It has shown at the industries survey that more than 63% of the millennial prefer live chat to have their basic customer support and their queries answered over other conventional contact channels.
Even according to a report by Accenure, the purchases made by the millennial will comprise 30% of retail by 2020.
The age demographics also play an important part on the preferences for customer service. It has been seen in a study conducted on U.S. consumers, that 63% of millennial prefer live chat for getting their questions answered than any other customer support.
Additional key findings for customer service and millennial:
- It were the millennial who were more likely than baby boomer to prefer live chat.
- There were more than 56% of respondents who have successfully used live chat at least once in their live.
- The top reason for using live chat by the millennial was convenience and limited hold time.
Looking at all the above aspects and keeping these trends in mind, having live chat can be a critical function for any business that require to keep millennial happy customers and avert long hold times.
Live chat allows your prospective customers to get in touch with the live chat agents and confront them with their queries without requiring the level of commitment or effort required to make a call or email. The agents are also provided with live chat’s co-browsing function which can help them to find a product or answer to their queries.
These had been some of the live chat values. It’s a value that cannot be replaced by any other customer service channel.
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