Should your customer experience strategy include offering multilingual CX?
Is your customer experience a competitive differentiator, or is your organization falling behind? Let's take a look at one contact center CX strategy that delivers a competitive advantage, higher customer retention, and global reach.
In a 2021 survey, 91% of organizations identified customer experience as a competitive differentiator. If your organization wants to stay ahead of the competition, meeting your customers' expectations is not enough. Your call or contact center should employ strategies to anticipate and exceed expectations.
Let’s look at one frequently overlooked strategy to give your customer experience a major boost: offering multilingual customer service.
3 reasons to offer multilingual CX
1. Competitive advantage
Did you know? 86% of customers would switch to a competitor if they found out they provided a better customer experience. If your organization’s CX falls short, you could be losing customers to a competitor.
So how do you make your CX a competitive advantage? Give your customers what they want.
According to a recent report from Zendesk, 71 % of customers demand natural, conversational experiences. Offering multilingual customer service gives your customers the ability to communicate naturally in their native language.
Offering multilingual customer service gives your customers the ability to communicate naturally in their native language.
2. Customer retention
As the quality of your CX goes up, customer satisfaction, loyalty, and retention will too. 29% of surveyed businesses reported customer churn caused by a lack of multilingual support. Offering multilingual CX creates positive experiences for customers--they can communicate comfortably and more easily in their native language.
70% of consumers will buy more from companies that offer conversational customer experiences. Communicating with customers in their native language can increase customer retention and customer lifetime value.
Offering multilingual CX creates positive experiences for customers
3. Global reach
Over two-thirds of consumers worldwide consider it important for a brand to offer customer experience in their native language. Offering multilingual CX will unlock new markets around the globe and new streams of revenue.
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We’ve covered the biggest benefits of offering a multilingual customer experience, but there are some fairly large objections to it as well. Your contact center might not currently offer multilingual options because of one or more of these very disadvantages.
Let’s examine three reasons NOT to offer a multilingual customer experience, and how one AI-powered tool solves all three.
3 reasons NOT to offer multilingual CX
1. It’s complicated to implement
Depending on which market and which languages you want to offer customer service in, it can be nearly impossible to find--and keep!--qualified multilingual agents. Demand can be high, and employee retention is an ongoing issue in call and contact centers.
But one AI-powered tool can be installed in a matter of minutes, removing the need for either language specialists or language service providers: LiveTranslate.
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LiveTranslate is a real-time translator powered by AI that translates phone calls so both agents and customers can speak their native languages.
Once deployed in a contact center, LiveTranslate delivers immediate benefits with no need for additional training or business processes. Agents can call in any language instantly.
2. It inflates average handle time
72% of people contacting customer service do so over the phone, and 79% of contact centers have customers who aren’t native speakers of the main agent language.
If your contact center has a limited number of language specialists available to take calls, then customers have to wait in long queues for a chance to get help.
LiveTranslate equips contact center agents with the perfect go-between so they can take on every voice conversation without specialized language skills or training.
Customers get the help they need in their native language with no extra waiting, and you’ll see AHT drop and CSAT scores rise. 59% of surveyed organizations reported that CSAT scores were higher from customers who were served in their native language.
3. It’s too expensive
Whether you use multilingual agents or outsource to a qualified call center, offering a multilingual customer experience is an extra cost that may not fit your budget. A single language specialist agent can cost thousands of dollars per month.
LiveTranslate gives you the advantages of an outsourced full-scale multilingual call center at a fraction of the cost. Now every agent can be multilingual with no additional training.
You’ve seen powerful evidence showing how beneficial multilingual CX is for both customers and contact centers. You’ve seen how LiveTranslate solves the three biggest objections to multilingual customer support over the phone.
The question isn’t “Should your customer experience strategy include offering multilingual CX?” The question is: “When can we get started?”
