Talking with customers

A report by NewVoiceMedia finds that poor customer support costs companies $75 billion a year.

Customers expect great customer experiences across channels, so businesses are adjusting and innovating to meet those expectations. Emails, live chats, online self-service, social media, SMS, and phone calls are just some of the platforms that can be used.

According to the data, voice-supported communication was the most popular medium in the U.S. (44 percent), Germany (57 percent), Japan (30 percent), the U.K. (31 percent), and Brazil (33 percent).

Investing in multilingual client service requires allocating resources for multilingual representatives, more training, and new tools. Do not view it as a waste of resources and time but as an opportunity. Providing multilingual customer service is beneficial to both buyers and sellers.

• You can increase sales,

• Solidify brand loyalty, and

• Surpass client expectations by empowering and delighting your non-native English speakers.

It takes more than having call center representatives who speak several languages to design a multilingual support system. It takes tools and features that improve customer service, such as chatbots and customer self-service.

The combination of a localized knowledge base and automated chatbots is only provided by a handful of companies. Most companies only provide one of the 3 important aspects of Client management.

Either attract, engage, or retrain. (We provide all 3.) In addition to the back-end systemization.

If you don't want to be in the 29% of businesses who lost customers because they don’t offer multilingual support or in the 65% whose customers switched from to a native provider. Contact us or PM me.

After you have identified the countries generating the most sales and where your online traffic comes from. You need to localize your content, (not machine translate think of pants and trousers, localize)! And hire native support/sales people.

What is it take to have great multilingual customer support?

According to studies, a staggering 12% of customers worldwide have identified the ability to find information without needing to contact a representative as the most crucial factor in determining their satisfaction with customer service. This highlights the growing importance of self-service options and emphasizes the need for businesses to invest in user-friendly multilingual knowledge bases or FAQs. By empowering customers with readily available information, companies can enhance their overall customer experience and foster long-term loyalty.

These FAQs should be added to the chatbot databases which reduce the waiting time for customers with specific needs.

Another use of multilingual FAQs is as social media “did you know” style posts. When someone asks the question which you have a solution for they will be redirected to you. This will generate more visitors and grow your Google Ranking.

By offering clients the flexibility to communicate in their preferred language, you are creating an environment where they can freely express their concerns and needs. Having native-speaking representatives who can fluently converse with them ensures a seamless and effective communication process. Your clients will feel genuinely heard, understood, and truly valued by your company through this personalized approach.

By integrating multiple language capabilities into your customer support, you can greatly enhance the quality and efficiency of your service. With the ability to communicate with customers in their native language, you can minimize misunderstandings and significantly reduce the time spent with each customer. This means your team can swiftly move on to resolving more tickets or closing additional sales, boosting productivity and delivering exceptional service.

Offering customer service in your client's native language is the key to keeping them engaged and loyal. Studies have shown that a 70% of end-users feel a strong sense of loyalty towards businesses that provide support in their mother tongue. In fact, research conducted by Intercom revealed that a significant 29% of businesses have actually lost clients due to their lack of multilingual support.

By prioritizing multilingual assistance, you can ensure customer retention and establish lasting relationships with your valued clientele.

Offering multilingual support is a strategic move that can truly set your business apart in competitive markets. By catering to the diverse linguistic needs of your audience, you position yourself to attract specific market segments that may have otherwise been overlooked. This not only enables better communication and understanding but also helps forge a deeper emotional connection with your customers. Being able to converse in their language shows them that you genuinely care about their needs and are dedicated to providing exceptional service.

Expanding your product details, company information, and customer support to multiple languages is a surefire way to boost your conversion rate. This is especially true in areas where the majority of potential buyers may not be fluent in English for example Europe. By catering to their language preferences, you are able to connect with a wider audience and make them feel more comfortable engaging with your brand.

The result?

Increased trust, stronger relationships, and ultimately more sales.

Implementing multilingual chatbots in your customer support team is a game-changer. These intelligent assistants are designed to handle common questions and simple issues, thus taking off a significant load from your team's shoulders.

Not only does this streamline the support process, but it also leads to increased client satisfaction. With multilingual chatbots available around the clock, customers can access help and get answers whenever they need them. Rest assured that these automated solutions ensure speedy resolutions and consistent responses for all your buyers.

With Chatbot assistants, your customers don't have to be bound by your company's office hours or wait for your representatives to catch up on customer support tickets. They can get immediate assistance and support at any time, in any language enhancing the overall customer experience.

Implementing customer self-service and support features not only benefits your customers but also has a positive impact on your company. By providing your web visitors with access to the information they need around the clock, you can generate more leads and attract buyers even outside of traditional business hours. This ensures that potential customers have convenient access to valuable resources, increasing the chances of conversion and ultimately boosting your sales.

Self-service options are not only cost-effective for your business but also provide a seamless customer experience. Enhancing your online visibility and successfully attracting your desired audience has become easier than ever with the implementation of localized SEO-friendly knowledge bases. By optimizing and localizing your content to meet search engine requirements, you can ensure that your website ranks higher in search results per country, making it more visible to potential multilingual customers. This strategic approach will not only boost your online presence but also drive targeted traffic to your platform. This way, they can effortlessly find the information they need and engage with your brand.

The combination of a localized knowledge base and automated chatbots is only provided by a handful of companies. Most companies only provide one of the 3 important aspects of Client management.

Either attract, engage, or retrain. (We provide all 3.) In addition to the back-end systemization.

If you don't want to be in the 29% of businesses who lost customers because they don’t offer multilingual support or in the 65% whose customers switched from to a native provider. Contact us or PM me.

Statistics for reference

Intercom research say 29% of businesses say they’ve lost customers because they don’t offer multilingual support and, 70% of end users say they feel more loyal to companies that provide support in their native language. 62% of customers are more likely to tolerate problems with a product if they can interact with support in their native language and 58% would be willing to wait longer. 35% of end users would even be willing to switch products to one that offers support in their native tongue!