your millennials customers from all platforms they may be using.
Millennials are used to getting hold of what they want at the touch of a button. If you are slower to respond to them than your competitors, then you could be losing business. 52% will abandon online purchases if they can’t find a quick answer. Luckily live support offers a high customer service speed. The response time can be almost instant in fact. If a support rep is available when a customer connects to chat, then they can be talking within seconds. This speed can give you the advantage in a number of areas:
- Lead generation: capturing contact information is super-fast with chat.
- Conversion: strike while the iron is hot and close deals before it’s too late.
- Reducing churn: a high consumer satisfaction rate could help to keep churn at bay.
It’s the Future
As technology improves and people become even more connected, live chat looks only to increase in popularity. A quality live support software such as Xeno allows you to keep track of your communications across multiple channels while providing personal support with a super-fast response time, and there’s even a free for life plan.