Thanks to the internet, businesses have expanded beyond relying solely on local customers. The potential market for your product is larger than ever, allowing you to connect with eager customers in even the most remote corners of the world. However, overcoming regional barriers often brings you face-to-face with an even greater challenge: the language barrier.
To provide the best experience, businesses must communicate and support customers in their native languages. This is essential for keeping customers satisfied, extending their life cycles, and fostering a strong, engaged community. Research supports this: ICMI reports that 72% of customers feel that support in their native language boosts their satisfaction, while 58% say it enhances their loyalty to the brand.
These challenges align with rising customer expectations, as they now demand higher standards of service from the brands they choose. Customers compare your service not only to competitors but also to the exceptional online experiences they’ve had elsewhere, putting pressure on your business to exceed those expectations. In this context, language can become a powerful differentiator for your brand, leveling the playing field.
Multilingual customer service can add significant value
By adopting multilingual customer service, you unlock a wealth of business opportunities that many companies overlook.
Better CX and CSAT Scores
According to ICMI, 71.5% of customer service leaders believe that providing support in a customer's native language boosts satisfaction. It’s no surprise that language plays a crucial role in enhancing customer satisfaction, as it facilitates effective communication and understanding between the agent and the customer. By speaking the customer's language, you can create improved experiences that significantly contribute to building trust and fostering loyalty.
Existing customers become new customers again
Customers value the effort you put into enhancing their experience. Your business becomes a preferred choice, especially when they are ready to make their next purchase. A survey by the Common Sense Advisory supports this, revealing that 3 in 4 customers are more likely to buy again or use services when after-sales support is provided in their own language. Multilingual customer support effectively helps businesses retain customers, extending their lifecycles through increased repeat purchases.
Your support team is empowered
Multilingual support not only delights customers but is also essential for enhancing the agent experience within your support team. It can be stressful for agents to handle a ticket when communication is unclear. As the frontline of your business, it's crucial to provide them with the tools they need to communicate effectively with customers. By preparing your team for multilingual support, you improve the employee experience, allowing agents to feel confident and at ease while engaging with customers.
Getting started with Multilingual Customer Service
While multilingual customer support offers significant advantages, it's not practical for most businesses to establish native support teams globally. It's essential to evaluate the demand for local support as well as the logistics of hiring, onboarding, and training a large number of agents.
With Getyn Desk, you can effortlessly plan and deliver excellent multilingual experiences for your customers.
Improved self-service with Multilingual Knowledge Base
Proactive self-service benefits both customers and agents, and its value increases when offered in multiple languages. With the Multilingual Knowledge Base, you can create, publish, and manage articles in more than 40 languages on your self-service portal.
Publish articles in multiple languages instantly with Auto-Translate
Auto-translation tools like Unbabel and Google Translate are invaluable for businesses looking to publish self-service articles at scale without increasing their workforce. With the multilingual knowledge base, you can quickly publish and translate your articles into various languages.
Translate incoming tickets and outgoing responses
Getyn Desk now simplifies communication between agents and customers, regardless of language. By integrating with Unbabel and Google Translate, your agents can quickly understand customer requests with just a click. Plus, translating responses to customers is just as effortless!
Don’t let language barriers hinder your business’s ability to provide excellent customer service. When your support team is equipped to ensure customer satisfaction, regardless of the language spoken, they can foster loyalty and advocacy for your brand globally.
