To grow your business, you must provide the best possible service to the widest audience. However, it is difficult to achieve this goal without multilingual customer support. Ultimately, your site has the potential to reach a global user base. Fortunately, multilingual sites also have many ways to provide excellent support to all customers. By connecting with visitors in your own language, you can introduce yourself as an international enterprise with the resources and motivation to maintain a global audience. This post explains why multilingual customer support is a wise move for your business. Then, we will share four ways to provide support beyond national boundaries and cultures. Let’s go! The
Why provide multilingual customer support on the WordPress website? Whenever a customer contacts the support team, the customer’s experience helps determine whether to maintain brand loyalty or conduct business elsewhere. There are many ways to provide excellent service, but it is important to use the customer’s language. Here are some important reasons for providing multilingual support: Take the lead in the competition. It is estimated that 60% of online content is provided in English, and 34% of content centers support only one language. Through the translation support channel, you can immediately distinguish your brand from your competitors. Use the customer’s language to build trust. Communicate in the customer’s mother tongue and respect the customer’s language and cultural differences. This may help to connect with them at a deeper level. Improve the overall customer experience. According to the survey, 65% of consumers like to visit native language content, even if the quality is poor. Although you must always strive to provide the best possible experience, I am confident that customers will appreciate your efforts. This may help to gather feedback. If there is a language barrier, it is difficult to establish meaningful relationships. You can have a two-way conversation in the customer’s preferred language and encourage them to share feedback that may not be inconvenient to communicate in English. Ensure brand consistency. Directly interact with overseas customers to control message transmission. This helps provide a more consistent experience than relying on third-party agents or user forums. As you can see, we have many reasons to strive to provide multilingual customer support. Let’s see how to do this. The
How to achieve high-quality customer support for multilingual websites (4 key skills). Maybe you are running a start-up and eager to expand into new markets. Maybe you are already managing an international enterprise and hope to establish a better relationship with customers. Regardless of the situation, these four solutions can help you overcome the communication barriers of your business. 1. customer support is usually the first telephone port for consumers who raise employment issues, concerns or feedback to the support team. However, if these conversations are full of misunderstandings, they will disappear because of the negative impression of the company. The
To ensure that these interactions are positive, you need to recruit Aboriginal people based on the most common languages used by customers. This reduces false communication and enables the support team to culturally follow etiquette. Identifying the most popular languages in the current customer base and hiring native speakers of these languages can help achieve the highest possible return on investment (ROI). You can use tools such as Google Analytics to understand current prospects. Log in to the Google Analytics dashboard and select target > region > language. The
The dashboard displays a summary of the language settings in each visitor’s web browser
. These languages are displayed as iso639 language codes together with the optional iso3166 country codes. Sometimes these codes are self-evident. For example, eng is English and GER is German. But not all ISO codes are so explicit. If you are unsure, you can always open your favorite search engine and enter \
Fortunately, self-service is available 24 hours a year. By providing multilingual documentation, customers can access these resources whenever they need them. If you already have a knowledge base of your own support resources, you need to translate these assets into multiple languages. Ideally, you will hire Aboriginal people for this job. If the team does not have native speakers of the target language, it is best to work with localization agents. The team behind the WordPress translation plug-in wpml has published a list of recommended professional translation companies that may be helpful in this field. There is no need to translate localized documents into words. The advantage of partnerships with indigenous peoples is that they can propose changes to make them responsive to the target audience. The
For example, supporting documents may contain examples or schemes that are not relevant to other cultural circles. You can also refer to foreign customers for strange events or media. Aboriginal people often replace this part with familiar and culturally relevant content, giving the impression that these resources are specially prepared for the target population statistics. After translating all the content, we need a way to communicate it to the audience. You can use plugins such as polylang to host multiple versions of the same content. This free WordPress plug-in adds a language selector to the website, allowing visitors to access resources in their favorite language. The
3. adding real-time chat to the website is a popular online support channel among customers. It gives them the freedom to multitask while providing instant feedback on phone calls. This is also much faster than waiting for a response via email. You can use word press plug-ins (such as WP live chat by 3CX) to add live chat to your site. Using this plug-in, you can add unlimited customer support agents that can exchange messages with customers in real time. Since there is no limit to the number of team members who can use the tool, all the most popular languages of site visitors can be used as their mother tongue through this channel. The
In addition, WP live chat is compatible with wpml. This does not mean that the real-time support response can be translated, but you can verify that the text provided by the plug-in (such as the chat button) can be used as all the languages supported by the site. If the support team is small and there are no resources to hire Aboriginal people to respond to real-time chat requests, an alternative is to use a multilingual word press chat robot. 4. localization of social media channels modern consumers expect to contact customer support through social media. Twitter and Facebook are particularly popular platforms for this. The
Many of the world’s most popular brands have retained localized social media channels to communicate with audiences around the world in their preferred language. For example, Pepsi has a separate twitter handle for customers based in the Netherlands, India and the UK. If the bandwidth of multiple social media networks can be maintained, localized channels can become another method of preferred language support for customers. This is soup, too
