Millennials make up for the world’s largest consumer block. This net generation compels companies to change the way they interact, engage and support them. In a nutshell, they prefer self-reliance and instant resolutions. However, one bad experience is enough to turn them away. Thus, it is the need of the hour to understand their service preferences. Let’s take a look at their 4 most liked support channels:
- E-mail: With smart phones providing easy access to emails and having internet on their fingertips, it is likely that millennials would drop an email for something they need to know. It is therefore essential for companies to have robust email support services in place.
- Social Networks: As millennials mostly hang out on social networks, they prefer asking questions through the same media. A Gartner study found that companies that ignore support requests on social media witness 15% higher churn rate than those who do not. A social media support strategy makes a vital difference in this context. Resorting to social media outsourcing is an effective way to achieve the desired support results economically.
- Live Chat: Live chat is one of the most important features a site can offer. It has been growing hugely as a support channel. Given its convenience, customers prefer it over calling an agent. Live chat outsourcing can help achieve desired customer experience level amid a rising consumer base.
- Self-service: Millennials prefer self-service over human contact for their support needs. In this context, they like navigating to FAQ pages & troubleshooting guides on websites and use self-care apps to get quick resolutions. Outsourcing services for app downloads, in-app support, app engagement, etc. is a cost-effective way to let trained agents take care of your app experience.
With over 12 years of experience, GizmoSupport can help you fulfill needs for the most preferred consumer support channels. Get in touch with us to know how we can help you fulfill multi channel customer experience needs for your millenial customers.