TOKYO -- For a generation that thrives on texts, tweets and instant responses, being put on hold for customer service is a sure deal breaker. Millennials just don't have time for toll-free numbers that may or may not lead to an agent with answers.
But what if getting hold of an agent was as simple as clicking an icon on a website or tapping one's smartphone to initiate a chat? What if a seamless transition to video conferencing allowed the customer to show exactly which part of a product might be broken? Or what if the agent could enter the customer's screen through co-browsing to solve a technical issue?