lobal consumers today demand real-time, seamless support interactions across many channels and languages. But delivering on these customer experience expectations can be costly. That’s why global brands are embracing a new generation of language technologies to bridge the gap.
According to research from the International Customer Management Institute (ICMI):
• 79% of contact centres have customers who are not native speakers of the primary language(s) that they serve.
• At least 60% of customers expect service in their native language when contacting a brand.
• 52% of contact centres expect their volume of non-primary language communications to increase over the next three years.
Despite this, ICMI found that the number one way contact centres provide service to customers that speak an unsupported language is to “simply apologize and attempt to handle in the agent’s primary language.” In an industry built around customer satisfaction and experience, ignoring consumer preferences while increasing customer effort isn’t an effective strategy.
Legal documents such as contracts, agreements, deeds, and certificates may need to be translated to ensure that all parties involved understand the terms and conditions.
Financial documents such as bank statements, invoices, and balance sheets may need to be translated for accounting and financial reporting purposes.
Medical documents such as patient records, medical reports, and prescriptions may need to be translated to ensure that healthcare professionals have access to accurate information about their patients.
Technical documents such as user manuals, engineering drawings, and technical specifications may need to be translated to ensure the end-user understands the product or service properly.
Marketing documents such as brochures, product descriptions, and advertising copy may need to be translated to reach a wider audience in different regions.
HR documents such as job descriptions, employment contracts, and employee handbooks may need to be translated to ensure employees understand their rights and responsibilities.
Academic documents such as research papers, thesis and dissertations may need to be translated to ensure that research findings are disseminated to a wider audience.
• Improve customer experience (CX) across markets and channels by eliminating language as a communication barrier.
• Minimize complexity and risk with standardized service and compliance across languages.
• Preserve global brand consistency by using a glossary to ensure accurate representation of trademarks, product names, and brand elements in every language.
Also, consider the importance of customer care when running global marketing campaigns to acquire new customers or translating websites to communicate in local languages. After doing all that, how do you support those clients?
White Globe’s customized customer care solutions can help you optimize the experience for your entire global customer base.
White Globe can help your contact centres provide omnilingual support to increase customer satisfaction. We provide linguistic experts who can communicate with consumers in their own language across any channel from voice and chat to email, mobile, website, social and more.
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