MULTILINGUAL CUSTOMER SUPPORT OUTSOURCING

When you’re entering a new market for your business, you enter a different culture whose followers speak a completely different language.

That’s why this is crucial for you to have such customer support that could assist those speakers in the best possible way.

How is this possible ?

This is possible if the outsourcing company can provide natives or fully fluent speakers of different countries.

So, in this guide, you would learn about customer support outsourcing and its value in detail.

Plus, we would also describe what are our advantages in this field.

Now let’s come towards a first basic question.

What is customer support outsourcing ?

When a business supports its customers in their native language, this is called multilingual customer support.

This support is a part of customer experience (CX) and localization strategy for businesses when they have to enter new markets for their products and services.

Well, this service allows the customers of a business to inquire anything easily in their native language and get the benefits of its products and services up to a great extent.

So, if you want to have a great number of loyal customers, you have to set up your multilingual customer care in your company.

Yes, when you assist your customers in their native language throughout the customer journey, they become loyal to your business for a long period.

You must be thinking : Why a customer support solutions so important ?

Actually, the competition among brands having global target audiences is fierce in today’s age.

That’s why a brand which has to operate on an international scale must get it.

Otherwise, the potential customers would find its alternative product or service if they can’t communicate regarding their queries to the customer channels easily and reliably.

For example, according to the HBR report:

• 72.4% of customers reported to be more likely to purchase a product having information in their local language.
• 9 out of 10 internet users prefer a website in their native language.
• 56.2% of customers see information in their local language as more important than the price.
• Almost one in five Europeans never browse in a language other than their own language.
• 42% of European customers never buy anything in other languages.

And what are the benefits of customer support outsourcing ?

Before telling you the benefits, firstly let’s talk about the negative side of having bad customer care services.

These bad customer support services are one of the reasons that customers stop buying the offers of a company even when they like its products and services.

Yes, that’s true.

For example, according to the report of Salesforce, 47 % of customers stop buying the products and services of a company due to its low-quality customer support services.

Now let’s talk about the benefits that can provide to a business.

There are several benefits : 

1. Trust and loyalty

You win the trust and loyalty of your prospective customers.

So, you get more customers and retain more customers too via this strategy that is great for your business growth.

2. Better conversion rate:

Your conversion rate is better with this support system on a global scale.

When your lead gets the answers to their important questions in their native language, they’re more likely to become your customer.

So, you get a higher conversion rate for your business.

3. Solid global footprint:

When your brand converses with its customers in their local language, you get a solid global footprint for your company.

Therefore, you gain credibility and fame for your brand.

What are the channels for providing customer care support ?

Well, there are several channels for providing  support. These are:

• Email
• Chat
• SMS
• Social media messaging
• In-App Messaging

• In-game messaging
• In-Metaverse VR

Then, what are the industries that commonly require customer service ?

There are several industries that commonly require customer care, and these are:

Travel and hospitality :

The companies of travel and hospitality require it services because their customers belong to different countries.

So, such companies generally require multilingual customer support for answering the queries of their international customers.

E-commerce:

All e-commerce brands require it if they operate on a global scale.

Their international target audiences prefer talking to these brands in their native languages for their inquiries.

Financial services:

All banks, investment firms, and other financial institutions also require multilingual customer support outsourcing for communicating with their international target audiences reliably.

Healthcare:

The international customers of different healthcare firms prefer to communicate in their native languages with different healthcare firms.

So, organizations like hospitals and psychotherapy centres need it for their clients.

Technology:

Every technology company which has to serve its international audience.

Such companies need these services to get new customers and satisfy old customers on a global level.

Overall, multilingual customer support is a requirement of all types of companies that have to deal with their global audiences.

These support services boost their branding and sales up to a great extent and also an essential part of business development strategy. 

What are the ways of outsource a multilingual customer support strategy ?

Well, there are three major ways to implement customer support strategy for your business.

These ways are:

In house teams

You could hire your in-house agents for your company.

In this way, you could provide the service to every person who inquires about your business in their local language.

But hiring such teams could be expensive for small or mid-sized companies.

Contact centres in every country or state:

You may establish contact centres in every country or state where your business operates.

However, establishing contact centres in every location where your business operates is quite expensive.

In the long run, this might not be worthwhile for your investment for these centres.

Business process outsourcing services :

Another way to implement it is using a BPO services provider.

You should hire a reliable BPO services provider.

In this way, you could get the benefits for your business with low cost and high ease.

And we believe based on our high and diversified experience that we could be the one you’d be looking for after knowing the above details.

You might think:

Why is Oworkers the best company for outsourcing  this type of support ? 

There are a lot of reasons for that. We’d discuss them one by one below.

Omnichannel customer support:

We provide omnichannel customer support for people like you. Our channel consists of the following elements:

Email:

We provide email support for our customers. We ensure every query our customer receives for their business must be answered ASAP.

Our agents are cooperative, friendly, and persistent with the clients of our customers.

Live Chat:

Our agents also provide chat inbox services for our clients.

We ensure whenever a lead arrives in the inbox, we answer their concern ASAP and try our best efforts to convert that lead into our client’s customer or retain their old customer for them.

SMS:

We provide support through SMS as well.

We leave no stone unturned to satisfy the leads or old clients of our customers so that their business could be promoted as much as possible via our assistance.

Social media messaging:

Social media is not only an effective way to attain credibility for your brand but also a popular way to retain and attain customers.

That’s why when your lead arrives in the inbox of your social media page, we serve them in the best possible way for nurturing that lead.

And if your old customer chats with us on social media, we ensure via our services that they could buy your offers again.

In-app messaging:

Our agents also provide in-app messaging for your business.

We not only guide the potential buyers regarding their queries but also make sure via our efforts that they could convert into your customers ASAP.

In-game messaging:

We serve your clients via providing in-game messaging services.

We provide messaging services within a game app so that the users could remain fully engaged with the game and could play the game reliably.

In-Metaverse VR:

We also provide in-Metaverse VR support.

And we make sure that your customers could be retained for a long time for your business via our services.

Now let’s talk about the types of customer support that we offer you for outsourcing.

These are:

• 1. General queries and FAQs support
• 2. Billing support
• 3. Technical support

And some advantages of outsourcing with us are:

Awesome ATA:

ATA stands for average time to answer.

As customers hate to wait for their answers, we provide them with their responses in a short duration.

And we provide these support services 24/7. That’s why our ATA remains high enough.

Security:

Our employees work in monitored facilities and signed NDA under ISO norms (27001 & 9001).

That’s why your data remains safe with us.

Scalability:

Our solutions provide you with the ease of scalability. So, you could easily scale up or down without stress and long-term commitment.

Cost-saving or affordable price:

We offer inexpensive solutions to our customers. Yes, with us, you’d get 50 % discounts compared to the USA or Western European companies without any work quality compromise.

Stable partnership:

Our main priority is to satisfy our employees and customers.

That’s why we try our best efforts to keep our employees happy so that they could keep our customers happy.

And this is the reason that the retention rate for our employees is more than 93 %. Unbelievable but true.

We provide stable partnerships to our clients by providing them with stable teams who could work for them effectively.

Multilingual support capability:

We serve our clients in 25+ languages.

So, our multilingual support capability is high enough for your business.

Use of AI tools:

We use the best AI tools in the market that provide us with detailed reports so that we could serve your customers very well in the future.

Interactions within the virtual worlds:

We are open to interactions with your customers within the virtual bars created via VR.

Options of three locations:
We offer the stability and availability of our teams for your outsourcing project in three locations.

These are:

• 1. Bulgaria (E.U. and GDPR compliant)
• 2. Egypt
• 3. Madagascar

Some of our satisfied brands are:

• 1. Batibig
• 2. Expondo
• 3. Getid

Conclusion:

We hope you liked this article and get some insight regarding how to get effective multilingual customer support outsourcing services at an affordable price.

If you want to take your business to an international level rapidly and reliably, you should outsource to us.

The competition is so high nowadays that you cannot rely on the international language (English) only to answer your user’s queries.

One more thing is left now. But that’s from your side. If you truly liked our blog piece, do share it with others as well.