The Omnichannel Experience – Our flagship customer support service that includes our multi-channel contact and call center services.
Manage inbound customer care 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 customer care 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.
Looking for ways to elevate your customer service experience, win business, and out-pace the competition in your industry? Visit this page to learn ways to develop valuable insights.
Grow your client base with local ratings and reviews by trying these proven strategies that will get new customers in the door and keep existing customers returning.
It’s almost impossible to find a business that has absolutely no online presence in today’s digital age. With online review sites like Yelp, even tiny family-run home businesses find themselves with an online presence—solicited or not. Whether it’s a website built using Wix, a page on social media, or a pricey mobile app, many businesses in the United States are essentially eCommerce businesses. That is to say, one does not need to operate exclusively online or on sites like Amazon and eBay to be considered as such.
That makes online ratings and reviews equally vital for brands not traditionally deemed eCommerce—they’re the lifeblood of successful businesses today. Furthermore, it’s not as simple as getting noticed on review websites. Social media is poised to become the proverbial battleground for companies of all sizes. At least one has some semblance of control working with review sites—a luxury not afforded on social media platforms.
In a report published by the National Center for Biotechnology Information (NCBI) in February 2021, it states that “Online reviews from previous customers reveal additional information about products, enabling customers to adjust their pre-purchase valuations on products and make better purchase decisions, ultimately reducing the rate of customer returns.” Entitled The Impact of Online Reviews in the Presence of Customer Returns, the NCBI revealed that ” […] online reviews reduce the number of returned products by 20% … online customer reviews were shown to help to form product expectations, and it was suggested that product returns should be considered when examining the effects of online customer reviews.”
Furthermore, Review Trackers reported that 92 percent of consumers use reviews to guide their purchase decisions. Another 53 percent say that reviews are the most influential determinant, with 40 percent using reviews on social media to research brands. This was already the case a couple of years before the pandemic forced entire cities to lockdown for long extended periods—a trend that skyrocketed in 2020 and persists in 2021. Tech startups keep popping up, developing more clever ways to further integrate the digital world with people’s love of shopping.
By now, we’ve hit home how many people’s purchasing decisions are made via the Internet. When they’re not browsing eBay or Amazon for a quick fix, they scroll through their social media feeds. And even though most consumers still prefer spending their money at brick-and-mortar businesses, it’s common for them to read reviews beforehand. Plus, social media provides a great source for word-of-mouth referrals.
Reviews written by strangers are only but a single important source of information for consumers. But word of mouth (WOM) recommendations are an equally if not more compelling marketing tool for any company. This is primarily because they come from friends and family—sources familiar to us already. WOM referrals induce a “buzz” of user-generated content, making them more reliable and valuable than reviews from strangers. Not surprisingly, social proof is far from a new concept; humans are social by nature, and we’ve provided one another with personal recommendations for centuries.
You have a fabulous product or a helpful service, yet they seem ineffectual at captivating your customers. The simple truth is, people care less about what you’re selling than they do about the kind of experience they have doing business with you. The quality of your product and/or service has little to no bearing if your customer service is inconstant, inadequate, or difficult to contact. The worst consequence is friends and family of those customers hearing about their less than satisfactory experience and avoiding your business like the plague. A nightmare come true is googling your company’s name and finding out poor ratings dominate the top Search Engine Results Pages (SERPs).
Many organizations find it difficult to improve their local ratings and reviews because they don’t keep their customers captivated. Some of this has to do with them being slow to adopt certain technologies; in turn, this has prevented them from keeping up with the latest digital marketing trends. Fashion Network reported back in May 2016 that even top-tier luxury brands were struggling to connect with “hyper-connected Millennials.” In 2019, “Gen X” marketers were finding themselves even less connected with “Gen Z” consumers.
It’s important to keep in mind that adopting technologies and trendy marketing gimmicks isn’t enough to woo the “hyper-connected” consumer. Traditional tactics such as creating buyer personas, customer journey maps, building communities, creating valuable content, and establishing positive connections are still quite pertinent. Once one begins enriching the customer experience, you’ll notice subtle yet meaningful reciprocities developing between you and your customers. The biggest benefit, nonetheless, is changing your approach in a way that motivates customers to send new ones.
As business owners, managers, and customer service representatives, we should know and understand that the world is full of unique people. In other words, one should anticipate receiving reviews from various types of individuals from all walks of life. Anyone who has managed customer reviews appreciates how exasperating it can be at times, especially if the reviewer is rude or off the mark. However, responding considerately and pleasantly to negative reviews is far more valuable than merely responding to positive reviews.
Posting surveys on various social media platforms seeking honest input from customers is a great way to display transparency—a rarity in today’s market.
By posting regular surveys on sites like Facebook and Twitter, you’re accomplishing several crucial things at once: 1) your brand is signaling to both present and potential customers that you value their thoughts; 2) online surveys, whether on social media or your website, will potentially improve your content and SEO strategy; 3) assuming one takes heed of what is garnered from customers’ input, you will be more capable of catering to their wants and needs.
The core objective of marketers is to “get inside” the minds of their audiences. Typically, they attempt to do this by collecting data from marketing trends. Trends come and go like the wind, which is why so many marketers find themselves perpetually chasing, collecting (more like hoarding), analyzing, evaluating, and presenting market data to their teams. As a result, nearly 75 percent of people in the marketing field experience occupational burnout, according to a Blind study. That is almost 10 percent higher than those working in finance, accounting, and sales. But it doesn’t have to be that way for your team.
As coined by Allen F. Morgenstern, the creator of the work simplification program, “work smarter…not harder.” It was in the 1930s when Morgenstern and other thought leaders first started promoting time management in the workplace. One of the three primary components of “work simplification” is attention management—limiting distractions, maximizing focus, discovering a frictionless flow, and being present in the moment so one can untether their inner genius.
Rather than following the status quo, recycling content from other sources and blindly trusting secondary marketing data, we can simplify our work by engaging with consumers instead of marketing to them.
Facebook boasts around 1.35 billion users worldwide. Twitter doesn’t come close to having that many, with approximately 270 million users. That means marketing on Facebook offers you 80 percent more in terms of potential visibility. However, there is one other form of digital communication that has 66 percent more accounts globally than Facebook. Over 25 years ago, Microsoft’s MSN Hotmail (more widely known as Hotmail) was the catalyst that thrust email into the public sphere. Before Hotmail, email was primarily used by academics, governmental institutions, and large companies.
It only took roughly three years for Hotmail to succeed in having more than 30 million active users. Unfortunately for Hotmail, Google’s Gmail came along in 2004 and stole Outlook’s glory. But, fortunately for the rest of us, Gmail made the process of sending and receiving emails simpler and cooler. The rest is history. Today, 1.8 billion people around the world use Gmail, with 400,000 using Outlook and 260,000 using Yahoo. Of course, there are various slightly less popular email providers such as iCloud Mail, AOL, Protonmail, and Zoho Mail that should be counted among the combined global total.
By nature, emails are a more formal way of communicating compared to direct messages (DMs) via social media or a messaging app like Whatsapp. This is why documents such as purchase receipts and invoices are sent in emails rather than other forms of digital communication. Unless special circumstances exist, sending receipts and invoices in a Facebook or Twitter DM would be construed as fairly odd.
According to Neil Patel, email is still the most personal way to communicate with people today. Patel states that ” … in the vast majority of cases, business-minded people do not go to Facebook for private, 1-on-1 conversations. (Maybe teenyboppers do, and if you’re in B2C (business-to-consumer) and want to try marketing to them using Facebook’s private message feature, good luck with that.) But business people open Gmail or Outlook or whatever, and bang out an email.”
Don’t assume customers, no matter how loyal they seem to be, will take it upon themselves to write a review. The best way to motivate your customers to leave a review is by simply asking them. Research has proven that 70 percent of customers will write positive reviews if and when you ask. All it requires is for you to come up with a unique and deferential way to ask them to leave a review on products or services they’re happy with.
Ask your customers to “Tell us about your experience,” “Leave us some feedback about our service,” or “Share your thoughts with us.” One of the best ways to help inspire reviews is by creating an easy-to-follow automated review process. By doing this, you make leaving reviews and writing testimonials a regular part of your company’s customer interaction.
The first thing you should understand about asking for honest feedback is that it’s not a quick fix. It takes a certain level of trust and contentment from your customers before they’re willing to give honest feedback. If you try to prompt feedback out of your customers before they’re ready, it might not turn out the way you anticipated. Rather than seeming genuinely concerned about how they feel about their experience, you’ll come across as desperate for validation. Asking for feedback from customers before they’ve had a chance to fully try out your product and process their interaction with your company could be off-putting.
When asking customers for reviews, there is no point in being shy or vague. It’s not as difficult as one might imagine. Getting great reviews each and every time boils down to choosing the right method that best fits your brand. Make your request friendly, brief, and most importantly, humble. Acting too forward or too formal can be a huge turn-off for customers, especially when you’re asking something from them. This is why regular communication with customers is ideal, such as good news about the company, newsletters, and other lighthearted topics—then include your request.
Slip it in towards the end of your communication. By taking this approach, your request doesn’t come off desperate and pushy, or that you’re merely reaching out to gain something.
If you’re an organization seeking to improve your local ratings and reviews, a call center can help. Our agents are trained to deal with customers and help boost satisfaction. This type of marketing is ideal for businesses that primarily operate locally: electricians, welders, carpenters, pipefitters, carpet installers, roofers, drywallers, painters, lawn maintenance, tree trimmers, among many others.
Millennial Services got its start with the American home services website Angie’s List. Thus, our team possesses a vast amount of expertise in dealing with online rating and review sites. Our agents manage key customer service responsibilities such as locating qualified providers, grievance resolution, and account support for your subscribers. We have you covered in real-time, 24/7/365, to ensure that your customers have the best service possible from our friendly call center agents.
They’re proficient mediators and experts at handling all sorts of customer complaints, working to resolve matters in a way that helps your organization preclude adverse outcomes. In addition to reputation management, we help your brand forge more profound connections with customers. The goal of Millennial is to reduce the likelihood of customer attrition. Allow our English-speaking agents to follow up with subscribers via phone, text, chat, email, and social media messaging. Contact us today to learn more about how Millennial can help your company improve local ratings and reviews.