Millennials and Gen Z are the digital generations. They have grown up in a fast-paced and technology-driven environment. Therefore, these generations have come to expect immediate gratification and rapid response times, which is why they favor website chat over direct email or phone communication.

One key reason why website chat is preferred by the Millennial and Gen Z generations is due to the convenience it provides. With website chat, users can instantly communicate with a customer service agent, get questions answered, and resolve issues they may be facing, all in real-time. This removes the need to wait on hold or send emails that could take hours or days to receive a response. As reported by Forbes in the article It’s Alive: Why Live Chat Is So Important For Brands:

A second reason why website chat is preferred is due to the ability to multitask. With website chat, users can digitally engage in a conversation with a customer service agent while simultaneously being able to work on other tasks. This contrasts with traditional customer service methodologies such as phone calls, where customers could be on hold for long periods of time, and emails, where customers could have to wait for a response.

Website chat also offers a level of privacy that traditional phone and email does not provide. Users can discuss sensitive issues through website chat without the fear of being judged or having their information leaked. Confidentiality and safety are particularly important to the younger generations who place a high importance on personal data protection.

Furthermore, website chat offers a more efficient way of communicating with customers. With website chat, customer service agents can manage multiple chats at one time, allowing them to help multiple customers in less amount of time. In contrast, phone calls only allow customer service agents to assist one customer at a time.

Website chat also allows for a clear and concise record of the conversation transcript to be kept, which can be referred to in the future if needed. This advantage makes HR and legal issues easier for review. Furthermore, utilizing templated responses keeps customer service agents compliant in cases where your industry requires regulated verbiage.

Another benefit that website chat offers is its ease of use for staff. As noted in the HubSpot article What Is Live Chat? (& Why Your Customers Need It):

This streamlined form of communication works in a simple way. First, staff must indicate if they are available to receive customer service inquiries. If available, then you can route new, existing, or follow-up conversations to specific staff members. All routing can be customized based on your unique business and the customer’s needs. If no staff is available during off hours, customers can easily leave a callback or email that alerts staff to contact them the next business day.

Overall, it is evident that Millennials and Gen Z favor website chat over direct email or phone communication. This is simply due to its convenience and efficiency, the ability to multitask, and the promise of confidentiality. As a result, it has become crucial for businesses to invest in website chat to provide their customer base with the service they expect. Utilizing website chat tools not only helps improve customer satisfaction, but it also aids businesses with keeping up with the ever-advancing technological improvements of our society.

If you want to increase your business sales, contact ALTAMIT LLC, an industry leading marketing and technology firm, to learn how you can implement website chat for your business today. Visit ALTAMIT.net to chat live with an online specialist. Or call (888) 377-ALTA, that’s (888) 377-2582 to speak with a specialist now.