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Why is it worth to have a multilingual costumer support?

PUBLISHED ON 17 FEBRUARY, 2014

There is no doubt; a successful website requires a good, full-time online support system. Besides, many agrees, that having a multilingual website is also the key of success in sales. However, most of the service providers forgot to combine the advantages of these two; even though having a multilingual customer support is often the main ingredient of the winning formula when it comes to web design and online sales management.

English is not above all

Although English is the doubtlessly the lingua franca of internet and is widely understood, a huge number of customers understand only the very basics of this language. For millions of online consumers, it means a great difficulty to find out the exact details of the goods which they are planning to purchase. Moreover, some of their problems are not solved by having a multilingual website either, especially in case they would like to get further information, which is not listed on the page.

In these cases even live chat support is useless, since they would not understand the chat operator either. The only thing which helps is a good, multilingual contact center, which is able to answer the questions in the most preferred language of the user.

Less debate, better reputation

Even though losing a few customers because of the language difficulties seems to be a piece of cake after reaching a certain number of successful businesses, misunderstandings can cause a several other problems too. When a customer does not understand everything clearly, he might make a decision for which he cannot carry the full responsibility.

Not understanding a point of the terms and conditions, not realizing the presence of shipment costs or being mislead by a difficult sentence about privacy policy can lead to several debates. These cases are not only difficult and time-consuming to solve, but also lead to have a bad reputation on the market.
Having a multilingual live person support chat makes it easier and faster to resolve these cases. Moreover, in most times, it is also enables your company to avoid these dangerous and uncomfortable situations.

Feeling of personal care

Those client who are the most likely to turn to the online customer support system are mostly those, who want to feel the personal attention of the company. Many of the users like to feel sure about their choice and want their issues to be solved personally.

When your staff is able to communicate with your clients on their mother tongue it is far easier to make them feel to be treated personally. Being able to chat and ask a question in a language which they confidently understand grows their trust towards your company.

New markets are opened

Internet has broken all physical borders. This is true for the business as well. However, being simply available in many countries is not enough. In today’s competing world it is very important to be clearly understandable and easily usable everywhere.

As web-content is not always easy to translate and kept up-to-date in every countries and every languages, a live person technical support chat in several languages is vital, if one would like to run and international business. The more languages your operators speak the higher number of international visitors you get.

Multilingual customer support – It is really worth!

As it might be clear from the factors, listed above, multilingual customer support has several benefits. Although English is widely spoken, it does not mean that every customer understand this language properly. When the customers are left between doubts, language difficulties generate misunderstandings and lead to uncomfortable situations leading to bad reputation. Meanwhile, a clearly understandable, fast online support chat generates trust towards the company and increases the feeling of personal care in the customer.

Although organizing a multilingual chat support seems to be almost impossible for a company, there is no need to worry. Call center outsourcing is very common today, and the best service providers work with multilingual staff at this field. These companies are able to offer you a compact, trustable service and fulfill all your language needs to.

As the competition is growing, there is no time to delay. Finding the holes in the international market can be vital even for smaller companies as well. It is worth to shop around in the field of call center services and find the best one for your company too.

Categories: Customer care, Blog, Interactive Chat, Live Chat Contact Center, Chat Outsourcing, Contact Center Outsourcing, Support online

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