The flexibility to self-serve alternatives and handle customer care concerns oneself is strongly preferred by millennials. Businesses have long been aware of this and have looked for innovative ways to satisfy this demand.
For delivering the quick, individualized self-service that millennials demand, chatbots are perfect. They not only provide a quicker and simpler alternative to other customer support channels, but they are also well suited to support voice-activated searches, purchases, and customer service interactions, which are increasingly popular as a result of the widespread use of AI assistants like Amazon’s Alexa or Google’s Home.
So how are businesses utilizing chatbots’ advantages to engage millennial consumers?
Millennials desire more options for self-service.
When given the choice, more than half of millennials claim that automated customer care is preferable to live support from a human agent. This means that enhancing your self-service offerings is a definite method to enhance your millennial customers’ overall experience.
However, they may not always be the best option for users who are pressed for time and require a speedy response. Detailed tutorials, online courses, troubleshooting guides, and FAQs are useful resources for consumers seeking to solve a problem without contacting you.
A chatbot can provide a more efficient search strategy for the resource they require while also making this information more accessible and easier to understand. Users who don’t have the correct technical phrases to explain their issue when dealing with a technical issue could have trouble locating the pertinent information.
A chatbot can help them focus on their problem by asking straightforward inquiries that don’t require technical understanding to respond to.
Immediate response
No one enjoys waiting, but millennials are particularly picky about this. Studies and statistics have shown that they dislike waiting, and as a result, they are more inclined to base their purchasing decisions on how quickly they can complete tasks with your company. According to 82% of customers, the quickest possible resolution of issues is the most crucial component of outstanding customer service.
Chatbots lifecycle management platforms like kAIron can instantly respond to a variety of consumer inquiries, including those involving technical assistance, account management, changing preferences, and even making purchases and reservations. Users won’t have to waste time browsing your website or app for the information they need or a solution to their problem if these operations are handled by a chatbot. This reduces the likelihood that users would give up in frustration or have a poor opinion of your service.
This is a beneficial outcome of integrating a chatbot into your service because it can enhance client retention by 5%, which can increase sales by up to 95%.
Increase response times overall
60% of millennials believe that the average wait time for customer support calls should be under five minutes. This is a difficult objective for many firms to meet. A key tactic for reaching such a response time is lowering the volume of incoming calls. It’s important to monitor your average initial response time across all channels because it can have a big impact on how customers feel about your business and how they generally perceive it.
Customers that use chatbots to ask questions or obtain assistance receive an immediate response. But they also shorten wait times for customers who use your other customer care channels.
This is due to the fact that providing the option to receive a prompt answer from a chatbot eases the burden on other customer care channels that are now constrained by the necessity for human people to assist clients.
voice assistance
Using chatbots is a terrific approach to increase the support for voice-activated searches coming from home assistants like Amazon Alexa on your website or app. Customers are already using their voice to interact with their home devices to browse and shop online. However, if consumers have to use a different channel to seek support, this seamless experience breaks down.
Summing up
As technology advances, chatbots like kAIron will become a more valuable tool for customer communication since they let consumers use your website or app more effectively by performing customer service tasks, making purchases, and finding information. Due to their higher expectations for a quicker and more individualized level of service than any prior generation, these competencies are essential for drawing in and keeping more millennial clients.