Why is Multilingual Support Important in the Contact Center?

4 minutes

In recent years, customer experience has become a leading business initiative, and many companies are investing in new, innovative customer satisfaction strategies and contact center technology to support their customer-driven growth goals.

But the business landscape is shifting, and multilingual customer support is quickly becoming a necessity to compete in a hyper-connected, global market. To stay relevant, grow your business, and deliver a great customer experience to all your diverse customers, you need to offer support in the native languages of all the people around the globe who choose your products and services.

The Need for Multilingual Customer Service

Expanding Globally

While the English language is one of those most ubiquitously known and understood languages in the world, the internet makes it possible for people of various cultures, speaking many languages to gain exposure to your business. While this presents a great opportunity for your company to expand globally, it is simply no longer practical to use English as the sole language in your customer support services and tools.

Improving Customer Experience

Offering multilingual customer support is a great way to enhance your customer experience and retain loyal customers from all cultures. Being available and serving your customers in their native languages will make them feel heard, understood, and supported. This, in turn, will increase their loyalty to your brand and make you their choice over the competition by connecting with them personally and speaking with language.

Branding and Marketing Cohesion

Branding and marketing to a global audience can be a challenge because cultural differences will inevitably impact what speaks best to your international customers. When you offer multilingual support, you can gain a deeper understanding of these cultural nuances through both your agents and your international consumers. You can use this key insight to create cohesion and relevance in your marketing efforts and make sure that your messaging is resounding with all your demographics

The Business Benefits of Multilingual Contact Center Support

While offering multilingual support provides your customers with many benefits, it can also provide your business with immense advantages as well.

Increased Sales

Multilingual customer support can have a large impact on your company’s profitability by increasing your sales on a global scale. People all around the world have the potential to find your company and experience your products or services, and offering support in their languages will help you retain loyal customers.

Improved Scalability

Multilingual support can fortify your business and help you scale with more ease and speed by leveraging the profit power of customer loyalty. While this is important for companies of all sizes, small businesses owners have an incredible opportunity to scale their businesses more quickly through customer retention.

Improved Company Perception

How customers perceive your company will help drive their purchasing decisions and determine how they see your services compared to the competition. Multilingual support can be a great differentiator in a global market and create a positive perception of your company.

Increased Cost Savings

Not only do you have the opportunity to gain new customers through global expansion, but you also have the ability to increase your profits further through international customer retention. Loyal customers spend more with your business and repeat business also saves your company money as well!

Enhanced Customer Loyalty

Customer loyalty is a main driving force for business success and longevity, and multilingual support can help create and retain customers who are loyal to your products and brand. While quality products and services are key to business success, they are not the main factors that foster customer loyalty.

Service quality, ease, and speed are all huge factors in customer loyalty, and by creating a multilingual contact center or call center, you can deliver quality experiences to more, diverse people and transform them into loyal ambassadors of your products and brand.

Increased Employee Engagement

Multilingual customer service can help create a greater sense of teamwork and increase employee engagement. Your international agents, who are responsible for providing service in their native or fluent language, will be able to communicate with your global customers and appreciate cultural nuances when they offer help and solutions. Having dedicated agents for particular languages will also help those employees feel important and motivated in their work by giving them the important role of serving a sector of your valuable customers.

Improved Communication and Productivity

Multilingual customer support helps ensure that your customers feel understood and can receive clear, concise answers to their questions in the language they know best. If a customer only has the option to receive support in English, and that is not their native language, there is a very high likelihood that miscommunication and frustration will occur.

Offering multilingual customer support helps improve communication with customers speaking diverse languages, and helps boost productivity by reducing the amount of miscommunication within your service center.

Customers have always been a focal point in successful businesses, and modern company leaders constantly strive to better understand consumers and shape their products and marketing efforts to best fulfill their needs and desires. To retain loyal customers in a global market, though, your company must also offer quality, multi-language customer care services that serve your growing consumer base.

Why is Multilingual Support Important in the Contact Center?