Considered as the last generation born in the 20th Century, the millennials are special in every sense. They have been a part of the industrial revolution and witnessed the transformation from letters to email, telephone to smartphones, computers to laptops, radio to smart TVs, etc. They are grown in a digital and socially-networked world and they are quite accustomed to the technologies. Currently, they are a part of the working class and are big-time earners as well as spenders. Thus, this generation is driving business. They are the largest consumer demographic in the world. So, this generation witnesses the maximum marketing attention.
The millennials were the first generation who grew up around computers and smartphones. They are the ones who have witnessed great technological advancements and hence they love trying new technologies. In their buying journey, they look for technology-driven solutions and seamless experience. Furthermore, they yearn for a quicker and more-efficient customer service.
So why do they prefer live chat over the voice calls or traditional email conversations? Here are some of the benefits of live chat that attract the newbies more.
Benefits of live chats
1. Quick response
Millennials are known for their impatient trait. The live chat facilitates them to connect with a customer service representative instantly. Unlike the traditional customer service telephonic method, the customers do not need to press a number of buttons before they can talk to an agent.
A live chat can be initiated easily on any device. Whether the customer is using a PC, laptop, tablet or a smartphone, he/she can easily use the option of live chat.
3. Supports Multi-tasking
Millennials are the masters of multi-tasking. Live chat facilitates multitasking, and so even though the customers have to wait for a few minutes, they can utilize that time in doing another task in their device. This tackles the impatient trait of the customers.
4. Convenient and Comprehensive
It’s actually easier to understand the instructions via text instead of voice calls. Certain links can be shared easily over live chats that can help both the support team and the customers. So, the problem-solving process can be made more convenient via live chats.
5. Immediate solution
In case of live chats, the queries are actually answered instantly. Within a few seconds or maybe a few minutes, the agents solve the problem which results in customer satisfaction.
Millennials preference for live chats
Millennials prefer live chats due to several reasons. They hate waiting and with live chat, they don’t have to wait. Live chat allows them to contact the support team immediately and get their queries resolved in no time.
1. Better buying decision
The live chat facilitates a customer in making a better buying decision. The customers can talk to an agent in the middle of the purchase and that helps them in making a smart decision. According to research done by Forrester, 44% of online customers claimed that having their questions answered in the middle of a purchase is one of the best features offered by any e-commerce store. Live chats help in making a smart and right decision. So, the customers start trusting the brand that offers live chat.
2. Cheaper than the telephonic method
For the customers, the traditional methods of telephone support can be expensive in terms of overseas charges and call rates. On the other hand, live chats are cheaper as they utilize the data balance. According to another research by Forrester, live chat customer service is 17% cheaper than a phone call. Live chat surpasses international and language boundaries. The customers can chat with an agent from any corner of the world. They can easily contact the agent in case of any problem or question they might have.
3. Personalized conversations
A timely reply and responding to the customers is one thing but giving your customers an extraordinary experience is another thing. Talking to an agent on a live chat gives the customer a feeling of a personalized conversation. That is why the millennials prefer this form of chat.
4. Information at fingertips
The millennials stay away from the traditional method of calling as it is very time-consuming. However, they want to own and control the conversation, no matter what channel they are using. That is why they prefer live chat. Whether it’s via laptop, tablets or mobile phones, the millennials love live chats as it gives them information at their fingertips. Live chats are way more efficient than the traditional mailing system or call centers.
Live chat is an added convenience for those who don’t like calling and who are used to texting and messaging. Many businesses claim that customers often ask questions via live chats. There is no denying that the live chat software is beneficial not only to the millennials but also to the business. With live chat, the customers need not stop whatever they are doing and send a mail or call the support team. Instead, their questions can be answered immediately on a live chat. Live chats can help you to understand the needs of your customers which can help you to improve customer satisfaction and increase your sales. Live chat software even gives you the opportunity to understand the mindset of your customers.
According to a survey conducted by econsultancy, live chats have the highest satisfaction levels. There are so many reasons why millennials prefer live chats. Live chat offers convenience and saves time. A live chat allows the customers to chat with a customer service executive that very moment and their queries are answered immediately. It has a number of unbeatable advantages for both the customers and businesses. Thus, integrating live chat software on your website is actually a wise investment.
Aniruddh is Blogger and Software Analyst at SoftwareSuggest. Loves to dig deep into various Customer support software, MLM Software, HRMS systems and Payroll software. Ready to grab a cup of coffee anytime, if you want to talk about tech, cars, businesses or cricket.