For the last few years, ‘Generation Y’ has been the primary target of companies. This is so because millennial customers spend frequenter as compared to ‘Generation X.’ at the same time, it is vital to note that millennial customers leave brands quickly and frequently.
Obviously, nobody likes to switch from one brand to another after a short period of time, but when expectations don’t get fulfilled every so often, no option is left except choosing another company to purchase products.
To keep millennial customers loyal to your brand, it is vitally important to manufacture reliable products that serve in a better manner for a long period of time. Plus, support service should be provided in such a way that makes millennial customers proud to speak positive words about your brand in their friend circle.
If we solely focus on support service, these 3 things millennial customers generally want from brands which they are associated with.
1. Attention
The factor that decides how long you can run your business smoothly is how much you are available for your customers. This is important because if you are ready to assist all the time, there is a high possibility that customers stay as a part of your brand.
As far as millennial customers are concerned, they want brands to be available all day and night so that they don’t have to wait regarding support service. Ignoring this can really put any business in front of the problem of customer turnover.
There should be no questions regarding this because if customers don’t get help at the time of need, they are likely to search about other brands that guarantee the deliverance of splendid support service experience.
In a nutshell, offering 24/7 solutions is vital to keep millennial customers’ loyalty for a long time span. Thinking handling customer service operations round-the-clock could be proved a challenging task for you? You should avail customer care services from a recognised business process outsourcing company.
2. Customised solutions
In this day and age, you can earn a place in customers’ heart by simply surpassing their expectations. Unlike ‘Generation X,’ it is very hard to impress millennial customers as their expectations related to support service is quite high.
Here, it is significant for business owners to offer individualised solutions during customer service interactions. This can really do the trick because customers of all ages love to be assisted in a customised manner.
In short, offering personalised solutions is imperative to surpass customer expectations and build good brand recognition. Don’t know how customer service interactions can be humanised? At this juncture, we like to reveal some measures that every reputed business process outsourcing company employs to provide customised assistance:
- Bring the CRM system into use to assist customers in a personalised manner.
- Make sure that no technical language is being used during the script-creation process.
- Train customer service reps in an appropriate manner so that they can perform well during customer interactions.
3. Better live chat support experience
After joining hands with a well-known business process outsourcing company, companies easily offer impeccable solutions on multiple support channels that include live chat, voice, email, etc. But the surprising factor is that customers of different ages have contrasting preferences when it comes to choosing support channels.
For instance, Generation Xers usually prefer traditional support mediums like telephone, email, etc. On the contrary, millennial customers often choose live chat as their medium to avail support service. And they expect no mistakes from brands during live chat sessions.
Therefore, if you prefer to handle support requests of millennial customers without taking any external help, make sure that remarkable solutions get delivered on live chat support channel. Why only live chat dais? Actually, satisfactory solutions should be offered on all support platforms.
Here are some suggestions to deliver incredible service experience on live chat support channel:
- Ensure that typing indicators are installed on the support agents’ system.
- Tell your customer service reps to offer chat transcripts before concluding support interactions.
- Never compromise while managing your staff as it helps customers to get what they want i.e. prompt resolutions.
