Stats illustrate that there is a 70% increase in customer loyalty when businesses offer a more personalized experience. With a large number of product substitutes and companies operating in the same market, businesses must provide value through personalized experiences to attract customers.
One of the methods of achieving this goal is to provide multilingual customer services. For those who don’t know, multilingual customer services focus on providing communication in different languages. Implementing it brings great benefits and can enrich the customer base of any organization.
Let’s check out how offering multilingual customer service is advantageous for a business and how it can be implemented effectively within the workflow:
The Perks of Multilingual Customer Services
- Enhanced Customer Care Experience
The more means there are to communicate with your customers, the better your representatives can cater to their queries and issues. Adding multilingual customer services also helps the customers to communicate without any language barriers and get optimal solutions.
Let’s talk about Spectrum, a leading internet provider in the US. Offering great deals on internet services, Spectrum has the option for its Spanish customers to contact them through Spectrum servicio al cliente en español. This makes it easier for its customer base to interact without any hassle. This service feature allows businesses to create personalized experiences for their customers without any hassle.
- Diverse Organizational Culture
Adding resources to handle multilingual customer services can improve diversity in the organization.
With a focus on providing support in multiple languages, businesses will most likely hire people from various backgrounds. This also allows cross-cultural growth in the organization as people from different backgrounds come together under one roof.
- Expanded Market Reach
Adding multilingual customer services allows companies to interact with customers from various markets, communities, and ethnic backgrounds. This also helps them to expand their brand awareness by tapping into the previously untapped customer pool.
Moreover, it allows them to improve their products and services to tailor them according to the demands of the new customer pool. Ultimately, it enhances product development.
- Increased Revenue
With a greater focus on entertaining more customers from various backgrounds, companies focus on creating customized products and services. Not only does this encourage personalization but also improves customer experience.
In other words, they can engage more customers from different backgrounds with multilingual support, add more products and services to their catalog, and generate more revenue.
- Competitive Advantage
Instead of creating product substitutes in the existing saturated market, businesses can add more products to their catalog, generate more revenue, and perform better than the competitors. This can be accomplished using multilingual customer services – gaining information on what the audience is looking for, and adding new products to the catalog – a new competitive edge for the business.
How to Implement Multilingual Customer Services?
- Determining the Level of Assistance Required
The first thing is to find the level of assistance that the business will be offering. This can be done by focusing on queries such as:
- The markets being targeted: a business performs analysis on the potential markets that it’s aiming to explore or attract customers from.
- The rarity of the languages in consideration: based on targeted markets, the business can decide on the languages it wants to use in its services. Finding the right resources for the languages chosen is important for launching multilingual customer support.
- The scale of the model to launch: based on the markets and languages chosen, the business then decides on the scale of the services that it wants to launch.
- Add Resources for Assistance
With the above objectives, businesses can estimate the resources required for launching the project and running it successfully. In most cases, they would initiate multilingual customer care with limited resources, providing support for limited languages.
Once the project is up and running, businesses can find the backgrounds of customers it’s attracting with analysis. It can even source information on the potential languages that can be added to the current system.
- Leverage Tools
Launching multilingual customer services is one thing but to ensure that things run smoothly, the business needs to leverage the right tools for this purpose. Most importantly, it needs a system that can easily assimilate additions without any hassle.
Several notable names including Knowmax, Five9, HappyFox, etc. have proven to be useful in providing a complete helpdesk suite for customer service providers.
Based on the requirements, businesses can choose a system that integrates multilingual customer services easily. In addition, they can also use AI tools and integrate them with self-service portals to enhance engagement.
- Create Best Practices
To ensure that the processes remain seamless and customers face no issues communicating via the added services, a business must create best operational practices. These practices range from using the available tools to communication tones.
It’s important because when communicating with the customers, the business has to respect their culture. Communicating with a native English speaker is different from communicating with a native Japanese speaker.
Therefore, there is a need for best practices based on the language models being implementing.
In the end, once the multilingual customer services are up and running, the business needs to promote its services. Adding ‘now offering services in language 1, language 2,’ on social media handles and websites can easily engage customers. In addition, regular feedback on the workflow of the model will help mitigate issues and smoothen the processes for enhanced engagement.
