{"id":48284,"date":"2020-07-23T10:02:41","date_gmt":"2020-07-23T14:02:41","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=48284"},"modified":"2025-03-06T10:18:28","modified_gmt":"2025-03-06T15:18:28","slug":"the-benefits-of-providing-multilingual-customer-service","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/the-benefits-of-providing-multilingual-customer-service\/","title":{"rendered":"The Benefits of Providing Multilingual Customer Service"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Today, more businesses are allocating resources to improve customer experience. And rightly so.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">In\u00a0<\/span><a href=\"https:\/\/www.statista.com\/statistics\/815568\/customers-who-stopped-doing-business-due-to-poor-customer-service-us\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Statista\u2019s 2018 survey among U.S. customers<\/span><\/a><span style=\"font-weight: 400;\">, 44 percent of respondents stopped doing business with a company because of poor client support. And according to\u00a0<\/span><a href=\"https:\/\/www.forbes.com\/sites\/shephyken\/2018\/05\/17\/businesses-lose-75-billion-due-to-poor-customer-service\/#4d94130216f9\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">NewVoiceMedia\u2019s 2018 Serial Switchers report<\/span><\/a><span style=\"font-weight: 400;\">, poor customer support is costing companies $75 billion annually.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">As such, many businesses are innovating and adjusting to client expectations, ensuring they provide great customer experience across channels. These platforms include emails, live chats, online self-service, social media, SMS, and phone calls.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">More companies have also beefed up their voice support, which is a favored customer service channel in some countries. In 2018, it was the\u00a0<\/span><a href=\"https:\/\/www.statista.com\/statistics\/809772\/customer-service-communication-channel-used-by-country\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">most preferred communication platform<\/span><\/a><span style=\"font-weight: 400;\"> in the U.S. (44 percent), Germany (57 percent), Japan (30 percent), the UK (31 percent), and Brazil (33 percent)<\/span><i><span style=\"font-weight: 400;\">.<\/span><\/i><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">One way business owners are responding to client needs, especially those in international markets, is by providing multilingual customer service.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<p><a href=\"https:\/\/beta.sogosurvey.com\/blog\/wp-content\/uploads\/2020\/07\/dan-gold-xy4zPgetBQg-unsplash.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-48285\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/dan-gold-xy4zPgetBQg-unsplash-1024x683-1024x683.jpg\" alt=\"multilingual customer service\" width=\"1024\" height=\"683\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/dan-gold-xy4zPgetBQg-unsplash-1024x683.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/dan-gold-xy4zPgetBQg-unsplash-1024x683-300x200.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/dan-gold-xy4zPgetBQg-unsplash-1024x683-768x512.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/dan-gold-xy4zPgetBQg-unsplash-1024x683-600x400.jpg 600w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/dan-gold-xy4zPgetBQg-unsplash-1024x683-50x33.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Why You Should Offer Multilingual Customer Support Services<\/h2>\n<p>Multilingual customer support options will allow you to connect with a larger customer base than you have. You can connect with your current customer base in new ways, building profitable and long-lasting relationships. Who wouldn&#8217;t want that? There are a few things you want to think about for your multilingual customer support services so you can get the most of your strategy:<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li><strong><strong>How do you provide multilingual support?<\/strong><\/strong> &#8211; Think of how you want to provide this support. If you have phone capabilities, it may be with bilingual agents. Online only may use chat translations or AI. Just try to find the solution that will be easier for your customers!<\/li>\n<li><strong>What does multilingual mean in communication?<\/strong> &#8211; Multilingual is about having the capabilities or knowledge of several languages. Having your surveys, for example, can open your participant pool by being translated into five different languages your respondents may prefer.<\/li>\n<li><strong>What are the benefits of multilingual services? <\/strong> &#8211; Like we talked about a bit earlier; you can expand your reach and customer base by offering more options to interact with you and your products or services. By offering multilingual support, you&#8217;re creating better experiences for your customers and improving customer satisfaction.<\/li>\n<\/ul>\n<div class=\"div-minispacer\"><\/div>\n<h2><b>3 Things to Keep in Mind When Adopting Multilingual Customer Support<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Here are three factors that companies must consider when moving toward a multilingual customer service.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>1.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>Identify the languages your leads or clients speak.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Remain sensitive to your clients\u2019 needs, especially if many are foreign- born or struggle to communicate in English. Find out where your online traffic is coming from and the countries generating significant sales. Also, ask your customer care team if they have struggled understanding or being understood by clients from specific geographic areas.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>2.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>Tap native speakers<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">On many occasions, international clients use English during inquiries and transactions. But in some instances, they prefer using their native tongue, such as for travel arrangements. \u201cEven though many of them are multilingual, when it comes to their personal travel, they want to speak in their native language,\u201d\u00a0<\/span><a href=\"https:\/\/hbr.org\/2016\/04\/pricelines-ceo-on-creating-an-in-house-multilingual-customer-service-operation\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Priceline CEO Darren Huston<\/span><\/a><span style=\"font-weight: 400;\"> pointed out.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">In addition, some of these clients prefer dealing with native representatives and can quickly spot non-native speakers. For example, Japanese clients favor speakers from Japan, and in the UK, the Scots prefer talking with fellow Scots.Also, <a href=\"https:\/\/www.calabrio.com\/products\/call-recording\/\">software solutions for call recording<\/a> further enhance communication by capturing conversations for quality assurance and training, ensuring agents continously improve.\u00a0<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>3.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>Make your website multilingual<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">While many buyers opt to call, chat, or exchange emails with customer support, others prefer doing their own research. In fact,\u00a0<\/span><a href=\"https:\/\/www.statista.com\/statistics\/810614\/important-aspects-of-a-good-customer-service-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">12 percent of global customers<\/span><\/a><span style=\"font-weight: 400;\"> considered finding information without having to contact a representative the most important aspect of a good <\/span><a href=\"https:\/\/www.sogolytics.com\/blog\/how-to-improve-customer-service-using-sogosurveys-rules-and-alerts-feature\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer service experience<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Facilitate this self-service process by making your website available in multiple languages. This empowers your clients to get their questions answered swiftly and conveniently. It may even reduce customer service tickets, as more web visitors can find solutions after a quick search in your website or help center.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-48286\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/leonardo-toshiro-okubo-jBSTNenQxok-unsplash-1024x576-1024x576.jpg\" alt=\"multilingual customer service\" width=\"1024\" height=\"576\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/leonardo-toshiro-okubo-jBSTNenQxok-unsplash-1024x576.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/leonardo-toshiro-okubo-jBSTNenQxok-unsplash-1024x576-300x169.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/leonardo-toshiro-okubo-jBSTNenQxok-unsplash-1024x576-768x432.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/leonardo-toshiro-okubo-jBSTNenQxok-unsplash-1024x576-1000x563.jpg 1000w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/leonardo-toshiro-okubo-jBSTNenQxok-unsplash-1024x576-50x28.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<div class=\"div-spacer\"><\/div>\n<h2><b>8 Benefits of Multilingual Customer Service<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Shifting to multilingual client support requires allocating resources for multilingual representatives, more training, and new tools. But instead of viewing it as a drain on your resources and time, focus on the benefits it can deliver to your company. Some of these top benefits are listed below.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>1.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>It facilitates customer communication.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Providing clients the option to speak with you in the language they are most comfortable with helps them express their concerns better. Meanwhile, your native-speaking representatives can communicate with them fluently and address their concerns. At the end of their call, your clients can feel heard, understood, and valued by your company.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">It even boosts the quality and efficiency of your service. Providing customer support in the buyer\u2019s native tongue minimizes misinterpretations, reducing the amount of time your team spends on each customer. Your teams can then move on to resolving the next ticket or closing another sale.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>2.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>It boosts loyalty among SaaS customers.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Providing customer service in your clients\u2019 native language can help you retain your clients. In fact,\u00a0<\/span><a href=\"https:\/\/www.intercom.com\/blog\/multilingual-support-stats\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">70 percent of end- users<\/span><\/a> <span style=\"font-weight: 400;\">felt loyal to businesses which offered support in their native language. Moreover, Intercom\u2019s research showed that\u00a0<\/span><a href=\"https:\/\/www.intercom.com\/blog\/multilingual-support-stats\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">29 percent of businesses have lost clients<\/span><\/a><span style=\"font-weight: 400;\"> because they don\u2019t have multilingual support.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>3.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>It gives you a competitive advantage.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Buying decisions are not purely rational. Some buyers will go for a pricier option&#8211;others would even pay top dollar&#8211;if it means they get exceptional service. Such stellar customer experience includes personalized support in their chosen language.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Providing multilingual support also helps set your business apart in saturated markets. It positions you to attract specific market segments, whom you can serve better because your team can speak their language and build a stronger emotional connection.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>4.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>It bolsters client loyalty and satisfaction.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">According to the\u00a0<\/span><a href=\"http:\/\/www.icmi.com\/~\/media\/Multilanguage-Customer-Support-Research-Report.ashx\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">International Customer Management Institute\u2019s (ICMI) 2014 report,<\/span><\/a> <span style=\"font-weight: 400;\">providing assistance in a native language boosted customer support satisfaction and brand loyalty. And years later, not much has changed in that regard.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Clients want to feel valued, and one way your business can show this is by allowing them to air their concerns in their local language. By making inquiries and purchases easier for non-native English speakers, you can turn them from prospects or occasional buyers to repeat\/long-term clients.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>5.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>It helps improve your product.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">In 2017, cross-border transactions made up over a quarter of Amazon sellers\u2019 revenues. That\u2019s an\u00a0<\/span><a href=\"https:\/\/www.reuters.com\/article\/us-amazon-com-trade-exclusive-idUSKBN1GW1AE\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">estimated $50-75 billion<\/span><\/a><span style=\"font-weight: 400;\"> of sales moving between countries.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Businesses that are expanding operations to multiple countries must be ready to respond to more customer inquiries. They must also put a system in place for handling calls and messages that are in languages other than English.\u00a0<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">One way to minimize customer tickets from international clients is to have product guides translated by experts. At the same time, inform global customers that they can access more information in their language, whether it\u2019s a translated FAQ page, voice support, or social media teams equipped to respond to inquiries in foreign languages.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Having your information&#8211;such as product specifications, user manuals, and knowledge bases&#8211;professionally localized ensures that global clients are receiving clear and accurate instructions. This minimizes customer service tickets and ensures that buyers can understand how to properly use, assemble, or care for your product.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>6.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>It can make up for product or service issues.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Product issues and customer service delays turn off many clients. But\u00a0<\/span><a href=\"https:\/\/www.intercom.com\/blog\/multilingual-support-stats\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Intercom\u2019s survey<\/span><\/a><span style=\"font-weight: 400;\"> revealed that over half of clients may be more tolerant of these problems if they receive great customer support, including having it in their own language. In fact, 58 percent will be willing to wait longer to access customer support in their local language. Moreover, 62 percent are more likely to put up with product issues if they can access support in their native tongue.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>7.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>It can augment your sales.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Providing customer support in more languages doesn\u2019t just increase customer loyalty; it gives your competitors\u2019 international clients a reason to bring their business to you.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">In\u00a0<\/span><a href=\"https:\/\/www.intercom.com\/blog\/multilingual-support-stats\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Intercom\u2019s survey<\/span><\/a><span style=\"font-weight: 400;\"> among non-native English speaking SaaS customers, 35 percent of end- users said that they are open to switching products to one that\u2019s available in their local language.\u00a0<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Providing your product details, company information, and customer support in multiple languages thus\u00a0<\/span><a href=\"https:\/\/redstagfulfillment.com\/ecommerce-conversion-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">improves your conversion rate<\/span><\/a><span style=\"font-weight: 400;\">, especially in locations where most buyers cannot speak English fluently.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>8.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>It strengthens your position in the global market.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Understand that while many people can understand and speak English, many may struggle to express themselves clearly or discuss specific technical requirements in this language.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Especially if you\u2019re planning to expand your service areas and increase your market share, look into your current customers and prospects\u2019 demographic information, and identify their preferred spoken languages.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Instead of obliging buyers to adjust to you, offer to communicate with them in a language closer to their hearts. It helps them feel prioritized, and makes it easier for them to do business with you.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<p><a href=\"https:\/\/beta.sogosurvey.com\/blog\/wp-content\/uploads\/2020\/07\/pawel-czerwinski-0xCCPIbl3M-unsplash.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-48287\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/pawel-czerwinski-0xCCPIbl3M-unsplash-1024x683-1024x683.jpg\" alt=\"multilingual customer service\" width=\"1024\" height=\"683\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/pawel-czerwinski-0xCCPIbl3M-unsplash-1024x683.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/pawel-czerwinski-0xCCPIbl3M-unsplash-1024x683-300x200.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/pawel-czerwinski-0xCCPIbl3M-unsplash-1024x683-768x512.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/pawel-czerwinski-0xCCPIbl3M-unsplash-1024x683-600x400.jpg 600w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/07\/pawel-czerwinski-0xCCPIbl3M-unsplash-1024x683-50x33.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/p>\n<div class=\"div-spacer\"><\/div>\n<h2><b>3 Tips for Excellent Multilingual Support<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Designing a multilingual customer support system goes beyond having call center representatives who speak several languages. It requires using tools and features that expand your client support capacity. These features include translation tools, chatbots, and customer self-service features.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>1.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>Use translation tools to augment your customer service.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">If hiring native speakers for every market is not within your budget, or you\u2019re struggling to find qualified native speakers, consider investing in advanced translation platforms instead.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Tools like <a href=\"https:\/\/pages.unbabel.com\/languages\/\" target=\"_blank\" rel=\"noopener noreferrer\"> <i>Unbabel<\/i><\/a> can translate customer support emails and chats as well as FAQ pages between English and other languages.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>2.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>Maximize chatbots for faster and more efficient customer support.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Chatbots lighten your customer support team\u2019s load by handling common questions and simple issues. It increases clients\u2019 satisfaction too, as they can access help and get answers 24\/7.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">You can also use chatbots to show the right message based on a client\u2019s location or browser language. Chatbots can then diagnose their concerns and transfer them to the appropriate team.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">This process ensures that customers are forwarded to the teams most equipped to answer their queries. Moreover, it keeps clients from being passed around and having to repeat their concerns to each department.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h3><b>3.<\/b><span style=\"font-weight: 400;\"> \u00a0 <\/span><b>Find opportunities to increase customer self-service and support.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Creating a multilingual knowledge base and other\u00a0<\/span><a href=\"https:\/\/blog.playvox.com\/implement-these-5-types-of-customer-self-service-to-boost-your-cx\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">self-service platforms<\/span><\/a><span style=\"font-weight: 400;\"> ensures that your clients and prospects can get the information they want anytime they need it. They don\u2019t have to wait for the company\u2019s office hours or for your representatives to catch up on customer support tickets.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><a href=\"https:\/\/www.gartner.com\/en\/information-technology\/glossary\/customer-self-service-and-support\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Customer self-service and support<\/span><\/a><span style=\"font-weight: 400;\"> benefits your company too.\u00a0<\/span><a href=\"https:\/\/www.helpscout.com\/helpu\/self-service\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">For one, self-service costs your business less<\/span><\/a><span style=\"font-weight: 400;\"> than other forms of live service. Second, since your web visitors are able to get the information they need anytime and anywhere, you can generate more leads and buyers even outside business hours.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Moreover,\u00a0<\/span><a href=\"https:\/\/www.proprofs.com\/c\/knowledge-management\/knowledge-base-seo-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">SEO-friendly knowledge bases<\/span><\/a><span style=\"font-weight: 400;\"> can help you rank well in searches, making it easy for your target audience to discover you. If you are partnering with\u00a0<\/span><a href=\"https:\/\/www.seoreseller.com\/small-businesses\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">SEO services for small businesses<\/span><\/a><span style=\"font-weight: 400;\">, be sure to discuss having your knowledge base SEO-optimized as well.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Having a library of professionally translated articles and FAQs can also help your team when responding to inquiries. They can paste links to these translated articles when replying to clients\u2019 chats or emails. This process guarantees your buyers get speedy solutions and uniform answers.<\/span><\/p>\n<div class=\"div-spacer\"><\/div>\n<h2><b>Embracing Multilingual Services<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Multilingual customer support benefits both buyers and sellers. It empowers and delights your non-native English customers, and it can improve your sales and solidify brand loyalty.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">As your business grows, you must work to maintain this competitive edge. Continue to\u00a0<\/span><span style=\"font-weight: 400;\">improve your multilingual support<\/span> <span style=\"font-weight: 400;\">and surpass client expectations. Ask customer service representatives about the most common questions they\u2019ve received. You can also ask clients to rate your articles or if it helped answer their query.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">Fill in gaps in your knowledge base. Make sure these are available in multiple languages, so you can strengthen your position as a truly global brand.<\/span><\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><span style=\"font-weight: 400;\">What are your company\u2019s best practices when it comes to multilingual customer service? Share your tips, struggles, and wins as you expand your support and grow your business.<\/span><br \/>\n<script type=\"application\/ld+json\">\n{\n  \"@context\": \"https:\/\/schema.org\",\n  \"@type\": \"BlogPosting\",\n  \"mainEntityOfPage\": {\n    \"@type\": \"WebPage\",\n    \"@id\": \"https:\/\/www.sogolytics.com\/blog\/the-benefits-of-providing-multilingual-customer-service\/\"\n  },\n  \"headline\": \"The Benefits of Providing Multilingual Customer Service\",\n  \"description\": \"Providing support to a wider audience is always a smart move. While multilingual customer service may take some planning, the benefits are enormous.\",\n  \"image\": \"https:\/\/beta.sogosurvey.com\/blog\/wp-content\/uploads\/2020\/07\/dan-gold-xy4zPgetBQg-unsplash.jpg\",  \n  \"author\": {\n    \"@type\": \"Person\",\n    \"name\": \"Vincent Sevilla\",\n    \"url\": \"https:\/\/www.sogolytics.com\/blog\/author\/vsevilla\/\"\n  },  \n  \"publisher\": {\n    \"@type\": \"Organization\",\n    \"name\": \"Sogolytics\",\n    \"logo\": {\n      \"@type\": \"ImageObject\",\n      \"url\": \"https:\/\/cdn.sogolytics.com\/wp-content\/uploads\/2022\/07\/Sogolytics-bgW-textB.svg\"\n    }\n  },\n  \"datePublished\": \"2023-08-07\",\n  \"dateModified\": \"2024-03-11\"\n}\n<\/script><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Today, more businesses are allocating resources to improve customer experience. And rightly so. In\u00a0Statista\u2019s 2018 survey among U.S. customers, 44 percent of respondents stopped doing business with a company because of poor client support. And according to\u00a0NewVoiceMedia\u2019s 2018 Serial Switchers report, poor customer support is costing companies $75 billion annually. As such, many businesses are innovating and adjusting to client expectations, ensuring they provide great customer experience across channels. These platforms include emails, live chats, online self-service, social media, SMS, and phone calls. More companies have also beefed up their voice support, which is a favored customer service channel in some countries. In 2018, it was the\u00a0most preferred communication platform in the U.S. (44 percent), Germany (57 percent), Japan (30 percent), the UK (31 percent), and Brazil (33 percent). One way business owners are responding to client needs, especially those in international markets, is by providing multilingual customer service. Why You Should Offer Multilingual Customer Support Services Multilingual customer support options will allow you to connect with a larger customer base than you have. You can connect with your current customer base in new ways, building profitable and long-lasting relationships. Who wouldn&#8217;t want that? There are a few things you want to think about for your multilingual customer support services so you can get the most of your strategy: How do you provide multilingual support? &#8211; Think of how you want to provide this support. If you have phone capabilities, it may be with bilingual agents. Online only may use [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":5034,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,204],"tags":[176,116,510,351,413,469],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Benefits of Providing Multilingual Customer Service - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"Providing support to a wider audience is always a smart move. While multilingual customer service may take some planning, the benefits are enormous.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sogolytics.com\/blog\/the-benefits-of-providing-multilingual-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Benefits of Providing Multilingual Customer Service - Sogolytics Blog\" \/>\n<meta property=\"og:description\" content=\"Providing support to a wider audience is always a smart move. While multilingual customer service may take some planning, the benefits are enormous.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.sogolytics.com\/blog\/the-benefits-of-providing-multilingual-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Sogolytics Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-07-23T14:02:41+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-06T15:18:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2018\/12\/cust-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"487\" \/>\n\t<meta property=\"og:image:height\" content=\"714\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Vincent Sevilla\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/the-benefits-of-providing-multilingual-customer-service\/\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/the-benefits-of-providing-multilingual-customer-service\/\",\"name\":\"The Benefits of Providing Multilingual Customer Service - Sogolytics Blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\"},\"datePublished\":\"2020-07-23T14:02:41+00:00\",\"dateModified\":\"2025-03-06T15:18:28+00:00\",\"author\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/9a85bc557b271c32a3381eb91d964991\"},\"description\":\"Providing support to a wider audience is always a smart move. 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