A company’s entry into the international arena opens up new opportunities for promoting the brand and increasing profits by attracting foreign customers. Most well-known and successful companies have modified their customer support for different regions. Business owners who plan to move out of the sea into the big ocean should start doing this as well, if you have not done so already.
For the customer, the ability to communicate with agents in their native language is a significant bonus. In a competitive environment, it is important to keep the business of the client, create conditions for them to quickly and effortlessly receive the necessary information, appreciate the company’s merits and become active. Multilingualism is a competitive advantage of the business and helps to unlock its potential.
When considering providing multilingual customer support, a lot of companies view it as a premium service or an unnecessary expense. The reality is that, in today’s business world, providing your customers with multilingual support is becoming a necessity. In this article, we will talk about some of the business benefits of providing such services to your customers and how you can do it without breaking the bank.
The world today is more connected than ever before and this will only increase with the development of new technologies. What this means is that your customers are not simply the people who live around the corner from you or within a certain proximity. Any customer, from anywhere in the world can access your website and decide to make a purchase. This is especially true for businesses in the e-commerce area. In the event that they encounter any issue while trying to make a purchase or simply have some questions about a product or service, they will contact your support team.
It is very important that your agents are able to communicate effectively, not only to answer some basic questions but also to convey the benefits of the product or service. If you are able to have such conversations with your customers in their native language, this will really streamline the communication and the entire purchasing process, which can lead to greater revenue. This way, providing multilingual support can pay for itself.
Show the Customers That You Truly Care About Their Experiences
Research indicates that 70% of buying experiences are based on how the customer feels they are treated, and 89% of consumers stop buying from a business because of poor customer service. How satisfied do you think the customer will feel if the agent they are speaking with cannot even answer simple questions? In fact, not only will the first support call end up in a bad experience, but this call will need to be transferred to another agent or escalated to a higher ranking team member which will only add to the aggravation of the client.
You have an opportunity to avoid all of this by simply offering multilingual support from the beginning because this way the customer will feel greater assurance that any issues they have will be resolved quickly and competently. This will also go a long way towards helping you retain existing customers because they value the lengths you are going to make their experience pleasant and will reward you with their business.
Scale Your Business Faster and More Efficiently
As your business continues to grow and expand to new markets, you need to be ready to handle a greater volume of customer inquiries and that’s exactly what multilingual support allows you to do. A quality service provider will be able to put a plan in place for handling calls and messages that are in languages other than English. There are many benefits to such an approach. First of all, it will allow you to minimize the number of IT tickets since the questions will be resolved by the agents during the first call. You will also be in a better position to start onboarding new customers since your marketing and sales team will have the full support of the customer service teams.
Trust Pexly With All of Your Customer Support Needs
If you are looking to implement multilingual customer support for your business, consider hiring Pexly to take care of the entire process from recruiting the agents to project implementation. In total, our agents speak more than 30 languages and we will be able to source and recruit candidates that fit your exact criteria. Contact us today to learn more about how we can help you.