With expansion of business footprints on the global scale, it becomes pertinent to offer customer services in the multiple languages to create a relationship of trust with international customers. If business is offering customer support in multiple languages, here are the fast facts showcasing how to best serve your multilingual customers.
Multilingual Customer Support Results in Customer Loyalty – Many studies reveal the fact when a company extends support to customers in their preferred language, the likeliness of repeated purchase increases by 73%. It is because getting support in the native language helps in establishing trust and lays the foundation of a stronger relationship between company and customer. This eventually leads to customer loyalty and satisfaction.
Win Customers’ Trust with Multilingual Customer Services – There is no walking away from the fact that English is a global corporate language. However, when it comes to establishing instant connection with target audiences and winning their trust, speaking in a native language acts like a magic wand. Customers feel companies understand how the locals think when they provide customer support in their preferred language and this establishes a trust connection. Moreover, customers want convenience and when a company offers them support in their language, they win customers’ trust and make them stick with the brand.
Understand Service Expectations of Different Cultures -. Every customer wants the resolution of their queries but not in the same manner. For instance, South American customers prefer staying on phone calls for longer duration whereas US based customers want to end call as soon as possible. Similarly, Spaniards like direct and clear business discussion whereas saying “No” directly to Japanese customers considered as rude. Thus, building multilingual support is not enough for establishing cross-cultural business relationship with different nations; following cultural nuances is equally important
Customers look for Native Language despite Having Fluency in English – There are many nations where customers speak English language comfortably yet it does not imply that English is their preferred language for business. For instance, Spaniards are well-versed with English language but when it comes to business dealings, they prefer communicating in the Spanish language. Same stands strong for German customers as well. While providing support in the native language, try to replicate the tone, style and choice of words also.
Reduce Multilingual Customer Support Cost by Localizing Website – Localization of self-service support is an integral part of multilingual customer support services. This comprises of localizing a business website page, knowledge base, FAQ’s section, video, etc. Localizing website pages enables customers to search useful information with ease without making unnecessary customer inquiries. However, do not commit the blunder of localizing the support by translating pages. Reason being, even Google Translation services lack the depth and unable to the express the meaning in the way native customers looking for. So, localizing support pages is necessary for providing multilingual customer support in a cost-effective manner.
While most global businesses understand that providing Multilingual Customer Support is the need of the hour, what they are lost on is how to go about it. Hiring customer support staff in-house for different languages is not an easy task. While hiring freelancers may be a short-term solution, that too for basic support, it is not something you can rely on for continuous uninterrupted support. Unless you have sufficient volume to justify the cost of establishing in-house Multilingual Customer Support, it is best to make use of outsourced call center services. By outsourcing to a Multilingual Call centre like LiveSalesman, you not only get the advantage of multiple language support under one roof, you get the benefit of round the clock professional end to end customer support solution so you need not worry about hiring, training or managing your multilingual staff.