MULTILINGUAL CUSTOMER SUPPORT

In today’s world, customer expectations are constantly evolving and becoming more demanding.

Customers have particular preferences, and power!

Meet those customers where they are, and reach out to provide the support they want.

WHAT IS ONE CUSTOMER PREFERENCE THAT CAN HELP SET YOUR COMPANY APART FROM

COMPETITORS?

Providing customer support in the language of his/her choice, in a clear, concise, timely manner.

75% OF ONLINE SHOPPERS ARE MORE LIKELY TO BUY PRODUCTS FROM WEBSITES IN THEIR LANGUAGE AND 74% ARE MORE LIKELY TO PURCHASE FROM THE SAME BRAND AGAIN, IF THE AFTER-SALES CARE IS IN THEIR MOTHER TONGUE.

IT’S NOT JUST SOMETHING NICE TO DO FOR YOUR CUSTOMERS, IT’S OVERALL A SMART

COMPANY INVESTMENT.

“2015 will be a year of modern customer service investment: Organizations plan to significantly increase investments in online customer service (55 percent), self-service technology (47 percent), social media (43 percent) and mobile apps (52 percent) as they strive to deliver a seamless omni-channel experience.”

- Oracle and Forbes Insights Study

ACCORDING TO SALESFORCE:

“Companies that invest in localization also reinforce the perception within a region of its commitment to doing business there, communicating stability and permanence.”

“As more people look to participate in the Internet economy in various parts of the world, businesses must keep pace with the languages needed to reach potential new customers in order to grow and compete. Those companies that offer content in other languages will build and retain a strategic advantage over their competitors–just as Google, Microsoft, and Facebook have done.”

- Nataly Kelly

IT DOESN’T SOUND EASY DOES IT?

FIVE STEPS TOWARD MULTILINGUAL CUSTOMER SUPPORT:

• Take a Long, Hard Look at Your CRM (Client Relationship Management) Platform

• Don't Let Other Departments Dictate Your CRM Content Translation Solution

• Hire an Objective, Third-Party Linguistic Reviewer for Each Language You Support

• Share a Translated Glossary of Key Terms Across the Company

• Share Translation Memory Across the Company

Learn more about how to automate the process of providing multilingual support content here.

Recent Accenture research reveals that for more than half of B2B companies around the world and across industries, nearly half of their CX investments are ineffective.

DON’T LET YOUR CUSTOMER EXPERIENCE STRATEGY FAIL BECAUSE YOU DIDN’T GO THE

EXTRA MILE TO ENGAGE WITH YOUR CUSTOMERS.

“THE KEY IS TO SET REALISTIC CUSTOMER EXPECTATIONS, AND THEN NOT TO JUST MEET THEM, BUT TO EXCEED THEM —

PREFERABLY IN UNEXPECTED AND HELPFUL WAYS.”

– Richard Branson

COMPANIES WHO HAVE ALREADY SUCCESSFULLY JUMPED ONBOARD THE MULTILINGUAL SUPPORT TRAIN:

Some of their success stories found here.

LANGUAGE I/OSupport your global customers anywhere, in their native language.

• Oracle Gold Partner

• Salesforce AppExchange Program Partner

• Providing multilingual support capabilities for worldwide companies of any industry

• Translation automation with a simple click of a button

Creators of LinguistNow – a product suite enabling companies to automate the translation process of support emails, self help articles, and chat.

Language I/O ●www.languageio.com ● (781) 990-1282 ●@LanguageIO

THANK YOU!