Millennials Want Online Businesses to Provide Live Chat

A new study shows that millennials prefer live chat over phone and email interactions.


According to a report discussed by, 28.9% of consumers prefer to interact with retailers through online chat (25.85%) or messaging apps (3.1%) while deciding on whether or not to make a purchase. This is driven primarily because most millennial shoppers have embraced new technology such as chatbots and messaging apps.

Together, these chat tools are now more popular than phone conversations (28.7%) and email (27%) as the preferred method of interaction. Many online consumers look for the live chat option when they visit a website.

The survey is based on more than 1,000 consumers. It highlights the important role that millennials are playing in this shift. Among consumers who are 18 to 34 years-old, more than a third (37%) of respondents chose live chat as their favorite way to contact companies. Less than a quarter of the same demographic ranked phone or email as their top choice. More and more new internet users don’t want to pick up their phone. They don’t want to spend time emailing companies back-and-forth either.

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Improve Your Online Customer Service

If you own an online business, you have to be able to take care of online customer service issues quicker than someone with a million Facebook friends can tell them that you haven’t.

Software programs like Rhino Support can put you in constant contact with your customers. They offer live chat and helpdesk software for small to medium sized businesses.

cultivate-customer-complaintsDo your best to keep track of your customers’ activities across various platforms. For example, if a customer calls you regarding a problem and your customer service team is able to quote a tweet or a post the customer made, it would have a lasting impression on them.

If it’s a public tweet or post, it could also sway their friends to utilize your products and services too. Birds of a feather do flock together. If one bird sees another bird receiving immediate positive feedback, it’s as good as a personal referral – maybe even better!

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Use Live Chat Options Everywhere Your Customers Interact with You!

Live chat is a powerful sales tool. But don’t confine it to just your web page.

Giving your site visitors the option to chat with a sales representative is a key driver in increasing revenues. If you don’t yet have Rhino Support set up on your business website, then you’re missing out on major impact potential. Chat options help in terms of conversion optimization and loyalty marketing. Research indicates that 85 percent of US online consumers like to give repeat business to e-commerce companies that resolve their issues quickly with live chat.

To help develop your strategy, consider:

What channels are your target customers frequenting the most?
What will you need to do to maintain a thriving presence on all of these platforms?
How do you plan to integrate all of these channels to create a cohesive customer experience?

Also consider what types of content drive the most sales for your specific audience. Should you be promoting a gated e-book as a magnet for lead capture? Can you close a lot of deals by hosting a sales-oriented webinar? Lots of testing will determine which ploy works best for you and your company.

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Special thanks to Columnist Tamar Weinberg for her article here:

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