Tips For Improving Your Multilingual Customer Service


Providing excellent customer service in multiple languages is a great way to differentiate your business and get an edge over your competitors. The fact is, buying is not a purely logical decision; emotions play an important role. In a world where people are more diverse than ever, offering multilingual customer service can help businesses stand out from the competition. Listed below are some tips for improving your multilingual customer service:

Ensure that your knowledge base is translated

Localising your knowledge base is a great way to boost your customer service efforts in other languages. As a one-way transition of information, it is simple and fast to implement. With an automatic translation feature, Hubspot and Zendesk let you easily translate articles in your knowledge base. However, if you don’t have a knowledge base, you may want to consult a translation agency.

Once you have the right knowledge base content in place, you can integrate it with a localization tool to deliver it to your multilingual customers. Crowdin, for example, can automatically localize your knowledge base content from various tools, including Doc360, Wix Answers Help Center, Freshdesk, and more. The tool is incredibly flexible and will automatically translate your content and provide high-quality translations.

Hire local-language agents

There are several ways to hire local-language support for your multilingual customer service. Hiring a native-language agent is one option, but this can be expensive and time-consuming. In addition, you cannot guarantee their availability all the time, and you can’t hire a support agent for every day of the week. Fortunately, there are a few ways to hire multilingual service agents, including these three approaches:

Hiring native-speaking customer support agents has a number of benefits. They’ll be able to pick up on the nuances and humor of the language, and they’ll protect your support staff from mistakes. Finding talented multilingual agents can be difficult, and hiring them is time-consuming. Furthermore, many companies don’t have the resources to hire a new team and train them properly. They end up wasting time and resources on the wrong solution.

Avoid losing international customers by providing multilingual customer service

In addition to ensuring customer satisfaction, providing multilingual customer service can increase revenue. In an increasingly global market, customers want to engage with brands in their native language. While English may be the universal language, many consumers prefer to buy products and services that have a personal touch. By providing support in their native language, you can create a stronger rapport with international customers and avoid losing them to competitors. Also, multilingual customer service can increase positive reviews.

A recent study by Intercom revealed that more than half of clients are willing to wait longer for product issues if the support team responds in their native language. Additionally, 58 percent of customers say they would be more likely to buy a product if the customer service reps speak their native language. By offering multilingual customer support, you not only help retain existing customers, but you’ll also give your competitors’ international customers a reason to switch to your company.

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