When you operate globally, your customers have the right to receive assistance in the language they purchased in – this is why multilingual customer service is so important!
By outsourcing to a multilingual customer support team, you’ll be able to handle international commerce quicker and more efficiently with 24/7, high-quality customer solutions, allowing you to create a genuinely global reach and enhance brand affinity.
The Importance of Using Multilingual Customer Service
Never underestimate the value of having a native speaker represent your business. Having multilingual customer service representatives that can speak fluently in your customer’s language and understand their cultural standards promotes trust and gives your company a substantial edge over competitors.
According to an ICMI/Lionbridge study, at least 60% of customers want assistance in their native tongue, while just 19% of organisations can support clients speaking multiple languages. As well as this, 74% of consumers are more likely to repurchase if after-sales care is offered in their preferred language.
When something goes wrong, expecting consumers to communicate in another language sends the wrong message about your company. Customers’ expectations have evolved significantly and expecting them to communicate in another language weaken’s their trust in your company.
If you value your clients and strive for excellence in all areas of your business, multilingual customer service outsourcing should be considered a near-essential solution.
The Benefits of Outsourcing to a Multilingual Customer Support Company
1. Increase Customer Retention and Loyalty
One of the keys to growing your business is gaining your customers’ trust and ensuring their repeat business; outsourcing multilingual customer service can help you do just that. In fact, 70% of customers feel more loyal to companies that offer support in their native language. On a similar note, 67% of customers are willing to switch brands after a poor customer experience. These numbers alone illustrate just how valuable multilingual customer service is for your customers and the more languages you can support, the better.
2. Set Yourself Apart from Your Competitors
As mentioned earlier, at least 60% of customers want assistance in their native language, while just 19% of organisations can support clients speaking multiple languages. By outsourcing to a customer service company offering multilingual support, you can attract these customers’ business and stand out in a crowded marketplace. This is especially ideal if your business operates in countries where many different languages are spoken. Instead of providing support in only one or two languages, consider expanding your service offering to provide multilingual customer service and attract new customers.
3. Facilitate Customer Communication
When you empower your clients to communicate with you in their native language, they’re able to voice their issues and concerns far more effectively. Having a multilingual customer service support team ready to address and respond to these issues demonstrates to your customer that you understand them and, most importantly, that you value their business. Furthermore, providing multilingual help improves the effectiveness of your service. This is because you can eliminate any possible misinterpretations created by the language barrier, lowering the amount of time your team spends on each query and maximising their performance.
4. Provide Better Experiences
Customers nowadays have a plethora of products and services from which to choose, and they are more inclined to gravitate toward the company that provides them with the finest purchasing experience. Customers are searching for companies that can adapt the shopping experience to their specific demands in both the B2B and B2C sectors. Offering multilingual customer service can help you provide the level of personalisation that your clients demand. This will also help you build stronger, more meaningful relationships with your customers since they will appreciate your efforts and reward you with their business.
5. Increase Positive Feedback
Customers will nearly always check reviews about your company when buying from you for the first time. In fact, 93% of customers read online reviews before buying a new product. In today’s world, having positive reviews is critical to gaining the trust of prospective clients. Offering multilingual customer service assists you in increasing customer satisfaction to the point where customers want to leave positive feedback. This is especially important if your product is new to the market and you want to establish a strong presence in your sector.
Offering Customer Service Support in Multiple Languages
At FM Outsource, we know that nothing can replace a native level speaker for your multilingual customer service team. Lowering the bar on quality puts you at risk of delivering a poor customer experience that could be damaging to your brand. This is why customer service outsourcing is so important.
We make it our mission to ensure all of our operators have a high degree of expertise as well as native fluency in the required language. You can’t go wrong with true native speakers if you’re serious about providing dedicated multilingual customer service.
Our flexible multilingual customer service teams can speak French, German, Spanish, and Polish, in addition to English. We are more than just translators; we also focus on cultural and linguistic knowledge to really connect with your customers and give them the reassurance they need. Our multilingual customer service experts are here to help you deliver a quality customer experience from start to finish.
Outsource your multilingual customer service so that you can stand out from the crowd, provide better experiences and retain more customers.
If you’re interested in using a multilingual customer support team, Speak to us at FM Outsource today!
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