A new study shows that millennials prefer live chat over phone and email interactions.
According to a report discussed by professionaljeweler.com, 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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