Why it’s worth having bilingual or multilingual customer support?10 de November de 2016 in Blog, knowledge, Language, Support
Negotiating with foreign customers is no longer an exclusivity of medium and large companies.
The internet has virtually eliminated barriers; Even now in Brazil, it is possible to buy products in Sri Lanka or communicate easily with someone from Eastern Europe, for example.
It has never been easier to sell or buy abroad (despite some logistical and tax difficulties) and there is no reason to stop breaking the big online market that exists across borders.
After all, e-commerce between companies and consumers from different countries is no longer an assumption and already has very seductive numbers.
Obviously requires some work, dedication, investment, adapt to the wide diversity of regulations of each country, payment methods, etc, but its worth!
In addition to taking measures to suit the new profile of clients, another issue that requires special attention is the language, as this can be a barrier to international customer service, therefore, it is essential to create a website/platform that is attractive and the more clear and useful as possible for consumers abroad. But it’s also important to provide good online multi-lingual support.
Here are some more good reasons to have multilingual or bilingual support in your company:
ENGLISH IS NOT EVERYTHING
Although English is without a shadow of doubt the most used and understood language, a large number of users simply understand the basics of that language.
This can be a barrier to the entry of your business in that market, so when you configure customer service, it is essential to consider the translation and localization of the language.
And in many cases having only one multilingual site is not enough, especially in cases that require the consumer to seek more information or need to solve a problem related to the product or service purchased.
In these cases a multilingual client support center becomes extremely necessary to address users’ incidents and requests in their native language (if this is not English).
NO MISUNDERSTANDING PLEASE!
You have studied the market very well, legislation, tried to offer the best payment methods preferred by the customers of that country, made a first partnership to ensure the effectiveness of international deliveries, made sure to have the clearest possible return policies, to International transactions, everything beautiful and wonderful …
But the time the customer comes in contact with customer service is a true “Oh my God”, generating a series of misunderstandings and endangering the company’s reputation in a market won so hard.
So having a multilingual support is so important, as well as being a good strategy to achieve the much-desired credibility before the much-sought foreign market.
NOTHING LIKE LISTENING TO PEOPLE LIKE US!
As we now know, we do not talk about anything else: the customer experience is the great competitive advantage. And of course this personalization of the service goes smoothly through the language.
When your support center is able to communicate with your users in their native language, it becomes much easier not only the communication itself, but also, to offer a more personalized service.
OPEN NEW MARKETS!
The internet practically broke all boundaries and this applies to the business. In today’s competitive world is of extreme importance to be understood everywhere.
Just as your company has not only the best customer support tool in the market, but also that your customer service team can assist your customers and users in their source language.
And while English is still the predominant language in the business world, it is a reckless attitude to expect all its consumers to master and properly understand that language (Latin, Asian, African, European market).
You can be sure that when customers have doubts, difficulties with the language can create great confusion and even create situations that lead to the company’s bad reputation in the market.
If after reading everything that has been said so far you have got the flea behind your ear, we can guarantee that although it seems complicated to organize a multilingual support, there is no need to worry, you can for example outsource this service to the Your foreign client.
As the competition gets fiercer, there is no time to lose.
Finding spaces in the international market can be vital even for small businesses and why not?
Time to capture the opportunities that exist not only in Latin America but also in the rest of the world.