Software Advice, the CRM evaluation business, recently published a report on live chat for customer support. Like those of us here at BoldChat, Software Advice sees the growing importance of including live chat in the support mix.
Online live chat is proving to be one of the best service channels for meeting customers’ needs throughout their journey, from first contact through post-sale support. As an online tool, it meets customers in the very place they increasingly turn for answers: the Internet. And unlike other channels such as email, live chat provides instant support, with minimal customer effort required. (Software Advice: The Impact of Demographics on Live Chat Customer Service Industry View, 2015).
Their survey results show widespread use of live chat – and a millennial preference for it. A couple of the most interesting points were that:
- More than half of all adults in the U.S. have used live chat at least once
- Millennials (no surprise here) are the biggest users of live chat
- When it comes to basic support, millennials overwhelmingly prefer live chat
What are the main reasons consumers are opting for live chat? No hold times and outright convenience. This underscores how important it is for organizations to make sure their customer service approach is focused on decreasing the time and effort burden they’re placing on their customers. Live chat is a good way to do that – especially for those millennials.