Millennials are changing how companies engage with their customers. Fifty-six percent indicate they prefer to use live web chat instead of using the phone to get answers to their questions. This preference is noteworthy when compared alongside the response of individuals who are 35 and older; only 27 percent prefer live web chat over phone. The difference is dramatic.
The need to deliver an omnichannel customer service experience is pivotal for not only midsize businesses and enterprises, but it also just as important for small businesses. Millennials expect their vendors to provide an omnichannel experience for customer service, and they will let their feet (or in the case of live web chat fingers) doing the “talking” for them—namely, they will take their business elsewhere.
Delivering an Exceptional Digital Experience