Numerous reports have shown that millennials prefer sending texts rather than making phone calls. This means that there is a high probability your clients will engage you via social media or email first before making a phone call. But before we go on further, you need to understand who millennials are.
Millennials, also known as Generation Y, are people born between 1981 and 1996. The oldest being 38 years and the youngest 23 years old. It is important for you to know this, because these are your day to day clients. Basically these are the working class, the middles class, people in their firsts. First job, first car, first kid. These are the buyers driving the economy.
We grew up texting coz we couldn’t afford airtime to call, we were still in school. Then social media came about, a huge communication platform that supports texting. We grew up in an age where internet was becoming more accessible, so having an email address to log in to these social media accounts was necessary. Studies shows that an average millennials have at least 3 emails; for social media, for junk mails & experiments, and an official account.
Instant messaging apps like WhatsApp and iMessenger even spiced things up. Internet is now affordable with very cheap data bundles packages, plus wifi is easily accessible at school , at home, in clubs. No need to buy airtime. Emojies, memes and gifs made texting fun, interesting a colourful. One can express their feeling or sentiments with just one emoji or one gif, and the other party understands the message.
According to ReviewTrackers.com 48.3% of clients do not expect a response when they make inquiries online. The majority 51.7% expect a response. Now this is where it gets interesting, of those who expect a response;
This data if basically for web based services like TripAdvisor, Booking.com and such. Usually they delay users complaints and messages for about 24 hours before notifying the business, so that they can the authenticity of the complaint; but when it comes to social media the rules change. Clients expect a response within 24 hours. The client’s patience reduces when it is a complaint. But all said and done, any response is beer than no response
Major brands realised they were loosing so many clients because they were not paying much attention to social media Inbox and Direct Messages. That’s why they opted for chatbots to interact with clients
Unless your services are unique and you are the only service provider, please note that if a client has inboxed you, they have probably inboxed 3 or 4 other similar brands. This is how they do their window-shopping. Clients will tend to return to brands that respond and engage with them on social media.
Chatbots are programmed to respond to regular queries that clients can ask. Some are sophisticated they can take payments and schedule appointments on calendars. You can have one installed on your social media, but most important, on the website too help deal with day to day queries instantly without keeping the clients waiting.
To know more about Chatbots read this article HERE. For inquires on how you can have one installed send an email to firstname.lastname@example.org
Photographer and Lead Strategist at Silver Klique Studio