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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 Centre 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:

  • Norwegian Customer Service
  • Finnish  Customer Service
  • German Customer Service
  • Swedish Customer Service
  • And any other languages that are important for your business.

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!

The Rise of Online Retail and How Managed Support Services Can Help You Get Ahead of the Curve

The Rise of Online Retail and How Managed Support Services Can Help You Get Ahead of the Curve

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

“Online retail is booming and is the next big thing!” Rest assured, this is not an overly-enthusiastic rhetorical claim by some zealous internet purist. Economists and retail analysts agree that online retail has shown steady progress over the last few years and is here to stay.

According to Business Insider, worldwide ecommerce sales increased by 15.5% this year from 2017. In stark contrast, traditional brick-and-mortar sales only increased by a paltry 3.1%. In the US alone, ecommerce sales accounted for 10% of all retail sales—up from 8.2% a year ago. Not only that, online shopping is estimated to be a $526 billion industry in the US, with more than 80% of internet users expected to make an online purchase in 2019.

Statistics for Growth of Ecommerce Sales

Why the Shift to Online Retail?

So why this aggressive shift towards online retail? The most obvious answer is the convenience it provides to its users. Online shopping is hassle-free, usually offers free delivery, and saves so much time! For retailers, it eliminates the pressure to continuously expand physically and open costly brick-and-mortar outlets; an online ecommerce portal ensures an additional revenue stream, not to mention the automatic promotion of the brand.

The Secret to Online Retail Success

Online retail, despite all its pros, is not for the complacent or lazy business owner/manager. It requires constant innovation, which includes providing impeccable and super-responsive human and technical support.

The human part of ensuring a seamless online retail experience includes offering attentive customer care center support and omnichannel customer experience management. The biggest pitfall is not responding to customer queries and/or comments quickly and efficiently—rub a customer the wrong way and brace yourself for some irreparable (and fast-spiraling) brand bashing on Facebook or Twitter! On the other hand, handle a customer with the due care and diligence, and bask in the generous lauding and viral exponential appraisals of your brand! The customer is truly the king (and queen) in the online retail world!

Now come to the second part of innovation—the technical aspect. Technology changes fast. For an online business to run smoothly, it needs to be supported by a solid and scalable online inventory management system and strong backend support that tolerates no downtime.

Nothing puts off an eager shopper who has liberally filled up his/her shopping cart and excitedly clicked check-out more than encountering an annoyingly slow response time, and worse, inefficient or insecure online payment services. According to Statista, 42% of online shoppers worldwide prefer to make their payments via credit cards, while 39% prefer Paypal; imagine the volume of business you would lose if an insecure payment system is in place! Your potential customer will be replaced by a sulky user ready to vent out their frustration on social media. Your listing and inventory management must also be par excellence to ensure all the information is up-to-date and you have no surplus or shortages.

Importance of Secure Online Payment System

Another important aspect is the content on your website, whether it fully describes all aspects of your service or product and resolves all queries of the average customer. Poor quality content and brochure websites do not garner high conversion rates.

Did you know that you only have 0 to 8 seconds to get the visitor’s attention through the headline and the landing page, and even a one second delay can result in a 7% reduced conversion rate? Moreover, detailed product content is considered extremely important by 88% of online shoppers. Not only should the website be aesthetically pleasing and fast, it should be intuitive and interactive, with grammatically correct content that highlights your unique value proposition.

Important Figures for Online Retail

So how to juggle the tricky trinity of online retail, which is maintain the quality of your product/service, ensure a flawless customer care service, and provide solid operational support and backend support systems?

The solution is delegate! A prudent business always focuses on its core product and delegates the ancillary and supporting (but equally important) workflows and tasks to the experts! For online retail, the optimal approach is to get onboard a reputed and well-established support services provider that provides all these services at lower cost than an in-house setup. Doing so ensures a unified and seamless customer experience, translating into higher brand loyalty and return on investment.

Checklist for Getting Ahead of the Curve

  • Get call center support to
    • answer queries of potential customers,
    • resolve any issues that arise with current ones
    • provide omnichannel support: email, social media, text, phone, fax etc.
    • manage your customer database to keep track of purchasing history and loyal customers
    • manage your feedback and reviews to convey a positive brand image and transform disgruntled customers to satisfied repeat customers, and
    • give technical support in case glitches appear on the online platform.
  • Invest in backend support for your online retail platform to ensure
    • fast loading speeds, working links, pages, and graphics,
    • a responsive shopping cart, and
    • a secure online payment system.
  • Partner with an ecommerce support services provider to
    • manage your ecommerce brand,
    • ensure up-to-date listing and inventory management,
    • optimize product information through data entry, data cleansing, product catalog management, and indexing services and
    • provide order processing and tracking services.
  • Get an expert content writer to ensure your website’s content is
    • search engine optimized and
    • grammatically correct.

Case in Point

PatPat a 24 hour call center support client of IdeasUnlimited

PatPat, an online apparel company that aims to make affordable quality apparel for moms and kids, seems to have nailed the online shopping experience just right. They focus on providing reasonable, trendy, and quality wear. But what truly makes them stand out in the jungle of online apparel sites is their attentive customer care. Did they deviate from their core competency of providing apparel to focus on managing the omnichannel customer experience?

Of course not, they simply recruited a customer care center expert. Initially, they only needed two customer care agents but the number grew exponentially as their business flourished, and they now have 30-plus agents ensuring an empathetic customer care service. The increase in this number shows how important a well-equipped customer care center is! Their 24 hour call center manages their brand image by providing customer service, omnichannel support, and ecommerce support services.

PatPat is flourishing because the work is done in unison—PatPat focuses on and provides the core product while IdeasUnlimited helps add value to PatPat’s value proposition. Indeed, a win-win situation!

Conclusion

In a nutshell, retailers that have not figured out how to build a powerful presence online, have not invested in doing so, and are not planning to do so in the future will be left behind. Online retail is certainly not a fad—it is here to stay. The way to get ahead of the curve is to focus on your core competencies and partner with a specialist support services provider for support systems—let your product shine on a scalable and efficient ecommerce platform!