It’s no wonder that millennials prefer live chat in their day-to-day communication

Have you ever wondered why the customer journey with phone support often starts with complicated automated menus and then if you somehow manage to overcome this, you still often end up being placed in a queue for the next available representative? Looking from the customer’s perspective this type of ‘waiting to get connected’ situation seems like a complete waste of time. Which is especially bad if you have a complaint to make as hanging on a line is only going to get you more irritated.

What if there was a way to avoid automated menus and queueing, would you take it?

The biggest shortcoming of the phone support is the mere impossibility to have more than one (phone) conversation at the same time. A feature that easily leads to long waiting times as the number of customer representatives taking care of phone support is also limited.

By contrast, many of our client companies continue to reach under 10 seconds response times in live chat. This means that with live chat there is basically no waiting time. The most significant difference between the phone and the live chat is that chat agents can usually handle 5 to 8 (chat) conversations simultaneously. This allows live chat agents to provide timely and personal assistance to customers.

For many people, especially the younger population, logging onto a computer and typing feels much more natural than picking up the phone and calling someone. With live chat, there is no need to switch to another device as you can just type the question while browsing on service provider’s website. Written communication also has other advantages, for example, it makes sharing and preserving documents easy.

Compared to talking to someone and hearing their voice, expressing emotions in writing can be a bit more challenging. Especially, if you don’t feel comfortable with your writing skills. Still, this doesn’t mean that it can’t be done. After all, that is why we have emoticons :-) And, learning some simple key phrases like: “I can see your point” also helps you to show empathy. (Plus there are also several other ways to add a personal touch to live chat, if you are interested to learn more!)

No wonder millennials prefer live chat in their day-to-day communication.

Obviously, phone and email still have their place and in some situations making a phone call or sending an email can be the best option available. All the more, customers today expect to be able to pick up any of the service channels and receive the same level of service. That is why customer service also needs to make sure they can deliver seamless customer experience across different support channels.

Combining different support channels into one integrated customer service solution is probably the best way to do this. When all the reporting, contact details and other valuable customer data are made available to the same team of customer representatives it is easy for any of them to take care of requests coming from different channels. Then, if for example one support channel gets jammed, customers can be guided to use another channel without compromising customer satisfaction.

Like our customer Finnair does.

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