Customer-Centered Excellence: Why Multilingual Support Is Essential
Customer service can be a frustrating experience. When people turn to customer service, it means something about their product is broken or confusing. Having to try to navigate these tough issues when communication between the service representative and customer does not flow freely makes it even more frustrating.
To facilitate the best customer experience, a company should offer customer service in the languages of their customers. The goal of multilingual support is to eliminate the language barrier so that clients from other countries may express their demands with ease and get support in their native tongue. According to Hubspot, 93% of customers say they are more likely to work with a company again if they have a positive customer service experience.
Providing Multilingual Customer Support
It’s not an easy task to provide multilingual support. For one, you cannot provide support in every language. The business needs to understand the demographics of its customers well and use that information to best bolster multilingual support. Tools such as Google Translate are not going to be fast and nuanced enough to fulfill customer needs, which is why it’s important to get qualified personnel in the position. Let’s take a look at a few tips for building multilingual customer support.
Localize Websites and Products
A company’s website is often the first resource customers will look to for support. The websites may have forms, FAQs sections, guides and so much other informative content that will solve issues. This is why it’s important to have localized versions of a website based on the area they are accessed from. This will satisfy a lot of customers’ needs before even having to contact another person.
Hire Native Speakers
It does not only come down to someone speaking the language quite well. There are times when knowing the culture of the area being served is crucial as well. Another thing to consider is knowing the idioms or colloquialisms of an area. The knowledge of these concepts only comes from growing up in the local communities, reinforcing the idea that it’s crucial to hire native speakers.
Businesses should monitor the satisfaction level of their customers after having interactions with customer support. This helps identify patterns or where and when customers are happy or not. This also helps reveal what languages and areas might need additional resources.
If your business needs help with language training or translation services contact International Translating Company.