Millennials strongly prefer self-service alternatives and the ability to handle customer service issues on their own. Businesses have done so for years and have been searching for new ways to meet this demand.
Chatbots are key to providing millennials with the quick, personalized self-service that they expect. They not only provide a quicker and efficient alternate solution to other customer support channels, but they are also well just to support voice-activated lookups, transactions, and customer service interactions, which are on the rise globally of the widespread use of AI assistants like Amazon's Alexa or Google's Home.
Millennials want more self-service options
When given the choice, more than half of millennials say they would rather use customer service automation than live support from a human representative. This means that boosting your self-service resources is a sure shot way to improve your millennial customer experience.
Comprehensive tutorials, online classes, troubleshooting guides, and FAQs are valuable tools for customers attempting to solve a problem without contacting you, but they are not always ideal for users who are in a hurry and require an immediate response.
A chatbot makes this data more accessible and easier to understand, as well as provide a more efficient search technique for the resource they require. When dealing with a computer glitch, users who do not understand the correct technical terms are at a disadvantage.
Nobody enjoys waiting, but millennials are particularly demanding in this regard. The main determinant in providing exceptional customer service, according to 82 percent of consumers, is issue resolution on time.
Chatbots can respond instantly to a wide range of customer queries, from technical support requests to managing account information and settings to making purchases and bookings. When these actions are handled by a chatbot, users do not have to waste time searching your website or app for what they are looking for. This also reduces the likelihood of users abandoning your service in frustration or leaving with a negative impression.
Reduce overall response times.
Sixty percent of millennials believe they should be able to speak with a customer service representative in less than five minutes. Many businesses find it difficult to meet this expectation. Reducing the number of incoming calls is an important strategy for achieving this response time. Your average first response time across all channels is an important metric to monitor because it has a significant influence on customer experience and overall trust in your company.
Customers who use chatbots to get help or answer questions receive an immediate response. They do, however, improve response times for people who use your other customer support channels.
This is because allowing customers to get an instant response from a chatbot relieves the strain on other customer care channels, which are currently constrained by the need for live agents to assist them.
Millennials (and Generation Z) are more likely than other demographics to use chatbots and other self-service options, resulting in fewer support tickets requiring the attention of a live agent. 70% of millennials prefer text-based channels such as chatbots, live chat, and SMS to communicate with brands.
As a result, even for customers who do not use the chatbot, your overall support response times will be faster, and you will be able to use your customer service resources efficiently by trying to offload many requests to an automated channel.
On-site or in-app assistance
Chatbots enable you to provide a communication and aid channel without requiring users to leave your website or app. Rather, they can get help with a single click while remaining on the page or app where they need it. This means they'll get a faster resolution to their problem and won't have to create a service ticket or send emails that will take some time for a live agent to answer back to.
A chatbot assist us in narrowing down our problem by asking simple questions that do not require technical knowledge to answer. Chatbots also bridge the gap between self-service and live support by providing more personalised answers and recommendations.