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Delivering Excellent Customer Service: What Millennials Expect

What Millennials Expect From Excellent CUSTOMER SERVICE WHO ARE Millennials? > Born after > .0• 1976 1977 1978 1979 1980 1981 1982 1983 1984 There are about 76 million millennials in the United States Make up 24% of the U.S. population 38% of millennials are bilingual hello hola x 1,000,000 The most culturally and ethnically diverse generation 75% have a profile on a social networking site 53% would rather lose their sense of smell than their technology On track to become the most educated generation in American history AE Versus the 0:08 average The average person has a 0:07 attention span •.. attention span of a goldfish Millennials and Over-the-Phone Customer Service 10 minutes: the average amount of time respondents are willing to wait to speak to someone on a customer service line 60% believe the wait time should be 5 minutes Millennials, on average, are willing to wait 5 minutes longer than Gen Xers and Boomers 2.4 e-mails, on average, are needed to resolve an issue, compared with 1.7 calls 2.4 1.7 57% of inbound calls are from customers who went to the "How do you think you will interact with customer service in 10 years?" company's website first 56% of all generations expect to contact retailers over the phone Stay in Touch with Millennials on Social Media Millennials spend 14.5 hours each week texting, talking, and accessing social media on their smartphones 43x 81% of millennials use social media to interact with customer service Millennials across the globe check their phone, on average, 43 times a day in If The social media platforms millennials use to interact with customer service: 78% 43% 25% 18% 13% Facebook Twitter Instagram Yelp Linkedin 22% expect a 10-minute response time on social media Use Live Chat to Connect Millennials spend approximately 9.5 hours a day, or 67 hours a week, using media They spend 35 hours a week with digital media and 32 hours a week with traditional media IIIII Millennials' and Live Chat Customer Service How often do they choose to use it? O 18-34 Often Sometimes Once Used unsuccessfully Never 0% 20% 30% 30% 40% 50% 60% 70% 80% 90% 100% Even though many millennials turn to chat for customer service, only 2% of retailers offer 24/7 chat 35% of the sites with chat only do so Monday through Friday 15% of sites with chat hours listed end before midnight EST zzz 2% Mon Fri (24/7 How to Serve Millennials Best... ..on the phone Review the data from your phone software Analyze your stats • When do you receive the most customer service requests? Time of the day SUN Days of the week JAN Months A Special occasions • How many requests are answered? How many are placed on hold or unanswered? • What's the response time? Record conversations • Perform spot-checks for service quality • Use for training to improve quality and professionalism Analyze metrics in real time to get the best -- picture of your strengths and weaknesses ...on social media in Find a social-media analytics tool • Track engagement • Learn your response rates Train your staff • Teach them how to use each site properly and efficiently • Test using real-life cases • Implement a grading scale to see how your team can improve • Test using real-time instances • Review and tweak your strategy .over live chat Keep track of chat volume and review messages Use a service that integrates with your CRM and other software for easy reporting CRM Review chat history and volume ..on your website Answer important questions about your site ? with Google Analytics • Which pages are they visiting? • What terms are they searching for on your site? • Which blog posts are most popular? Connect Google Analytics to your site search • Look for internal searches with high exit rates • Create content that better answers internal search queries Address topics visitors are looking for with blog posts, FAQ pages, or better content on product and service pages Millennials are a unique generation, and they require a customer service experience unlike anything previous generations have seen. When you successfully combine technology and personalized customer service, you'll keep them happy and loyal. Brought to you by: talkdēsk

Delivering Excellent Customer Service: What Millennials Expect

shared by Ghergich on Oct 09
Just like the Baby Boomer generation, the Millennials are shaking things up. They respond differently to customer service than any other generation. So, how can you adapt the way you provide customer ...




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