A positive customer experience is the priority of every business. Ensuring that the products and services provide value is one thing but ensuring the pre-service and post-service experiences are customer-centric is crucial.
There are multiple ways to provide an enriching customer service experience but communication takes the lead. Understanding what the customer is talking about, acquiring all the information, and quickly working on the problem is based on smooth communication.
Providing multilingual support can also lead to an enriching experience for the customer. How? Let’s check out how multilingual customer service can boost your clientele:
- Expanded Market Reach
One of the many goals of any business is to expand and interact with a bigger market. While product and service improvement can help achieve this, multilingual support can help acquire more customers.
Take Optimum, for instance. Being one of the leading internet providers in the US, it offers services to customers in more than 20 states. It has a dedicated customer service for Latin customers through Optimum español.
With this, Optimum has an expanded reach, with subscribers of more than 2 million around the country. Having a multilingual support allowed Optimum to interact with more customers, which, in turn, helped expand in underserved markets.
Hence, with multilingual customer support, businesses can tap into unexplored markets and grow their customer base.
- Increased Loyalty
Offering a positive customer service experience helps the brand earn loyalty. Stats show that more than 60% of customers interact repeatedly with businesses that offer good customer service experiences.
Offering multilingual customer services allows customers to interact with businesses without facing any communication issues. This creates a sense of trust as the customers can count on the business for support in their native language.
In addition, with more satisfied customers, businesses can generate positive word of mouth. Satisfied customers can refer such businesses within their circle based on the customer care experience they had.
- Better Feedback
With multilingual customer services, the representatives can easily communicate with the customers in their native language. This makes it easier for the representatives to get first-hand reviews from customers about their products and services.
This makes analyzing customer experiences better in terms of coming up with the right strategies to target any audience. Moreover, a business can collect information from customers of different backgrounds, helping to enrich the business model with strategies that would target diversity.
Using this information, the business can also develop products that will target a specific audience.
- Improved Productivity
As the company can target multiple demographics based on the feedback received, it can enrich its production eventually. This helps improve productivity since the company is now offering services that can address the needs of customers from various backgrounds.
Moreover, it equips the representatives with the knowledge, which can be used to:
- Recommend new products and services based on customer background.
- Use tools and methods to resolve queries and issues promptly.
Having multilingual customer services, companies can ensure faster response times to multiple queries since each representative will be entertaining specific customers. This helps reduce work log as well as manage tickets swiftly.
- Competitive Edge
By entertaining more customers, companies can easily improve the customer retention rate. Customers tend to align with companies that facilitate them earnestly. Seeking this, companies can engage in multilingual customer care with a clear focus, enhanced diversity, and better performance.
This not only helps increase the retention rate for existing customers but also gain more customers through word of mouth (as mentioned earlier). But most importantly, it helps companies gain an edge over their competitors.
Expanding into the new market, companies with a high-end focus on ensuring positive customer care can help engage more customers. This increases their margin of clientele and ultimately the profits to be earned, since customers prefer their brand instead of the competitors.
Moreover, this also improves the Net Promoter Scores, which focuses on the probability of a customer recommending a brand to others.
How to Address Challenges in Multilingual Customer Services?
While multilingual customer services can help a company engage more clients and expand its reach in the market, several challenges in its implementation should be addressed:
- Identifying Customers’ Language Preferences
A company needs to identify the languages that it wants to offer in customer services.
From web analytics to geological data, customer care interactions, and sales reports, information from multiple sources can help the company narrow down on the language preferred by their customers.
- Hiring Resources
Even if the preferred languages are taken into account, the company must find the right resources to add to the team. This means rigorously searching for the required resources that are capable of handling the project’s needs.
- Embracing Cultural Best Practices
Another challenge in implementing multilingual customer services is ensuring that all cultural practices are implemented throughout the processes. From tone of voice to supporting materials, the company needs to assess what’s required in terms of achieving success in implementing a multilingual customer care structure.
