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.
Customer service has evolved drastically in the digital world. Now, in the age of instant satisfaction, your audience expects more from you than a simple hotline to call.
Enter the omnichannel contact center. It doesn't solve all of your problems, but we have to say it: it comes close.
Customer service has evolved drastically in the digital world. Now, in the age of instant satisfaction, your audience expects more from you than a simple hotline to call.
Meeting and exceeding their expectations is not easy. Many companies struggle to meet their customer’s needs, which can have devastating consequences. According to one study, businesses lose $75 billion every year due to poor customer service.
It doesn’t have to be this way. Technology is too advanced, and the customer service field has come too long of a way, to simply give up and accept that many of your customers will be unhappy.
Enter the omnichannel contact center. It doesn’t solve all of your problems, but we have to say it: it comes close.
So let’s dig into how omnichannel contact centers have evolved from their more traditional counterparts, and why their core benefit—a more flexible support strategy—is central to their success and essence.
What did customer service look like 30 years ago? You might still remember it. In this environment, it was simple: you had a customer service hotline, which was the only way to contact the company if you had a question or complaint.
That’s an easy setup for any business, of course. You only have to manage one channel, and can streamline all of its communications.
But as convenient as it is (and was) for businesses, it’s also devastating from a customer support perspective. What if they don’t like that channel? Worse, you’re creating a bottleneck that can only be solved by a specific type of communication (typically the phone call).
Some businesses still embrace this model today, though some have moved to a different channel like chat or email. More successful ones, though, have evolved to multichannel customer service.
Multichannel customer service is an attempt to rectify the drawbacks of single-channel, traditional support. Customer service lines are spread out multiple channels such as phone, email, and website. The customer can pick and choose their favorite channel to get their questions answered and engage with the company.
The element of choice has made multichannel customer support more effective and popular than its single-channel alternative. But it also presents significant business challenges, which funnel down to the customer experience.
What’s fundamentally lacking in this model is a connection between the channels. Customers who call, but follow up with an email, may never get a resolution. Worse, their experiences may be entirely disconnected. That’s because companies in this model tend to have trouble connecting the dots, gathering consistent data, and drawing customer insights.
And here’s the problem: according to research done by Salesforce, 70% of customers across industries expect a seamless support experience. Multichannel support tries to increase choice but disconnects the process in the meantime.
If neither of the above works well, what’s the alternative? That’s where omnichannel support services enter the equation.
In this solution, multiple channels are not just options but connected by a larger strategy. That allows customers to communicate how they want, without losing consistency in the process.
More specifically, businesses adopting an omnichannel support strategy tend to reap these 6 rewards as a result:
Let’s dive into each of these in more detail.
We already mentioned above that omnichannel support allows you to meet your customers where they are. Today, audiences across ages spend hours of time on their phone—and yet, many of them don’t actually want to pick it up to call anyone. Live chat support, social media, email, and text, have become viable alternatives.
Of course, some of them still do want to call. And yet others will make their preferred channel dependent entirely on their mood and given situation.
In other words, your audience wants and needs help on their terms—and they need it now. Only a comprehensive omnichannel support strategy can help to give them what they want.
Think about it: what if your website offered an easy way to chat, email, or call one of your agents? What if your social media account was staffed by the same agents, who could answer questions the same way? The seamless nature of that experience would be a massive win.
Through omnichannel support, you tailor your entire customer service strategy towards your audience. As a result, you drastically improve their customer experience, making them more likely to return and recommend your business to others.
In other words, an omnichannel customer support experience actually improves your brand experience. That makes it a valuable (and highly sought-after) point of differentiation when it comes to customers choosing between you and your competition.
It’s not just about your customers. It’s also about the people on the other side of the line. Because if they’re not happy, they’re not productive. They leave, and they leave dissatisfied customers in their wake. Not a great resolution.
Customer service is a demanding profession. It requires both expert knowledge and the ability to calm agitated members of your target audience.
Add to that the increasing demand from companies to see performance metrics and understand their customer service ROI That’s probably why contact centers have among the highest turnover rates in any industry.
It might sound counterintuitive, but a good omnichannel strategy can actually counterbalance that worrisome trend. Bringing all channels under one larger umbrella, and using a single platform to both manage tickets and track results, reduces both stress and extra duties for agents who now have more time to spend on actually helping customers.
The resulting benefits are multilayered. It costs less to retain an employee than it does to hire a new one. Moreover, less turnover results in more consistency, leading to a more seamless and positive customer experience as a result. It’s a win-win.
Pop quiz: can your company track pure marketing ROI that isn’t based on last-click attribution? Most still don’t. Multichannel call centers have long suffered from similar drawbacks, with their ability to track individual channels counterbalanced by the struggles to see the bigger picture. That’s changing with the omnichannel approach.
In this philosophy, data insights are tracked in a single platform, and drawn back to the overarching goals within the larger strategy. As a result, you’re able to truly optimize your data insights.
Think about it: a successful service phone call means that much more if you can also connect it to a previously unhappy social media customer service experience. You begin to treat your customers as full individuals, rather than single contact points.
That has real-life advantages in its own right. Every touchpoint becomes another data point for your agents to leverage. They’re able to see past interactions and orient themselves differently as a result. That seamless experience mentioned multiple times already? The data insights you can gain through this omnichannel approach makes it possible.
Let’s face it: successful omnichannel support only exists because of the technology that allows it to happen. But turn it around, and it’s just as true: that technology is one of the core benefits of an omnichannel strategy.
Put simply, an omnichannel strategy allows you to take better advantage of modern tech solutions. Take data visualization and even machine learning as examples. Both take and manipulate data for deeper and more actionable insights. Better data allows you to better leverage their abilities.
That’s especially true because of the integration possibilities modern tech tends to offer. Through simple bridges, you can transfer data and optimize your customer and agent experience even further. And because it all connects together, the return is well worth the initial investment setup.
That modern technology, of course, is still dependent on each company and their preferred approach to omnichannel solutions. Still, it does and should play a vital role in setting up an ecosystem designed to build a seamless customer experience.
Finally, omnichannel support wins because it allows you to think bigger. It doesn’t just bring your customer service efforts under one comprehensive umbrella but also connects that umbrella to the even bigger picture: your business strategy as a whole.
Think about who you are as a business and as a brand. Where do the customers stand? How do you ensure their satisfaction, from the first time they see one of your ads to the time when they’ve become your biggest brand loyalist?
That full-picture customer journey goes far beyond customer service, but it’s an important middle part. By building a comprehensive omnichannel support strategy, you’re able to link your strategy in with the larger business goals and objectives and, as a result, maximize your chances for success.
Approaching the topic this way can take a number of forms. You might want to, for instance, connect your customer service SMART goals to your business smart goals. You might also want to integrate your data solutions for more comprehensive analysis and reporting. The possibilities are (almost) endless.
Ultimately, it’s all about your customers. Through an omnichannel support system, you make sure that you can build a seamless experience that doesn’t just work in the moment, but also allows you to optimize your communications platforms over time.
Seeing one channel outperform others? Understand why, and shift resources that way. Keep your channels in balance and make sure they work with each other.
This type of balance allows for a level of accessibility that doesn’t just speed up responses but considers each customer (and their question or problem) more holistically.
That all sounds clearly beneficial, and maybe even obvious. So why doesn’t every business simply follow the same formula? Because it’s more difficult than it looks.
Integration sounds good on paper, but can be difficult to achieve. Put simply, it’s hard to keep track of all the communication channels you offer. And even if you can, it’s tough to connect it all back to a larger strategy at all times.
Get it wrong, and the results for your customers will be less than great. But if you get it right, you can build a crucial competitive advantage over your competition. So let’s talk about how you can get it right.
You can’t just use a software solution. You need agent, channel, and strategic expertise by your side. That’s why working with an omnichannel contact center tends to be your best bet.
In that case, your provider has already taken care of the hard parts. They have a process in place, and the technology ready to start tracking and spitting out valuable data. All they need is the nuance and strategy of your business to plug in.
Find the right provider, and you get the baseline for a successful omnichannel strategy. You get a comprehensive overview without forgetting the nitty-gritty. Even better, you get experience in this approach that’s invaluable and impossible to replace.
That’s where we come in. Millennial Services prides itself on its omnichannel support abilities, building synergies with our clients and across channels like phone, email, chat, texting, and social media.
We treat customer support as a strategic undertaking, a complex web of strategy and execution that leads to long-term ROI and benefits for your company. Best of all, we do it with dedicated, US-based agents who are ready to help your business succeed.
We believe in omnichannel support because audiences today demand it. That’s why we’ve built our business model around it, and have helped clients like you succeed. With an omnichannel customer service partner by your side, you’ll be in good hands and ready to help your customers on every level.