Multilingual customer support is important. Your customers expect to be able to talk to your Customer Service Team whenever they need them- no matter where in the World they are.
In fact, according to a 2014 report from Common Sense Advisory, 74% of customers would be more likely to purchase from a company that offered post-sales support in their language.
Not only does multilingual customer support mean different languages to consider, but different cultures and time zones too. Here are our top tips for getting multilingual customer service right…
Communication is an important consideration for multilingual support. Although customers expect to be able to talk or chat in their chosen language, it doesn’t necessarily mean that they expect this to be available 24/7.
The most important consideration is managing customer expectations, by communicating opening hours, as well as the various multilingual support channels/options available to them clearly.
We’ve said it a thousand times before, and we’ll say it again: happy employees make for happy customers.
What’s more, in certain areas some multilingual Advisors can be hard to come by, so you need to make sure they’re feeling content and engaged, or they won’t be sticking around for long.
This is also where location comes in to it; vibrant multicultural cities and thriving student areas are perfect for employing multilingual Customer Service Advisors (we know this well!).
It’s not just language you need to take in to consideration when you’re looking to support multiple languages either- cultural differences need to be thought about too.
What may be considered best practice in one culture, may be considered bad practice in another. Your Customer Service Team should be liaising with your Marketing and Insight Teams to uncover and work with these differences, to create a fantastic and seamless customer experience Worldwide.
Think you need some help with your multilingual customer interactions? Why not get in touch to find out how we can work with you to simplify your international support.