The Omnichannel Experience – Our flagship customer support service that includes our multi-channel contact and call center services.
Manage inbound support calls with a 100% US-based workforce and scale your support team as the volume needs of your business change.
From business development and follow-up calls to collections and affiliate marketing, drive improved results for any kind of outbound dialing need.
With 24/7 availability and a 100% English-speaking response team, we learn your internal support policies through a detail-oriented implementation and serve as ambassadors for your brand over email.
Connect your customers with one of our dedicated US-based agents via an online chat window. We’ll utilize existing chat infrastructure or help you create it.
Texts are quick and easy, highly economical, and offer low support costs per customer interaction. Millennial agents are trained to use concise text-friendly language.
With social media being a favorite for customer complaints, having agents ready to assist customers with issues or questions rounds out an Omnichannel Support Experience.
Customer Care is the white-glove version of the traditional customer service arm. Serious about elevating the customer experience? Start thinking about Customer Care.
When customers call, chat, or tweet to cancel, you want to offer them every opportunity to stay with your company. Use our remote Omnichannel US-based agents to maximize customer retention.
Hotel and travel reservations can be complex, so a friendly Millennial agent who embodies hospitality is a great way to simplify the experience for your customer.
Pre-Qualify potential lending, insurance, or other applicants using our agents. We’ll familiarize ourselves with your criteria and log qualified applicants to your system of record or transfer appropriately.
Prospecting or making initial qualification calls? Put our call center services to work on your dialing campaigns and get conversion rates only attainable with a US-based team.
Schedule appointments for your salesforce using our outbound dialing team. Millennial agents are trained on your own sales techniques and product knowledge.
From pre-screening applicants to customer service questions and claims handling, Millennial has deep insurance call center services experience.
Our Omnichannel Support agents talk on the phone or write an email with a smile on their face! We help your customers get excited to book their next trip.
From customer service inquiries to retention and cancellations, the Millennial team trains on your procedures to offer fast and friendly support.
Millennial got its start with reviews giant Angie’s List, so our workforce has a great deal of experience with these online businesses.
With major publication clientele like the Chicago Sun-Times, our agent force has experience with online and offline news customer service.
Online businesses move at break-neck speeds, but sometimes the friendly voice of a live person makes all the difference in ecommerce conversions and product satisfaction.
If you’re an affiliate marketer, your lead handling just got a whole lot simpler. Our agents have extensive performance marketing experience and are familiar with warm transfer programs in many industries.
From release of medical records to pharmaceutical support, our agents are HIPPA compliant and trained to handle confidential medical documents.
Whether for outbound prospecting or for handling inbound customer support needs, Millennial’s remote workforce offers support for several financial services clients.
Our goal is first and foremost a positive experience for our clients and agents. After experiencing our onboarding process, settle in for smooth ongoing contact center operations.
We take great pride in recruiting Millennial agents. With a unique approach for sourcing a home-based Omnichannel workforce, our talent acquisition pipeline is your competitive advantage.
With sophisticated adaptive online learning modules, we train consistently, cut down agent learning curves, and backfill attrition while maximizing breadth and depth of policies and procedures.
The Millennial management team is comprised of implementation experts who guide our agents and work directly with client operations teams during the onboarding process.
Whether you have an existing knowledgebase or not, Millennial’s agents act as knowledgebase champions and will create and update support procedures and policies as your company evolves.
Millennial handles every aspect of agent compensation, including competitive wages and benefits to ensure a happy and productive workforce.
We provide all necessary software solutions to enable a world-class remote call center. The infrastructure is included in your hourly agent fees. Your business is unique and we will use the technology that’s right for your business.
Millennial’s management has a dedicated quality assurance team that’s responsible for monitoring agent adherence to your policies, procedures, and performance expectations.
We measure everything you care about. We’re highly nimble in our reporting capabilities and can customize our analytics to deliver on KPIs that are important to you.
Between agent management, quality assurance, and analytics and reporting, we offer you a dedicated single point of contact to keep track of all the details and assist in running your team.
Our workforce is 100% US-based. We are a distributed (remote) workforce comprised of thousands of agents across a diverse range of disciplines and support channels.
Millennial Services offers outsourced contact center solutions, quality assurance, outbound & inbound call center support, and back office services. The company was founded in February of 2009 by Logan Rush.
Meet the management team dedicated to delivering an unbeatable customer support experience for our clients. Don't take our word for it - you'll quickly find our full-time, US-based management team is our biggest asset.
Looking for flexible work options that offer serious rewards? If you're self-starting, enthusiastic about customer service, and can learn fast, you might fall in love working with Millennial Services.
We love to publish our thoughts in the space. Our management team frequently posts best practices and recommendations for navigating the customer support world.
If you want your company to succeed, customer engagement is not optional. You need to make sure that you don't just invest in customer engagement but invest smartly to take the right steps at the right time. These 11 rules can become your central framework to build a winning customer engagement strategy, increasing retention and revenue in the process.
If you want your company to succeed, customer engagement is not optional.
According to one study, 86% of customers pay more for a great customer experience. That’s probably why PwC found that the percentage of companies investing in their customer engagement strategy jumped from 20% to 80% in just a few years.
But of course, success doesn’t happen automatically. Nothing in marketing, sales, or customer service ever does.
Instead, you need to be strategic.
You need to make sure that you don’t just invest in customer engagement but invest smartly to take the right steps at the right time.
Allow us to help. These 11 rules can become your central framework to build a winning customer engagement strategy, increasing retention and revenue in the process.
Never assume that you know what your customer wants. Chances are you’re wrong.
Instead, the beginning of your engagement strategy has to be your customers. Ask them how they want to engage with you. Draw insights from the channels they use to reach out. Make note of their most frequently asked questions.
The totality of your audience engagements with you makes up their overall experience, and breaking that experience back down into its components can help you build and refine your strategy.
That sounds easy. It’s not. It requires both first-hand and secondary source research into your audience. But it’s well worth your time.
Once you have the right info, every part of your customer engagement strategy can flow from your customers. In other words, this step influences all of the other rules below.
It might sound obvious, but that doesn’t make it any less important: the first (okay, second) rule of customer engagement is just being there when they need you.
A large portion of your audience expects a response to a problem or question on social media in 30 minutes or less. But they also expect alternate channels of contact.
According to Microsoft, 74% of Americans have recently used a phone to contact customer service. Digital technology is great, but it cannot replace some of the more traditional means of contacting you.
When that happens, you need to be there. Be prepared for questions with quick and helpful answers. Make sure that an initial engagement doesn’t turn into a nightmare for your audience.
In other words, don’t let them feel like they’re not being heard or left out. The more included you can make your audience feel, the better.
Speaking of phone and social media: don’t limit yourself to a single channel when it comes to customer engagement.
The ways in which your customers may reach out to you can vary widely:
Think about it this way: any time you interact with your audience, that channel may be relevant for customer service as well. That’s why it’s so important to build an omnichannel strategy of customer engagement.
Enough with the basics. Let’s get to the fun part.
Engaging your customers is more than basic customer service. Yes, being there to answer questions and solve problems is a core part of building positive customer experience. But it’s far from the only side of it.
The other side is proactive customer engagement. That means making sure you stay top of mind for your audience, even if they don’t reach out to you.
The best way to do that: personalize your customer experiences.
In other words, adjust your communications strategy based on what you know about your individual customers. A one-time buyer who hasn’t interacted much with you in the past should probably not receive the same email as one who comes back every month to purchase more.
Almost all marketers agree that this kind of personalization significantly improves customer engagement rates. And of course, that makes intuitive sense. If the content and service you offer are more relevant to them, they’ll naturally become more likely to engage with you.
Building this type of personalization depends largely on the accuracy of your data. The more you can gather about each customer, and the easier you can store and organize that data, the more customized you can get.
Closely connected to personalization is the concept of authenticity.
The best brands offer their customers more than just factual information. They make that factual information seem real and credible.
Social media is a great way to humanize your brand. It allows you to engage with your audience directly, and share your unique brand voice when you do. It’s not a surprise that 62% of millennials are more loyal to brands that interact with their customers on social media channels.
But don’t make the mistake of thinking that authenticity is limited to social media.
Yes, that’s the most common showcase of your brand voice. That doesn’t mean it has to be the only one.
In fact, the best brands carry their voice, personality, and authenticity through all of their customer engagement channels. That includes live chat, the call center, and even in-person interactions. Here’s why:
Consider it one of the core commandments of customer engagements. A single negative experience can prevent up to 86% of customers from ever doing business with you again.
Meanwhile, it takes up to 40 positive reviews to make up for a single negative review.
The lesson is clear: you can’t trip up. Consistency, when it comes to interacting with your audience, is the absolute key. Every single piece of content, every engagement, every question answered needs to be positive.
That consistency needs to carry into all elements of your customer engagement strategy:
Neglect even one of these, and you might have trouble on your hands. When it comes to customer engagement, you need to stay on the ball–and slowly drive that ball towards the net.
What, exactly, makes up a bad customer experience? We all have that example in our heads:
That (admittedly extreme) hypothetical is a perfect example of friction. Friction, in turn, can kill your efforts to generate positive customer engagement.
Your goal, as you build the strategy, should be to minimize that friction.
Build a customer journey map to understand the needs and desires of your core audience every step of the way once they make a purchase. Include both proactive and reactive touchpoints with your brand. Then, find the fastest way to help your customers achieve the goals they might have at this step.
New customers are the shiny new toy. You naturally want to keep them engaged from the moment they transfer revenue your way. But they shouldn’t be the only target of your engagement strategy.
Don’t forget about past or lapsed customers, who haven’t purchased from you in a while. They might just be lying dormant for one of two reasons:
A comprehensive customer engagement strategy can help mitigate each of these concerns. It puts your company, brand, and product top of mind for them, recognizing and activating their need for both the product and the engagement.
These customers will need a different treatment than your new acquisitions. But as long as you treat them right, they can continue to be part of your revenue-generating audience base.
You might think that, as long as you follow the above eight rules, you’ve built the perfect customer engagement strategy. Not quite. You’ll still need to pay attention to some other, overarching rules as you begin to execute your strategy.
The first is to adopt a continuous improvement mindset.
Every time you interact with your customers, gather data about that interaction. Then, analyze that data to see what worked, what didn’t, and where you can make improvements.
You can take this exercise into a number of directions:
There is no single best metric to focus on. Instead, the best way to follow this rule is to build a web of key performance indicators across all of your customer engagement channels, then track these metrics as you execute your strategy.
Engaging your customers is not just about recurring revenue. Done right, it can help inform your entire business strategy.
Your customers are your single most important intelligence input. They can tell you more than you could ever record about the successes and failures of both your product and your business operations.
You just have to listen.
The insights you gain from the continuous improvement mindset mentioned enough should not just inform improvements to your engagement strategy. They could improve, and even transform, your entire business.
Engagement insights can lead to new product ideas. They can lead to significant business growth and adjustments in the way you run the business as a whole.
You do have to give up at least some control to make this happen. Remember that everything in engagement (and in your business) begins and ends with the customer.
Steve Jobs said it best:
You’ve got to start with the customer experience and work back toward the technology, not the other way around.
In other words, the core of your business strategy should be your target customer, not internal hunches or inside-out driven decisions.
Following all of the above rules can get complex quickly. That, in turn, makes it difficult to scale.
As your business and customer base grows, you might not have the resources to staff all of your phone lines or live chats without building up serious queues and digital waiting lines.
That’s why, as part of your engagement strategy, you need to make sure that the channels and tactics you use can easily scale.
Of course, it’s easier said than done. Simply hiring more customer service and engagement reps is an expensive effort and tends to make your business inflexible.
Fortunately, there are other solutions:
With these steps, you can make sure that your engagement strategy doesn’t suffer as your business grows. That way, you can continue to follow all 11 of the above rules as you hope to better serve your audience, build your revenue, and maximize the potential of your customer experience.