As customers, we often buy products online from different regions or countries. So, if we want to check our delivery status or report any damage to the product, we need to contact their customer service helpline. But what if the customer representatives cannot answer our questions and need help understanding our language?
This is why your business needs to have multilingual call center services.
What are multilingual call centers?
Most call centers operate in only one standard language, i.e., English. However, when you, as a brand, serve customers from around the world, you need to remember that not all customers speak English. Multilingual call center services providers offer a solution to meet the diverse needs of customers by using other global languages such as Spanish, French, Mandarin, Japanese, German, Arabic, and more.
With a varied target customer market to serve, personalization has become the norm of excellent customer service. Businesses that offer their product and services to an international customer base must customize their customer support with multilingual call center services to reach and satisfy their multilingual audience base. Language should not be an obstacle in a customer’s journey. When offering a product or service, your target audience or customer should be at the heart of your business goal. Providing them with smooth customer service before and after sales is essential for customer retention and brand loyalty.
The top 5 benefits of having multilingual call center services for your company are the following:
To expand your business and increase your market share, you must cater to your local customers in their native language. Multilingual support benefits your business; let us explore the most significant ones.
#1 Better Customer Loyalty & Retention
In today’s diverse online digital world, customers can come from anywhere. Providing localized customer support is essential to attracting and retaining your customers by delivering positive customer experiences and growing your business. Customers would be pleased to talk to a representative who can speak their language. Companies that provide multilingual support have more loyal customers than those that offer customer service in only one language.
This way, by outsourcing your requirements to a call center service provider to a top call center in the USA who offers multilingual support, you can drive a better CSAT score for your brand and build a strong reputation in the market.
#2 Distinguish Yourself from Your Competitors
According to a recent NewVoiceMedia 2018 report, 67% of customers are ready to switch brands because of poor customer experience. Often, the customer stops associating with a brand when they are unhappy with the customer support provided to help them with the product or service offering. This is a common situation when the customer needs help finding the right person to communicate with and get the answers they seek.
Therefore, offering customer support services in multiple languages can help you retain your existing customers and gain new business while standing out. In addition, this kind of multilingual call center service by a top call center in the USA is very helpful in countries where many languages are spoken, for example, the USA.
#3 Enhanced Communication Quality
Customers who can find someone to talk with in their native language can help them understand their concerns more quickly and efficiently. If you partner with a reputed call center service provider in the USA extending multilingual support, your customer representative will be professionally trained to speak to your customers in their local language, listen to them and understand all their queries and grievances and resolve their problems.
This will improve the communication quality and reduce the Average Handling Time (AHT)) of each customer, thus directly impacting the reputation of your brand in the market.
#4 Personalized Interactive Solution
Whether you are a B2C or B2B company, customers always look for brands that can offer them tailored experiences concerning the products or services they are offering. Both sectors have a different set of target customers and their own unique communication needs.
Outsourcing your contact center services to a multilingual call center services provider can help you personalize the kind of communication based on your customer’s demographics, interests, or location. With this, you can build stronger and more meaningful relationships with customers who appreciate your efforts and become brand advocates.
#5 Improved Customer Feedback
When customers make an online purchase, they always search on Google for reviews and testimonials. And your customers are bound to give you good reviews only when you care for your customers. Presenting in a multilingual format is especially important when introducing a new product or service offering in the market and increasing customer satisfaction. Your customers seek online reviews to read past customer experiences or gain advice.
Positive reviews remain a key for companies to sell their products and increase customer trust. It also helps to rank higher on search engine results, thus improving your brand’s reputation. Hence, investing in multilingual call center services is immensely beneficial for the growth of all companies.
Hiring and training customer support agents in the local markets would be expensive for most companies. That is why many companies now outsource their multilingual support needs to dedicated call center service providers. Apart from lowering your overhead costs and saving a significant amount of time, it will increase your customer satisfaction to another level. With a Multilingual Call Center, customers can have productive interactions in their preferred language, feeling engaged and connected. For your customers to have a positive experience with your company and trust your brand, it’s crucial to engage them positively. Consequently, they are more likely to stick with your brand than to switch to a competitor.