We all love good customer support. But, in the globalized marketplace, it isn’t enough to offer good customer support. If you want to keep customers coming back, you need to ensure that your customer support is great. Great customer support is when you go beyond the call of duty.
So, is there a strategy?
Well, one way to begin is by adding a multilingual support system. There are several benefits to this.
Enter New Markets
A multilingual customer support system can help your company expand into new regions. This can be helpful in terms of cutting down costs. You won’t have to invest in a translation team or service representatives to meet language requirements for each market. The solution can also scale with changing needs.
Boost Deflection Rate
It can be very challenging to improve customer satisfaction rates and bring down call volume rates. The solution to help you do this is a multilingual customer support solution. Studies indicate that around 91% of customers will refer to an online knowledge base if it is made available to them in their language.
Multilingual customer support systems are more inviting and they help customers find the answers without completely relying on live support. Such a system will also bring down the cost of translation as you won’t need translators to rewrite your content.
Respond in Real-Time
Customers these days expect answers in real time. By embedding multilingual solutions into your live chat solutions, you can make this a possibility. Multilingual solutions integrate with your support platform, making it possible for customers to connect with service representatives in their own language.
Improve Experience
Customer support experiences are very important and multilingual customer support solutions make this a possibility by proving multilingual information sharing options.
Add Over-the-Phone Interpretation and Website Localisation
Multilingual customer support solutions can further enhance your support services through the localisation of your website and over-the-phone interpretation. They can access content in their own languages and talk to people in real-time, which will improve the clarity of information shared.
Conclusion
Multilingual customer support solutions eliminate the need for hiring multi-language customer service representatives. This helps make your service departments increase their productivity by freeing up service representatives for the handling of inquiries. This ensures that your entire representative team is utilized to the maximum in an efficient manner.
So, it’s fairly clear just how beneficial multi-lingual customer support solutions are for increased productivity and customer engagement. For growing businesses that have no option but to localize their services, a multilingual customer support system is the only way to draw in local consumers in an agile fashion.
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