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.
It's all about speed--and maybe a little bit about convenience. Great customer support is a core component of scaling any type of business and in 2020, live chat support has to be part of that equation.
A study by American Express found that more than two-thirds of American consumers, almost 70%, are willing to pay more for companies that deliver excellent customer service.
But here’s the problem: while 80% of CEOs believe their company delivers that kind of service, only 8% of their customers believe the same thing.
Where does that disconnect come from? Try channels. You might rely on phone and email to help customers with their problems. But what if they’re looking for instant answers instead?
Enter live chat support.
In more ways than one, it represents the present and future of what your audience wants. Industry revenues are expected to rise by 50% in the next three years.
Of course, it can also be difficult to implement or scale without the right resources in place.
So let’s talk about it. This article will cover the reasons for the recent explosion of live chat support, and why not every company might implement it. We finish with a consideration of outsourcing, and what that might look like for this channel.
Customers love it, and you can scale it easily. Let’s dive into the reasons companies are increasingly investing in chat-based customer service, and why it probably makes sense for your company, too.
Let’s start with the obvious: the most important reason to invest in live chat is the fact that your customers love it.
In 2017, JD Power found that more customers across industries prefer live chat (42%) than any other communications channel. The same study also found customers more likely to recommend the channel than any of its alternatives.
Those numbers track with more recent studies, too.
At 73%, chat support offers the highest satisfaction rate of any customer service channel. It’s worth digging into just why this option is such a win:
Satisfaction is a natural goal of customer service. But what if we told you that this channel is just as beneficial for your own company?
Customer support can be expensive. It’s difficult to scale, too–especially during phone calls, which always require a 1:1 customer-to-agent ratio. That’s not true for this alternative.
In fact, skilled agents can handle up to 6 simultaneous chats at once without losing quality or response time. Not every new chat requires a new agent.
Imagine the difference that makes when you’re looking to scale your business.
Successful entrepreneurs know: there is such a thing as growing too fast. Scaling without care means not being able to keep up with resources or core competencies.
If your customer base triples, can your service and support keep up its success rate?
With live chat, it can. Because the agent-customer ratio is far better than 1:1, you can multiply your customer base without dropping in service level.
If you don’t have a competitive advantage, you don’t compete.
You might have heard that quote from former General Electric CEO Jack Welch, as its made its way into plenty of board rooms. That’s because it’s obviously true: to sustain in any industry, you need to offer something other companies don’t.
What if we told you that live chat could be just that ‘something’?
We’ve already established that your customers love it and that it makes your operations more efficient. So here’s the perplexing part: according to one study, only 9% of businesses currently leverage live chat support.
Meanwhile, 21% of chat queries for websites that do offer it go unanswered.
The takeaway: getting this support channel right almost immediately sets you apart from your competition. Because customers love it so much, that creates a competitive advantage that is truly sustainable.
Partially because of those above reasons, live chat support can have a positive impact on your entire bottom line. Consider some recent findings:
Customer service starts long before the actual purchase. This is a channel that makes a real-time impact on creating new customers, increasing both conversions and revenue as a result.
It’s not just about that first-time conversion, though. Live chat also improves loyalty among your customer base.
That’s naturally connected to the first point we made above. Customers are more satisfied when they use this channel, so they become more likely to stick with you.
But it’s not just about that. We know that an improved website experience leads to more brand loyalty. Adding a chat window to your website is a natural tool to build that experience.
Finally, chat support is a natural way to collect voice of customer data, records of conversations on any support tickets.
Any live chat transcript has that data. You can use it, analyze it, and improve your messaging and the company itself. There’s a reason that one study found VOC data to improve annual revenue increases by up to 10 times.
All of the above benefits sound great–in theory. But let’s be honest: this is no magic pill or silver bullet.
One reason live chat tends to fail is because in-house management can become cumbersome. It’s difficult to manage without dedicated expertise or agent support available, leading to more problems than advantages.
These are some common reasons why live chat support fails more often than it should. They’re not reasons to stay away altogether, but cautionary tales on how the entire operation can go sideways.
Manning a live chat window is a unique skill. As mentioned above, it requires the ability to multi-task, but it also requires quick typing skills and language skills for this channel.
Not every company has agents with these skills in hand.
The result, too often, is shoehorning agents that are better served on the phone or for in-person support into live chat windows. As you might expect, the results aren’t always pretty.
According to research by Kayako, 40% of customers are not confident they’ll have a good experience when opening a chat window. The same study found that 56% of consumers cannot recall an exceptional chat experience.
Circumventing this problem takes training and staffing strategy. That, in turn, takes time and money. Just like that, a core benefit of live chat support is wiped out.
Somewhat connected to the first reason but worth calling out in its own right is a lack of resources that many businesses face.
Long-term, live chat saves time and money. But the implementation is still crucial, and it’s still an added line item when first implemented.
We know that a limited budget is among the biggest customer service challenges SMBs face in 2020 and beyond. Adding the software and implementation of live chat, not to mention the training necessary to onboard agents, can blow through that limited budget.
That’s especially true as demand grows, and a more expanded plan or a greater cadre of agents need to be deployed. Especially for smaller businesses, the resources just might not be available to manage this growing demand.
The final reason in-house live chat support tends to fail is not based on resources or talent, but philosophical.
Even though we’ve established chatting as customers’ preferred communications channels, most companies still believe that the phone takes the cake.
As a result, they tend to prioritize phone-based customer service. Resources in training or budget may be unavailable not because they don’t exist, but simply because they’re used in other channels the company prioritizes.
Because of its unique features, this is another common reason for chat support failure. A lack of commitment to it results in de-prioritizing the effort, and failure to adjust to its unique features and advantages.
So far, we’ve established two core truths:
That brings us to a natural solution to leverage the benefits of the channel without succumbing to its failures: outsourcing your live chat efforts.
In many ways, it’s a perfect balance. All three of the above drawbacks can be mitigated by outsourcing the service, unlocking the potential for all of the benefits to take place.
You don’t have to outsource your chat customer support. But if you find yourself in any of the above scenarios, it becomes at least a viable option.
Of course, outsourcing any services is not a silver bullet. It doesn’t magically solve all your problems. You have to be diligent in taking steps that ensure you can get it right, and truly leverage the benefits of the service.
These steps are vital. Without them, live chat support is likely to fail. With them, you have a high chance of actually improving customer satisfaction, conversions, and loyalty.
When you do get to that point, scaling your business becomes natural. You no longer have to worry about outgrowing your customer support capabilities. Chat support will grow with you without major incremental cost changes.
At the same time, we can’t stress this enough: you need a partner, not a vendor.
When outsourcing live chat or any other customer support piece, anyone working on your account should be invested as you are. Without that commitment, you run the risk of never getting to the results you need for sustainable growth.
Live chat support is not just the future–it’s here to stay. Is your business ready for it? If you partner with the right outsourcing opportunity, it just might be.