Abstract
Firms need to deliver high quality customer service to retain clients and improve performance. For online companies, a key customer segment is the highly technologically skilled millennials. This study seeks to better understand millennials’ preference for text (chat) or talk (call) mediums when receiving customer service during the online buying process. Millennial focus group participants found chat interactions best for simple questions, handling account details, gathering information, and securing a transcript. Calling was viewed as superior for sensitive information, complex questions, and when assessing the agent’s voice tone. Discussion of the findings, limitations, and suggestions for future research are provided.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
