Mirela
So, you’ve localized your software, website, app, elearning platform… or even a video game. What’s next? If you’re also already doing marketing localization, the next obvious step would be customer support. This is a a nice-to-have (if not a necessity for larger companies) if you want to be successful in your global business strategy. In this article, we will be discussing the many benefits of multilingual customer support.
Expand your market reach
One of the main advantages of offering customer support in multiple languages is that you can connect with a broader audience. You are basically removing the language barrier, which means you can reach customers in different countries and regions, which you might otherwise struggle to interact with.
This will also pay off in terms of marketing. Your campaigns will be more effective, given that you will be engaging with customers in their language. Tailored communications are known to lead to higher conversion rates and stronger customer relationships.
Enhance customer satisfaction and loyalty
Every person feels more comfortable speaking in their preferred language, which most likely is their native one. This is true especially when they are facing issues or have complex queries. Communicating with customers in their language helps keep these situations clear.
Customers are more likely to stick with your brand and return for future purchases when they feel understood. So if you want to provide them with a positive experience that builds trust and loyalty, give your customers the option of speaking to a support representative in their native language.
Gain a competitive advantage
In every aspect of your business, you need to find ways to stand out from your competition. Many times, companies serve customers in one or two languages, so if you opt for multilingual support, this signals that your business is customer-centric.
Reduce miscommunication and errors
According to statistics, about 43% of the world population is bilingual, a further 17% being multilingual. This means that a great deal of the world population speaks only one language. A customer trying to describe a complex issue may struggle to find the right words in a non-native language.
Even if you are familiar with other languages, there is still a risk of miscommunication, which can lead to frustration and unresolved issues. By offering multilingual customer support, you can reduce these risks. Business-wise, it can help your company save time and resources.
Adapt to a globalized economy
You need to be adaptable in order to succeed at pretty much anything. Same goes when you want to expand your operations abroad. Multilingual customer support is an important element of this adaptability. And a vital component of any international business strategy!
Summing up
Try to put yourself in your customer’s shoes. When you reach out to a business, you’re often seeking help with a problem or looking for information to make a purchase. Isn’t it a relief and satisfaction when you can communicate in your native language?
You see, multilingual customer support is not just communication; it’s also about building connections, trust, and loyalty. If you’re a company that has the budget to invest in localization, you may want to consider offering support in multiple languages to enhance your brand’s reputation and gain that competitive edge.