The internet has transformed the way humans transact and communicate, highlighting how diverse language is. Modern globalisation is the pathway that led companies to face more international clients now than before. However, language barriers still exist, and this can interfere with a buyer’s experience.
Your customers should always be at the core of your business objectives, and part of this is providing them with a seamless experience after their purchase. A multilingual help desk, whether in-house or acquired through outsourcing companies, is vital to achieving this.
Benefits of a Multilingual Customer Support
1. Builds stronger customer relations
Imagine the frustration of a customer trying to explain their concern in English or another language that they’re not fluent in. It will often result in a bad experience overall, as they may not get their message across and they will not be able to comprehend the solutions being offered to them fully. Ideally, this should not have to happen.
A report from Common Sense Advisory revealed that 74% of customers would transact with a company that offers sales support in their language. Offering multilingual support shows cultural sensitivity and inclusivity for all types of customers.
Not only that, it increases customer satisfaction and loyalty to the brand. After all, why should they subscribe to the products and services of competitors whose sales team doesn’t support their language? Customers want convenience, so if you offer them that, they will stick with you.
2. Grows your reputation overseas
If you’re building a global brand, then going multilingual is the perfect move for you. A word about your company will travel fast if foreign customers catch wind of your multilingual help desk. It will gain you new customers who are potentially dissatisfied with their old service providers, as well as the opportunity to conquer untapped markets.
3. Delivers your brand message to your customers effectively
Communication becomes less of a hassle and more natural if you can convey your message to the user accurately, and vice versa. Instead of making your customers work to understand information on your website and services, cut to the chase and offer a simple solution to them: translated information.
4. Ensures you live up to customer expectations
Customer feedback is one of the backbones of continuously improving service. Listen to the voice of your customers by giving them a chance to express themselves in their native language. You’ll know what they are thinking and what else they would like to expect from you through feedback forms, surveys, and tickets.
Plus, it’s imperative for your company to offer a service that will satisfy the whole of your market. Rise to the standards they demand and watch the loyalty of your consumers increase.
5. Boosts your sales
Kwintessential notes that there is a potential for an increase of up to 100% in sales every time you make a new language available on your website. This means you get to reach more customers and build an excellent reputation as a global brand. This method is one of the most cost-effective ways to increase your revenue without shelling out too much cash.
Costumers reportedly trust websites who offer services in their language more than those who don’t.
Ways to Implement a Multilingual Customer Support
1. Open a multi-lingual knowledge base
Using powerful translation tools like Google Translate can help your team learn the most basic words in other languages. Set up FAQs with answers that have translation options to fast-track answering the most common concerns. Get a fluent speaker of that language to proof-read your FAQ page to ensure that it uses proper grammar and spelling.
If you have team members who are fluent or have a working knowledge in a different language, encourage them to share what they know with their co-workers. Satisfy your customers while simultaneously enriching your team members with a new skill.
2. Offer multilingual chat support
Technology is smarter now more than ever. Some chatbots offer instant translation services on both ends to make sure the conversation is hassle-free. Install plug-ins on your website that caters to this service.
Besides the multi-language support, your customers will be amazed at the real-time response time from your team. It’s things like these that indeed count for your customers.
3. Outsource customer support personnel
You may also hire your customer sales representatives from other parts of the world to answer more complex queries. Examples of staff you can outsource are call centers, multilingual help desk officers, and customer relationship officers.
This is a great way to build trust with your customers, too. If they know that they can count on someone from your team to understand and tend to their queries, they will be more satisfied and comfortable with the overall post-sales experience.
Happy and satisfied customers result in a successful business. That’s why there’s no way you could go wrong with offering multilingual sales support for your brand. It boosts your image, reaches a broader audience, and promotes inclusivity. Get ahead of your competition by providing a better experience for your users and gain their loyalty.