Not everyone knows that despite the fact that over 60% of web content is in English, only 5% of users are native speakers. Businesses should take this fact into account if they want to expand their market. Those companies that want to be competitive should meet their customers’ requirements by offering ways of communication in their native language. According to statistics, about 50-60% of customers are ready to buy goods/services from a website where they don’t have an opportunity to interact in their native language.
What about the rest 40-50% of clients? The situation is the following: a potential client enters a website, sees that he/she doesn’t understand some product features, and can’t ask about them as there is no multilingual customer support. As a result, he/she just leaves the site without making a purchase because the product description is unclear, and there is nobody who could give detailed answers to all the questions connected with the product choice.
Do you want to face the same situation, or maybe you want to attract new customers and increase your business awareness? If you want to increase sales, the adoption of multilingual customer support is a must.
Multilingual Support: What Is It and Why Do You Need It?
Multilingual customer support provides clients with an opportunity to interact with company representatives in their native language. It doesn’t matter where the company is located geographically. It offers clients to choose the language they want to use for communication and contact customer support in their native language. It’s supposed that a company offering multilingual support has a team of agents for every language. It isn’t as easy as ABC as language needs may change from time to time, and you need to keep pace with the times.
Many business people use professional translation services from experts on Translate.com to meet high standards. It has become a necessity for companies that want to expand their market. The better the quality of customer support, the more chances that the client will stay on your website. You should make an accurate translation of all product features if you don’t want to miss a potential client. Help them learn what the product is needed for, what materials have been used for its design, what benefits it has, etc. A client should have a clear picture of why he/she must make a purchase on your website. If he/she needs to waste time on the translation on his/her own, he/she is unlikely to buy from you.
What Are Effective Ways to Implement Multilingual Customer Support?
Almost every business person understands how important it is to adopt multilingual customer support to provide clients with a positive customer experience. But the process of its implementation isn’t fast and easy as it involves many essentials. You may need to use translation services, outsourcing, etc. Most companies have made attempts to involve native speakers but then understood that it’s more convenient and effective to use Zendesk translation. Whenever you want to offer an accurate description of goods/services on the website, you can use trusted translation tools.
This will help your potential customers make the target action – buy the product or service from your website. The translation is used in different business areas as it is an effective way to communicate with clients and offer them a customized approach to solving their problems. If a client reaches customer support and understands just a little bit from the agent’s explanation, he/she feels annoyed and confused. You should do your best to protect your potential clients from negative customer experience if you want them to have the best associations with your brand.
Let’s have a closer look at multilingual customer support options, which will help you achieve the goal – provide your clients with maximum effective interaction.
- If you use high-quality translation, you will be able to process requests from clients in different languages. Most companies would rather use machine translation than hire native speakers as it is much more cost-effective. It may be very expensive to hire a native speaker, while it is affordable to use translation tools.
- Live chat. In some cases, a client can deal with the situation even without human intervention. That’s why most companies offer clients to interact with an automated chatbot. Using translation software, it is possible to receive an inquiry from the customer translated in the real-time mode and give feedback in his/her native language.
- Help center. According to statistics, over 80% of customers prefer to search for the information on their own because they don’t want to wait for customer service feedback. This means that it is a must to provide clients with self-service options like the detailed FAQ section. By using top-quality translation tools, you can provide customers with the possibility to find answers to the questions they are interested in without the help of customer support agents. It’s important to use not only automated translation software but also to ensure that the content is accurate. For this, you should hire professional editors.
Conclusion
The quality of the customer support service plays a vital role in the company’s success. More and more business people move towards using a multilingual approach applying it to different business functions. Thanks to innovative technology, it is possible to forget about language barriers. Now, language is rather a valuable business strategy than a barrier to interacting with customers worldwide. Remember that most clients are more loyal to those companies that offer customer support in their native language and take care of their comfort.
Implement multilingual customer support options and provide customers with a chance to learn about your products/services to make well-informed buying decisions and deal with issues effectively using the language they understand.
