Millennial are very self-reliant, so if your company has a larger-than-normal number of millennial customers, much of your customer service should focus on features that allow users to solve their own problems, such as providing online resources. However, there are several reasons for why a 24/7 answering service is still essential when working with millennials. When implementing an answering service, there are a few things that you need to keep in mind about millennials.
Millenials Are Impatient
Millenials are more likely to be impatient and expect customer service immediately. Therefore, they are unlikely to wait for when your business is next open. About 30 percent of millennials expect to receive a response within 10 minutes. Respond quickly to your customers, or they will head to another company.
Millenials Are Even Less Tolerant Of Time-Wasting
Do not make it necessary for customers to call you for unnecessary reasons. For example, your customers should not need to contact you to know when an order has been shipped. He or she should have a tracking number to track packages and should also not have to call in order to track down your company's address. When a millennial does have to call, provide commonly requested information through an automated system so your customer doesn't have to get someone on the phone. By creating an effective hybrid approach including digital services and a human customer service contact, you can give millennials the type of customer service experience that they respond to best.
Millenials Expect An Expert On The Phone
When callers get someone on the phone, they expect that individual to be an expert on the subject matter they need help with. If the customer service representative cannot help the customer or has to seek assistance from a supervisor, millennials are more likely to move on to a different company. Therefore, you will want to hire a 24/7 answering service that hires employees who are well-trained on the information you provide them so that they can respond to customers in a manner that is highly informed.
The largest challenge facing business owners is to factor in customers of various ages. Traditionalists, those who were born before 1945, remember a time when simply having a single phone line was a significant achievement. Millenials, however, expect something much more. By broadening your understanding of what younger customers want in terms of customer service, your business can accommodate and retain millennials.