Multilingual Customer Service plays an important role in shaping loyalty for any organization’s clientele. Stats show that over 80% of customers deem customer service an important need for interacting with any brand or company again.
While improving customer service experience is one thing, adding multilingual support is crucial too. Offering multilingual support greatly benefits the existing voice support provided by any company.
Although the process isn’t easy, the benefits are lucrative enough to push any company to adopt a multilingual support system. Let’s dive deeper into how companies can add multilingual support and boost their sales and clientele by manifolds:
| How to Add Multilingual Support? Identify the Leads Tapping the Natives Adopting Multilingual Architecture What are the Untapped Benefits of Multilingual Support? 1- Facilitates Customer Communication 2- Competitive Advantage 3- Improves Customer Base 4- Enhance Diversity 5- Improves Language Proficiency6- Interpersonal Communication Growth |
How to Add Multilingual Support?
The first thing is to adopt and add multilingual support to the existing customer service processes. Here’s how it can be done:
Identify the Leads
The first thing is to identify the leads a.k.a. the customers reaching out for support. This allows for the finding out the percentage of native and non-native speakers as well as the gathering of data for the support team. Simply put, a company can organize its traffic based on this percentage.
Tapping the Natives
Using the number of native speakers identified – a company can then sort their support services accordingly. By sorting, the company can focus more on the number of customers who feel comfortable speaking in their native languages rather than communicating in English.
Moreover, it also helps gather data on the number of customers who prefer talking to someone native concerning their geolocation. For instance, a Japanese may communicate in English; however, would prefer communicating in Japanese with a representative, if available.
Adopting Multilingual Framework
Using the data derived from the above processes, a company can sort its website as well as other communication frameworks such as emails, online chatbots, etc. accordingly. Adding a self-service option with multilingual settings is appealing.
For instance, internet companies in the US have adopted multilingual support systems on their websites as well as voice chats. Spectrum, for example, allows customers to contact via spectrum customer service number. Similarly, Xfinity, AT&T, Windstream, etc. make it easier for the clients to contact them via respective pages and representatives.
What are the Untapped Benefits of Multilingual Support?
It’s time to look at how the companies can benefit from adding multilingual support in their customer service processes:
Facilitates Customer Communication
One of the major benefits of multilingual customer service is efficient client communication. With native support representatives, customers can truly engage in communicating their issues and acquiring relevant solutions.
It resolves the hassle of a language barrier, allowing both customers and support representatives to provide optimal information. In addition, the support representatives can easily deduce solutions by further inquiring.
This also allows companies to communicate their values to the customers in their native language, helping to strengthen the overall bond with the clientele.
Competitive Advantage
Multilingual support enables companies to gain a competitive advantage in the market. By communicating in native languages, companies can engage with more clients globally as well as outperform competitors by offering exceptional services.
This is especially great for those markets where there’s high competition and the market’s saturated with similar products and services. Offering multilingual support can help orient customers more towards a brand since it brings a unique experience that no other company is offering.
In addition to this, it promotes loyalty among the customers since they perceive an organization as caring since they receive customer services in their native language. By doing this, companies are improving their retention rate, which done only by 5% can help increase profits up to 95%.
Improves Customer Base
With multilingual support, companies can increase their customer base, and enjoy connecting with a global pool of customers. Previously, customers would feel hesitant to connect with the support due to language barriers.
However, now clients and customers can engage with companies without worrying about this hassle. Moreover, organizations can easily connect with customers globally, building trustworthy relationships through their multilingual support services.
In other words, multilingual customer services empower companies to expand globally, engaging with more clients in their native languages without any hassle.
Enhance Diversity
Diversity helps companies stand out in terms of contributing to the well-being of society. Companies with added multilingual customer services can easily support a diverse environment, adding acceptance for both employees and clients alike.
In addition, diversity is one of the core values of modern companies. With multilingual support, companies can welcome employees and customers from diverse backgrounds creating harmony.
Improves Language Proficiency
With multilingual support, companies can expect their teams to become proficient at handling problems in various languages. Individuals having command over different languages can excel in both communication and management roles.
It allows them to deal with clients head-on as well as manage sales across borders where a non-native representative may prove a less useful choice. With multilingual experts, companies can add to their value by dealing with clients without language barriers.
More than 80% of the customers reported having their problems solved as a key metric to sticking to one company. Hence, dealing with issues in the native language can minimize the time to understand and resolve the issue, resulting in a positive customer experience and enhanced loyalty.
Interpersonal Communication Growth
While bilingual customer service representatives communicate with customers and resolve their issues proficiently, they grow professionally as well. With the ability to navigate between languages and engage clients to procure information in an intense environment, customer service representatives can engage with colleagues and work on client acquisitions without any hassle.
Multilingual customer service is something that many companies are focusing on in the race to offer reliable customer services and gain customer loyalty. Adopting such models will only boost the overall performance of any company, generate more leads, and increase clientele.
