Customer service is essential to any business. 74% of customers say they spend more with companies because of positive customer service experiences. Good customer service can help you grow your revenue, improve your reputation and increase your retention rate.
E Commerce is a great place to provide customer service. Ecommerce has allowed businesses to transcend borders that were both great and not so great. One, it doesn’t mean you have to be restricted by a country or shop. It’s amazing for your customer base and business costs. However, eCommerce also presents some challenges that you wouldn’t think of if it wasn’t for them. Multilingualism is one of the challenges that eCommerce presents to your customers.
You must provide customers with the opportunity to receive help in their native languages if you want to offer great customer service. This may seem overwhelming and require a lot of staff. We have identified 5 reasons multilingual customer support is crucial for a successful eCommerce business.
#1 Increased Cross-Border Trade
eCommerce gave us the opportunity to forget about borders and to bond with certain places, as we’ve already stated. Cross-border eCommerce has seen its value soar that it reached EUR731 million in 2019. Even if our business was small, we could reach more Americans if we had it before. Cross-border trade can’t be done without multilingual customer support.
It is possible to say that everyone speaks English today. Everyone, especially native English speakers, assumes that everyone knows the language. Only 20% speak English. This leaves us with 6billion people who don’t understand a word.
You can also use Google Translator to help you. Do you remember the Aliexpress descriptions that made you laugh? Have you used translation options on Twitter/Facebook/Instagram? You probably know how absurd the results can be. Machine translations that are difficult to understand or require complex instructions or rare languages can make it almost impossible for you to think coherently. Even though Google Translate is improving every day, it’s still not ready for eCommerce.
Multilingual customer service opens up new perspectives on cross-border trade.
#2 Better Customer Experiences
It is easy to understand why so many people from other countries have the option of ordering your products. They can’t navigate your website freely, and customer service isn’t available to them. They may want to learn more about a product, or the checkout process to make sure they understand what they are doing. However, no one can provide them with security and understanding.
You make your customers feel valued by providing a place where they can feel at ease while receiving customer service. Recognize their differences and address their needs.
You must do all you can to improve customer experiences. We are confident that customers will love your product.
#3 Do better than your competitors
There are many solutions to a problem in today’s world. There are many products that have the exact same function and effect. More and more niches are being packed. The statistics on small businesses are alarming. 20% of them fail within the first year. They cannot withstand competition and most of them fail.
You can’t be the business that is lost in the crowd. Instead, offer something new or try your best to please the customer. Multilingual customer service can be a winning trait.
Imagine you are a foreigner choosing between two clothing shops. Both shops have nearly the same clothes and prices. You will begin to look for reasons to purchase from one of them as a customer. Customer support that speaks the customer’s native language is a great benefit. This is an added bonus for your customer. You win because you have something your competitor doesn’t have.
Multilingual customer service makes it possible to get rid of the horrible statistics that you have seen before and make you a winner every single time.
#4 Increased Return on Investment
Multilingual customer service increases many of your KPIs.
First, loyal customers will increase your retention rate. (Learn more about this in the next point).
You will also increase customer lifetime value. This means your customers will return to you and spend more money because they know how great your service is.
The cart abandonment rate is certain to drop. It is a very responsible decision to pay. This means that the customer has stopped browsing and is not intending to buy. That is when you should have the most secure hold. Payments can be complicated and systems differ from one country to the next. Your support is essential to your customers. If you are unable to help them, they will stop the payment process and will never return. The payment process will be less scary if you provide excellent customer service.
These KPIs improve, and it is only natural that your revenue will grow. It is also continuous growth. You will get more money back if you invest in multilingual customer service. Your investment will soon be worthless compared to the benefits you get from it.
#5 Customer loyalty and trust increases
Every business needs brand loyalty. Loyal customers are a sign that your business will continue to have customers. We mean that loyal customers will return to your company because they like your brand so much that they won’t even consider looking at other brands.
Loyal customers are 67% more likely to spend and to refer you to their friends, family, and followers. It’s easier to keep an existing customer than it is to attract one.
There are many ways to show your loyalty to customers. One way is to create multilingual customer services. This is a way to show your customer that you care and get them to shop with you more often.
Tips for mastering multilingual customer support
We know multilingual customer support is extremely valuable and we want you to start growing your business right away. You don’t have to search for advice on creating multilingual customer service. They are already available. Enjoy your bonus knowledge.
Multilingual websites can be created
Multilingual customer support is useless if customers don’t know how to navigate your website. They won’t be able find the button that will allow them to get help.
Offer self-service tools
Contacting real people who can help is not for everyone. Some customers may not be comfortable interacting with strangers because they are too shy or introverted. Set up self-service tools to assist customers. Do not force them into chatting with you.
Automate and Strategize
There are many other tools that can do the job better than Google Translate. You can create software to automatically translate all inbound messages and train your employees how to make the most of it.
Chatbots
Chatbots can be a great option for businesses as they don’t require customer support staff. Chatbots respond in seconds.
Conclusion
Multilingual customer service is a win-win situation for all parties: your customers, you and your employees. Multilingual customer service will increase your sales, improve your brand image, help you reach more countries and make your company stand out. It is worth it, no matter how complicated the process of creating multilingual customer service is!
