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Multilingual Customer Service

Lost in Translation—Overcome It with Multilingual Support

Lost in Translation—Overcome It with Multilingual Support

By | Call Center Support, Customer Service, Multilingual Customer Service, Multilingual Support, Receptionist Service, Receptionist Service, Remote Support Services, Technical Support, Transcription, Translation, Virtual Assistant Support | No Comments

In today’s world, where physical borders have become blurred and your business’ customers may hail from any of the world’s 195 countries, focusing on one “world” language like English to cater to your customers can be a costly mistake. In the face of stiff competition, your business will lose non-English-speaking customers if your customer service does not cater to them. The days of differentiating yourself by solely providing a 24 hour call center are long past. You will only acquire and retain customers if you speak to them in their language.

Multilingual Support—The Solution

Companies that wish to expand globally and build a loyal customer base overseas must cater to these customers in their native languages with multilingual support. Multilingual support eliminates communication barriers and errors in translation—open and accurate communication with your customers is only possible in their native languages. You can retain more customers by making them feel like they are dealing with a local company, or a company that values them as a customer, since only 8% of repeat purchasers account for 40% of an average store’s revenue. Having specialized multilingual support in a non-global language—like Finnish customer support for your Finnish customers—can make them feel valued in a way that even the best English customer support cannot achieve.

Benefits of Multilingual Support

Multilingual support creates the optimal customer interaction experience at every stage of the sale and after-sales process.

  • Greater customer loyalty and positive word of mouth
  • Less chances of miscommunication due to language barriers
  • Greater customer lifetime value with repeat purchases
  • Easier integration into overseas markets with better brand credibility
  • Exponential global growth into new markets
  • Greater likelihood of converting a query into a sale and a complaint into a resolution
  • Successful diversification of risk and smoothening of demand cycles for the business
  • Greater competitiveness locally and in the international market

Why Should You Work with a Multilingual Support Services Provider?

  • Working with a specialist requires less investment of time and effort and a lower cost than building an in-house team. Taki Skouras, the CEO of international wireless retailer Cellairis, advises working with a support services provider for multilingual support if you don’t have the budget for full-time in-house translators.
  • Reliance on experts will protect businesses from the pitfalls of expanding globally. They will help you understand the local market and ensure that you comply with local regulations.

A well-informed decision when choosing your multilingual support services provider will guarantee that the positive effect on your business is immediate. The multilingual support services provider should have these characteristics:

 It must have agents with native proficiency in more than one language other than English.

 It should not have large overhead costs that pay for the VIP culture of upper management.

 It must be experienced in providing multilingual support to global companies.

 It should be flexible and scalable to a 24 hour call center as the business grows and calls for round-the-clock customer support.

 It should have agents specialized in providing support in European languages such as French, German and Finnish customer service.

 Call center agents must be experienced with VoIPs, inbound and outbound calling, and resolving customer queries in a timely fashion.

 It should have “live” staff that can understand the nuances of customer behavior and respond accordingly.

 It should be fast, friendly, and reliable, with proven results.

Multilingual Support at IdeasUnlimited

IdeasUnlimited has more than 8 years of experience in providing multilingual support to clients all over the world. Not only does it check all the requirements above, it customizes a solution according to the business’ requirements. Contact us today for a customized multilingual support solution.

Improve your customer service center for customer retention

What Are Customer Retention Strategies?

By | Backend Support Services, Call Center Support, Customer Service, Ecommerce Support, Multilingual Customer Service | No Comments

Originally posted as an answer on Quora for What are customer retention strategies?

Answer by Saira Zafar, Content Contributor, IdeasUnlimited

sairaz@osbprovider.com

Successful customer retention is a major sign of business health and it is closely related to the growing concept of customer success through a well-established customer service center.

It works simultaneously as a marketing strategy while also aligning the company’s vision as part of its strategic goals. Customer retention means you are focused on developing a long-term relationship with the client rather than extracting short-term, temporary transactions.

Previously, marketing strategy revolved around convincing a consumer to buy your product/service and realize that it is at least marginally different from the other alternatives available in the market. Now, marketing strategy must work on the entire customer purchase pattern and create consumer success—tangible rewards and benefits that the consumers will receive by making your company a long-term member of their consumption bundle.

This shift brings more challenges, but results in higher retention rates, lower costs of sales, and an improved bottom line.

It is crucial to understand that a customer retention strategy requires detailed study of successful consumers, their buying behavior, preferences, and disposable income. Top of FormThese customer retention strategies can vary from business to business. As a rule, it should be kept in mind that customer retention entails keeping the old customers with you, lowering exit rates, and increasing sales.

Let’s elaborate each of these concepts to help you formulate your own strategies for each step and retain customers successfully.

Keep Existing Customers Close to You:

A simple look around you can show you how expectations have changed and how an influx of choices has made consumption more complicated.

It is common for businesses to divide their customers into demographic profiles for setting marketing and sales goals. It is about time that these profiles are scrutinized to understand customers’ thought processes and buying patterns.

As customers are changing, your company should be able to keep up with their changed preferences to give them the choices and products they are looking for now. There can be a number of ways to retain your customers once you have outlined their preferences and are ready to meet their expectations.

Selling More and Often:

Brand Loyalty Programs can be introduced that are most likely to attract new and keep your existing customers coming back to you. They key factors here are features, designs, and quality you offer your customers. 66% consumers tend to stay loyal to a brand if they find features, quality, and design as per their changing demands.

Similarly, Coupons are a very effective and popular way of retaining customers. Offering coupons to your existing customers for their preferred item can motivate them to make an immediate purchase, especially after 30 months of association. This also gives them a feeling of personalized service, which further instills brand loyalty. In a study, 60% consumers agreed to Surprise Rewards being a major factor for their staying loyal to a brand.

Value Added Services or Cross Selling with a partner brand also keeps customers coming back to you.  Data-sharing partnership is also a potential avenue for increasing customer retention by letting partner companies share data and collaborate for time, season, and location-specific offers.

Rebrand your business to meet customer expectations. As Richard Branson has very aptly said, do not just meet expectations of your clients but exceed them.

It is equally important for acquiring new customers as well as retaining existing customers that a business is rebranded. Rebranding helps you move with customer preferences, as mentioned earlier. It is evident that modern customers are always on the look-out for something fresh and new. Therefore, it is feasible to rebrand and accommodate existing customers to show them all new customer success to convince them to stay. Rebranding helps to overcome an outdated image of a company and helps in exceeding the expectations of your existing clients.

Where Is Customer Churn Taking Place and Why?

In connection to the above discussion, reviewing customer behavior and company-client relationships can give valuable insights for retaining customers. One important information is to know where the customer exits and why?

Monitoring customers’ online journey can tell you the exact point which disturbed the customer enough to withdraw from your company and move onto someone else for a purchase. It may be long delivery times or dodgy/outdated payment options. It can also be the outdated overall layout of your website and poor social media presence. Most importantly, customer churn can take place due to improper handling at the customer service center.

Revamping the Customer Service Center

For modern consumers, online presence, customer service and delivery service have to be top notch. A well maintained customer service center can be an answer to all three of these goals.

To build a successful, longer term client relationship, your company has to build an effective customer service team. You require a friendly, personable team that is agile, technically smart and is trained to show gratitude and courtesy to the customers. Agents should have product and policy knowledge and the ability to resolve issues satisfactorily. This also leads to the capacity of a customer service center to quickly respond to a query in the required language, take required actions immediately, document, and follow up.

To have a versatile customer service center, it is most feasible to contract a company with prior experience of multilingual call center services, omnichannel support, and capable of managing and monitoring the teams to provide hassle-free best results for your company.

A good CRM tool is also a vital investment to keep your relationship organized and documented. It can cover all channels of support. To keep customer engaged through your online presence and product lifecycle, reemphasizing their customer success is important.  Influencers and arranging Q and A sessions can ensure a lot of engagement and build stronger relationships. A good customer advocacy program or creating online customer groups, webinars, and user group meetings are also some ways of bringing customers together.

Customer retention is a goal and strategy in itself. As the technology is advancing and nothing is inaccessible for a modern consumer, it is important that your business is able to deliver products and customer services that match the requirements and ideas of your customers. Targeting new customers improves revenue but keeping old customers intact helps in building company value and sustainable growth.

Swedish Customer Service Can Be “Sweet” (Swede!)

By | Call Center Support, Customer Service, Multilingual Customer Service, Multilingual Support, Remote Support Services, Swedish Customer Service | No Comments

Ikea. Delicious meatballs. ABBA. Sweden has provided the world with some legendary gifts. So maybe it is time for the world to give back. We could do this by helping expand business presence in Sweden. IdeasUnlimited wants to take that sunny Swedish disposition and put it on display with our Swedish customer service par excellence. With friendliness and multilingual support skills, our workers can take your customer services to the next level. And IdeasUnlimited is the vehicle to connect the Swedish talent to the world, with our superior support services and remote workforce management.

How easy is it to expand into Sweden to do business?

Simple enough “that it now ranks number one on the Forbes’ annual list of the Best Countries for Business. Compare that to economic powerhouse the US, which is in 23rd place”.  Sweden also boasts a high employment rate as well as having relative gender equality in its workforce. The labor market is not suffering from decline or chaos, so it is stable footing for any new business to increase its global presence. New satellite sites or franchises can be established, or an expat could potentially move to Sweden and open an entirely unique business model. There is a lot of room for flexibility here. And best of all, you don’t need to do everything on your own. You can work with experienced support services providers to get assistance with everything from operational support to Swedish customer service and other multilingual support.

So what makes the Swedes an exceptional group of people?

They are highly skilled and educated. Sweden publicly invests in its education, so there is no reason to not go and become as highly trained (academically or practically) as possible. The Nordic European lifestyle is highly supportive of literary advancement, which has built some of the greatest graduate programs in the world.

The close proximity of the Nordic/Baltic countries creates an atmosphere where individuals are introduced to a variety of languages at a young age. Many members of the workforce travel between multiple countries during the course of their projects or engage with representatives from other countries. The service industry in Sweden only highlights this diversity. ContactCenterWorld, a call center focused website, states: “Sweden is the largest labor pool in Scandinavia with multilingual Nordic capacity – Swedish, Finnish, Norwegian, and Danish. In the service agencies, 45 percent use the Scandinavian languages daily”. So not only are the Swedish a large portion of the service industry as a whole, but they also have the language skills to cover a variety of markets. They can switch between languages to reach multiple countries as opposed to being capable of only fulfilling one countries’ needs. At IdeasUnlimited, our multilingual call center services are provided by agents well-versed in several Nordic languages who can provide multilingual support for sales, customer relationship management, vendor management, administrative work, and much more. So start with Swedish customer service and with the same agents, expand to nearby markets with no additional overhead costs.

Even with its growth, Sweden is a small nation that does require outside companies to bolster its revenue and support economic structuring. Trying to find native Swedish workers for your local business? Contact IdeasUnlimited for handpicked candidates, relieving you of the hassle of advertising, shortlisting, and running background checks on your Swedish workers.

 

With the latest call center programs, virtual assistance, and 8-year experience, the options at IdeasUnlimited are endless! Contact us today to see how our Swedish customer service and multilingual call center services can benefit your business.

Norwegian Customer Service by IdeasUnlimited

God morgen! A New Era of Norwegian Customer Service

By | Call Center Support, Customer Service, Multilingual Customer Service, Multilingual Support, Receptionist Service, Transcription, Translation, Virtual Assistant Support | No Comments

When you say the word ‘Norway’ what comes to mind? Is it the fjords? Skiing? Or maybe the glorious Vikings? Whatever stereotype you choose, good customer service is likely not in the top ten. IdeasUnlimited is here to help change that. We can help take your companies’ online web presence and sales and elevate them so that you are creating connections while upselling. This allows you the freedom to focus on improving your value offering while we provide exceptional Norwegian customer service.

Apparently, there is national recognition of passivity or inaction in retail. ScienceNordic details a study conducted recently which concluded that “companies are once again paying attention to the importance of how their employees treat customers”.

This research campaign brought to light a tendency to forget upselling and a decrease in securing final sales from 18 to 14 percent. Norwegian salespeople are now much better at greeting customers with that sunny smile and Nordic disposition, but there just has not been that follow through to secure the sales. IdeasUnlimited’s Norwegian customer service representatives can manage phone sales and even online orders to increase your company’s conversion rate. As a company, we have a large pool of native Norwegian speakers. Hence, you will have that cultural continuity while being assured that your hires will be trained to fit your standards. This allows your efforts to be spent best on optimizing your core business competencies.

IdeasUnlimited can also provide you workers to oversee quality assurance or customer satisfaction research for you. This can be vital, as “asking customers how satisfied they are does not always give a true picture of how well employees do their work”, especially when asked directly. Responses are often much more honest when done behind a barrier, so to speak, or anonymously to an individual who can hold accountability. You can only then receive honest feedback as to the tone of the interaction, how empathetic the customer support agent was, and whether customers were offered incentives to stay with your brand. You can know exactly where changes need to be made. It isn’t enough to just meet your sales goals, you need a team who believes an understanding of what it is that drives people is more important to continue progressing to the next level. By visualizing your customers perceptions, you can carve out solutions.

One of the examples that Norway is learning from is Tesla. They are a story of what exactly not to do then taking the time to make corrections. As of 2018, Norwegian Tesla owners reported “ridiculously long wait times and un-returned phone calls as Tesla’s service centers in Norway are overworked and low on parts”. Many customers had to make trips to customer care centers specifically just to find someone to communicate with who could direct them to help. Others were given surprise notifications for repair dates that they had not made. At one point, the lack of communication within their customer service department was so pervasive, that messages were actually being sent to the founder, Elon Musk. Luckily, 2019 has seen several changes in procedures.

Several initiatives like seeing service team sizes doubling by the end of the year were introduced. But what were the actual results? Well, Tesla grew its service team in Norway by 30% this year and added more shifts. Greater coverage meant more claims could be taken in. Customers could finally speak to a human being within a reasonable time.

But IdeasUnlimited knows you can do better than that. That you WANT better than that. This is why we want to set you up with a team that will make this a reality. When you have the right product or service, a perfect ratio of customer service and a unified management, you can do just about anything. So, let us find the right local customer service representatives for you while you strengthen your retail strategies.

Generation Z and Their Expectations from your Customer Service Representative

By | Call Center Support, Customer Service, Ecommerce Support Services, Multilingual Customer Service | No Comments

It is important to understand the product needs of your customer. It is equally important to learn about their spending behaviors and expectations from the customer services.

There exists no business today which can get a referral and customers’ trust without providing them a good experience at the hands of the customer service representative. An era has begun where the customer care center is as important as the good/service itself, sometimes even more. Every business now requires new stratagem from its customer service center to pave the path to success.

The key to better customer support is to identify the customer type and customer need as early as possible. Therefore, a customer service representative must undergo rigorous training to assess and satisfy customer needs and requirements without fatiguing the customer.

In today’s market, generation Z (people born from 1995 to 2012) is the most powerful consumer group. They have not known a world without the internet, they have experienced 2008’s recession, and they are used to receiving information quickly. There are many terms used to describe Generation Z as consumers, such as

  • Independent
  • Focused and determined
  • Competitive
  • Prefer self-service, personalization and accessibility
  • Fiscally prudent

Generation Z will represent 40 percent of American consumers by 2020, while their purchasing power is predicted to reach USD600 billion. Therefore, it is of utmost importance that your company’s support staff is trained and skilled to handle this influential set.

By keeping in mind the common characteristics in Generation Z consumers, your customer care center can serve them better. Setting up some rules to be followed by every customer service center representative can also be very helpful, such as:

1. Be honest, transparent, and loyal to your consumer

Generation Z does not prefer hierarchy and power structures. They are concerned with results and need solutions from you quickly when they cannot find them for themselves. Also, Generation Z is aware of marketing. They have shifted the focus from consumer to producer for brand loyalty. It is the consumer who has to be treated as gold to make repeated sales and give positive reviews on social media.

To serve Generation Z, the customer service representative has to be proficient in delivering the relevant information without taking much time. Additionally, the customer service representative should follow-up till the customer is fully satisfied and his/her requirement has been met.

2. Offer immediate and perfect solutions

Most people from the iGeneration look for self-help options and FAQs. They contact a customer service representative as a last resort, when they have reached a dead end. They expect personalized customer care and immediate solutions. They do not care about the company’s operations and procedures; they are only concerned with the solutions the customer service center can provide them.

You must serve them correctly and timely, otherwise they will move on to someone else!

3. Be available—24/7 and through all channels

This generation has not known the world before technology took over. They are always with their mobile phones and look towards tech-savvy options.

Customer care center leaders or managers need to focus and deliver through different means of communication. Thus, it has become crucial to adopt omnichannel support to deliver uninterrupted services at your customer care center.

4. Bad experiences will last forever!

This rule is the most important to remember. Studies have shown that more than 40% consumers do not forget bad experiences even after two or more years. And negative experiences are more likely to be shared on social media platforms. This implies a very long-lasting negative impact on a brand’s image.

From the receptionist service to the customer care center, every employee involved in customer interactions should be trained to build and uphold a positive image of the company.

Generation Z expects every customer service representative to treat them as their priority and offer quick results. This includes engaging them through channels they feel comfortable with, in languages they prefer and with the information that serves their purposes. They are well-versed in navigating and filtering through options. They are intelligent and make product comparisons often before finalizing purchase(s). They are also well-informed so they choose a more convenient yet economically safe product/service. Once they have selected your brand, they expect the customer service to be extraordinary and well-integrated to give a positive review and to keep them coming back.

To stay ahead of the curve and earn the loyalty of this crucial segment of your target market, invest in improving your customer service center right away!

Are you speaking your customers' language?

Are You Speaking Your Customer’s Language?

By | Customer Service, Multilingual Customer Service, Multilingual Support, Remote Support Services, Remote Work | No Comments

In this new business era where many terms have become buzzwords and many theories redundant, Customer Services and Inclusivity have become the kings of modern commercial activities. However, language differences pose the biggest barrier to their delivery.

The Need for Multilingual Customer Service

Customer services have evolved drastically over time and it is now essential to reach out to your customers before and after sales in their native languages. It is also very important to make all business communications as stress-free as possible on all channels of interaction with customers. In a nutshell, today your business must be able to communicate effectively in the language preferred by and in ways that are convenient for your customers.

According to Wells Fargo’s International Business Survey of 2017, 81% of US companies expected to expand their international business operations and 70% plan to increase their multilingual engagement. All this global expansion has exponentially increased the importance of multilingual support, making it more of a necessity than a competitive differentiator. It is now the only means of effective global expansion and delivering exceptional customer service.

Importance of multilingual customer service

Today in US alone, 51% people prefer online shopping. To expand globally, simply offering your goods and services to international customers is not enough. You can only garner sales when the buyer understands the specifications of the products and services being offered and that is only possible when these are translated into their native languages. According to a survey by Gallup, 40% buyers do not make a transaction on a website which is not in their own language and 19% people never deal with foreign-language-speaking agents.

In this situation, when 86% contact centers have non-English speaking customers, you must ensure your website and offerings are translated into the customers’ preferred language(s) and customers interact with agents speaking their own language(s). This is the only way to broaden your customer base internationally

How to Get Premium Customer Service

In this global business arena where a buyer from Puerto Rico can order goods from a retailer in New Jersey, customer services should also be universally inclusive, to make your customers feel valued. If your designated customer support representative cannot handle calls, emails, and chats in the major languages required by your business, it is certainly time to rethink your customer service strategy. You must speak your brand to more prospective customers in their preferred language(s).

However, opening your business to the world should not break your bank and we have the perfect solution for you: working with a firm providing Multilingual Call Center Services.

Work with a multilingual support services provider who can help expand your business in more lucrative markets, create a dynamic online presence, hire a local remote team, and deal with local customers with English and non-English preferences. Going down this route would eliminate your overhead costs of infrastructure, recruitment and human resource management, IT and other requirements of in-house employees.

Not only will this allow you to communicate effectively with your customers in other languages, you will be getting omnichannel support, creating that stress-free communication loop that guarantees a competitive edge. Moreover, a competent services provider can fully comprehend the nature of your business activities and offer customized solutions suitable for your business’ needs. Best of all, such multilingual support offers scalability for seasonal surges and business expansion.

Look for a service provider who can provide you a specialist bilingual or multilingual call center representative for each target region or to cover specific queues or timings. This will enhance your brand image, improve customer loyalty and increase customer retention, broadening your customer base.

Regions and Languages to Focus On

The best new market for American businesses

European and Schengen countries not only have the purchasing power but are interested in purchasing US goods and services. To take advantage of this, get multilingual call center services that cover:

Conclusion

Do not wait any further to expand your global footprint and do not deny support to customers who do not speak your native language. Let IdeasUnlimited assist you in expanding your business globally. IU can provide Multilingual Support constituting call center support, administrative support and receptionist services, data and customer management support, operational and backend support, and even ecommerce support, among a plethora of other services. With a fully trained and experienced remote workforce, IU can offer these services across several channels and languages, including but not limited to Norwegian customer service, Finnish customer service, German customer service, and Swedish customer service. IU also offers customization of multilingual support services to fully accommodate your business’ requirements and your customers’ preferences.

Remember, improved support means improved business ventures!