How to Maintain Customer Relations with Millennials

Millennials may get a bad rap for their attention spans (or lack thereof), but they know their way around technology. In fact, they are changing the way we do everything, especially how we shop and communicate. And that is creating a huge impact on customer relations. So, let’s make sure your customer care center is thinking about Millennial customer service because Millennials are the next largest generation with spending power. To help, here are some tips for providing Millennial customer service.

Offer Help On Multiple Fronts (Channels)

First and foremost, Millennials are not only calling. In fact, they may never “dial” their phone to make a traditional customer service call. How many times have you heard your son or daughter say, “I was talking to…”, and you knew they never actually “talked.” It was their fingers doing the talking. Millennials prefer texting, social media and apps to do their “talking”. That means your contact center needs to offer an omni-channel presence that engages customers however they prefer — email, text messaging, social media. And, yes, even phone.

Provide Self-Help Options

Millennials do not expect an in-person conversation. They do not WANT to speak to a live person unless it is absolutely necessary. Instead, they are all about self-help. They have grown up helping themselves to information and advice through largely digital means, so that is what they expect from you. Give it to them, and you will win their hearts, not to mention their future business.

Millennials want speed and convenience. While some older folks may balk or find it weird to “speak” to an artificial intelligence, it seems perfectly normal to Millennials. Their homes are filled with smart devices of all types, each powered by an AI of some kind. So the idea that a chatbot can assist them faster, yet accurately, makes perfect sense.

Answer Simple Questions Quickly

Millennials like instant gratification and immediate answers. That's why when they Google something online, they expect a fast answer. And they expect the same from their customer service rep whether that comes from a chatbot, live chat, or self-help options. If they're going to talk to a live person, make sure your agents are knowledgeable and equipped with the proper technology to provide fast service.

Invest in Automated Call-Back

No one likes to wait, but Millennials may dislike it more than any generation before them simply because they're used to immediate responses from the internet. But if they do pick up the phone, they don't want to sit on hold for long periods of time. Instead of sticking callers on hold, invest in an automated call-back system so customers can leave their phone number, keep their spot in the queue, and receive a call back when an agent is available.

If You Think Like a Millennial, Are You Neglecting Older Customers?

Not a chance! Millennials may be the customers of the future, and they outnumber even the Baby Boomer generation. So, catering to them is a must. But, the truth is, older customers are not nearly as tech-phobic or digitally incompetent as they are portrayed! Besides, age has nothing to do with wanting a faster, more efficient customer service experience.  And you still have live agents for those who prefer that channel of communication.

Strategizing to provide Millennial-friendly customer service is smart business. Companies and customer care centers that make the most of current technology and are quick to adopt or adapt innovative new options into their Customer Care offering can make a name for themselves with every contact. You are the brand that knows how to take care of people. Competitors that hesitate will be left in your dust!

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1.)

Agara Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls. Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.)

Auraya EVA Voice Biometrics Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o... (read more)Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers or switching applications to access OTPs can result in inefficient and cumbersome customer experience. Time is wasted trying to verify customers with insecure methods. EVA works in English out of the box but can be configured to work in languages other than English. Recognising what specific digits are spoken using EVA's native speech recognition is only available for the English language out of the box. EVA has additional capabilities such as real-time fraud detection and digital channel enrolment and verification options that can be turned on with customisation services from Amazon Connect consulting partners. If you are interested in these additional features, please contact an Amazon Connect consulting partner that is an authorised Auraya reseller partner.

3.)

Call Adapt Soundboard Software Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.)	Cognigy Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.)

Consilium Software Consilium UniCloud™ UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C... (read more)UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (CCX, UCCE, and PCCE), communications managers (CUCM), voicemail (Unity Connection) and IM & Presence by up to 85% which leads to the faster onboarding process for a new customer. A Self-Care portal within UniCloud™ is effectively managing services specific automation of MACDs (moves, adds, changes and deletes) allowing end-users to perform Day-2 related tasks of their own while reducing the basic operations workload of support teams. Consilium UniCloud™ enables enterprises and service providers to manage and automate the delivery of Cisco-based Unified Communications as a service (UCaaS) and Contact Center as a service (CCaaS) offerings using single, centralized management and easy-to-use administration interface, with role-based access providing granular control over permissions, limiting potentially unauthorized or inadvertent transactions. With its unified portal for UC and contact center provisioning, multi-tenancy and single-pane-of-glass views and tools, UniCloud™ introduces turn-key efficiency in onboarding new customers, provisioning of users, agents, teams, skill groups, and devices, or their migration from non-Cisco platforms to Cisco, and also provides centralized management and monitoring.

6.)	eGain Corporation eGain Solve Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.)	Emmersion Automated Language Testing Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.)

OpsTel Services SPEED & PLUS The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Perfor... (read more)The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring & PLUS provides a single interface, where operations teams no longer have to rely on HR, IT or any other organization to administer agent profile data across multiple technologies in the contact center. The PLUS solution allows for simplified provisioning & maintenance of agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES! The PLUS features: *Agent Provisioning Cycle Time Reduced from Days/Weeks to 10 Minutes or Less *Fully Automated Agent Onboarding / Updating / Maintaining / and Offboarding of Agent Profiles (Identity, Access, Utilization) *Overlays and Enhances Existing Contact Center Solution Set *Enables Operations Staff to Maintain all Aspects of Managing an Agent’s Profile through “Single Pane of Glass” *Supports Multi-Faceted Agent Profile Attribute Configuration Requirements; e.g. Union Rules, Seniority Dates, Etc. *Detailed Agent Profile Audit Trails

 

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