Millennials Matter: 5 Ways This Generation is Changing Customer Service

The biggest generation EVER is turning the customer service industry on its head. Are you ready?

Velaro Live Chat Performance ManagementThe tech-savvy Millennial generation accounts for more than 25% of the United States’ population, and are estimated to contribute $1.4 trillion in retail sales by 2020. Consequently, marketers are scrambling to crack the Millennial psyche by making major changes in how they approach customer relationship management. Most notably, Millennials are taking back the power in the customer-brand relationship, and customer service is evolving to accommodate Millennial preferences in five main ways:

Millennials demand speed in service.

Millennials crave and value instant gratification. Think Uber, Venmo, and OpenTable; these apps provide services with a quick click of the button. In fact, a recent survey of Millennials showed 71% of online shoppers believe the most important thing a brand can do is value its customer’s time. During the information era, companies need to serve Millennials the information they seek—and fast—or risk being left behind.

Millennials do NOT want to call your 1-800 number.

32% of Millennials would rather pay a visit to the dentist for a teeth cleaning than talk to a customer service rep on the phone. Enough said—Millennials hate talking on the phone. Online chat and social media monitoring tools allow Millennials to stay off the phone while remaining informed.

During the buying cycle, Millennials are in control.

Millennials grew up with the Internet, smart phones, and information at their fingertips—literally. This influx of information at every stage of the buying cycle means more transparency and power for the consumer. Prices are no longer a mystery, reviews are everywhere, and consumers have multiple digital outlets to contact brands. This shift of power to the consumer means a demand for answers fast. 52% of consumers will abandon an online purchase if they can’t quickly find the information they seek. Brands are adapting by implementing essentials such as content libraries, FAQ features, and online chat to boost the purchasing funnel, reduce cart abandonment and provide the details Millennials crave when making an informed purchase.

Authenticity is a requirement for Millennials, and social media is the platform.

According to desk.com, 81% of Millennials would choose to interact with a brand through social media, vs. just 44% of Baby Boomers. Speed, ease-of-use, and on-demand information are top customer service priorities for the Millennial generation. Dynamic, socially integrated customer service will be a requirement in the future for interacting with social-savvy Millennials that insist on non-phone-based human interaction.

Multi-tasking Millennials insist on service that crosses devices.

Switching devices up to 27 times per hour, Millennials are everywhere all at once. Technology enables rapid search and information gathering across multiple platforms, and brands must adapt with responsive design and customer service. If your brand doesn’t have an easy-to-use customer service outlet accessible on mobile devices, Millennials will find another brand in the time it takes to open an app.

Adapting to Millennials won’t be easy, best-in-class companies looking to leverage the growing Millennial market will likely find success in being proactive with this constantly connected generation. Download this white paper and learn how to implement proven proactive customer service that gets results.

Interested in trying Velaro for yourself? Get started with a free trial.

Leveraging Your CRM for Better Customer Service

Here’s how and why enterprise-scale integration between CRMs such as Salesforce and your live chat platform can make a significant difference in the quality of customer service you deliver.

Woman shopping online in the cafe

In today’s fast-paced, omnichannel world, customers expect your agents to know their preferences and history as soon as an interaction begins. They don’t want to wait while you look up their records, and they won’t tolerate having to give the same information over and over again.

Knowledge = Power

 

Exceptional CRMs such as Salesforce contain an incredible amount of valuable information, but if its locked in a system that is difficult or time consuming for agents to access, its impact on actual service quality is limited.

An enterprise-level CRM/live chat integration gives you and your agents the tools to truly engage users, accurately measure and analyze results, and foster a culture of continuous improvement within your customer service department and contact centers.

And, in doing so, your live chat will go beyond simply answering questions. Instead, your contact center will be well on its way to becoming a consistent, measurable and sustainable driver of customer satisfaction and revenue growth.

A live chat solution that helps you get the most out of Salesforce, for example, should make it possible to:

View

Instantly view Salesforce data without ever leaving the chat window. By integrating your website’s live chat solution with a CRM such as Salesforce, you can give your support staff one-click access to a 360-degree view of the individual with whom they’re chatting. No logging into a separate dashboard and navigating through various screens. Purchase history, service records, past interactions, location, contact information – it’s all there and at their fingertips.

Create

Create new Salesforce accounts and contacts directly within the live chat solution. If a live chat event uncovers a potential lead, a truly integrated system allows your agents to quickly and easily capture the critical information your sales team needs in a new Salesforce entry right away.

Build

Append live chat transcripts, metadata and survey results to Salesforce records with a single click. Customer records locked in live chat systems can lead to siloed knowledge and gaps in information, but getting your agents to actually use your CRM is not always easy. The fact is, customer service staff should be working with customers, not transferring information from one system to another. Integrating enterprise live chat and a CRM like Salesforce minimizes the administrative burden, increases adoption rates and leads to all-around more knowledgeable service and sales teams—and happier customers.

Make the most of your Salesforce investment and gain a 360-degree view of your customers by integrating your CRM with live chat software built for the enterprise. Request a demo and see just what Velaro can do for you. To learn about how Velaro live chat integrates with Salesforce click here.

Using Advanced Agent Intelligence to Enhance Live Chat Interactions

You’ll find no shortage of chat platforms proclaiming the benefits of live help for customers. What’s not always discussed is how top live chat solutions improve the customer experience by improving the agent experience first.

You’ll find no shortage of chat platforms proclaiming the benefits of live help for customers. What’s not always discussed is how top live chat solutions improve the customer experience by improving the agent experience first.

There’s nothing worse than expecting your agents to “fly blind.” False starts and repeat questions are a surefire way to frustrate your customers. Live chat software that delivers exceptional support and advanced intelligence to agents not only speeds response time, but ensures customers feel like you, as a company, are paying attention—that they’re not just a wallet or a number. Today, advances in visitor monitoring technologies, data-rich customer histories and robust agent interfaces empower agents with the insights they need to engage successfully with customer each and every time.

Here’s how.

Visitor Page Navigation History

In a brick-and-mortar setting, customer service reps have the advantage of observing their customers: seeing them linger in a particular aisle or catching a glimpse of what else is in their shopping cart.

Your live chat platform should be delivering this same experience, in digital form, to your agents. Within the chat window, agents should have the ability to browse every page view and click – and how much time a user spent looking at a particular item or page – so they know exactly what a customer is interested in before they even exchange their first words.

Real-Time Visitor Tracking

In addition to your customer’s product or service interests, your live chat platform can add valuable context to the conversation.

Real-time tracking gathers detailed insights about your visitors – everything from what browser they’re using to whether they’re viewing your site on a desktop or mobile device to the exact search terms that brought them there in the first place. Importantly, your live chat platform also provides agents with the location of website visitors, which, when paired with advanced geo-targeting capabilities, means more efficient marketing, support and business intelligence.

View Previous Chats & Survey Submissions

The beauty of providing support through a live chat platform is that customer conversations continue to accrue value long after the chat window has closed.

Returning visitors may want to reference their original conversation during their next chat – and it’s important your team can keep up, no matter which agent takes the call. Your live help software should make it easy to access historical data on the fly. Rather than wasting time digging up tracking data, leading chat software ensures that all old conversations, chat ratings and survey submissions are reliably stored and at your fingertips when you need them.

Empower your agents to Make Every Chat Better Than the Last™. Download this guide for essential tips on how to properly train your live chat agents. If you’re interested in seeing a demo of Velaro click here.