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Multilingual Support Archives - IdeasUnlimited

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!

Preparing for Employees Going on Annual Leave

9 Ways to Prepare Your Business for Employees Going on Holiday Leave

By | Business Improvement, Call Center Support, Employee Management, Time Management, Virtual Assistant Support | No Comments

Last year’s holiday season retail sales in the US alone topped $161 billion and 43% shoppers supported small businesses on Small Business Saturday. With the holiday season coming up, now is the time to plan out a company strategy to ensure you have backup staff handling essential business activities at all times.

Figures for Holiday Season Retail Sales

You don’t have to dread the holiday season when your employees go on leave, when the company’s manpower is down and productivity seems to nosedive. Simply follow our tips that we’ve practiced and improved upon through trial and error over 8 years of operations and you will be well prepared. You can easily handle holiday leave while maintaining a healthy culture and employer brand.

  1. Use a Workforce Management Software

Using a scheduling and staffing software or even a shared Google calendar can make your life infinitely easier. This way you won’t have clashes in scheduling vacations and can plan accurately in advance for holidays. Most workforce management softwares have additional features like communication, task management, and time reporting. Here is our rundown of some effective softwares:

Deputy

With unlimited users, shift swapping, forecasting and QuickBooks integration, Deputy is a mobile platform that can cut your time spent scheduling considerably. It is perfect for small to medium businesses employing shift workers.

When I Work

Offering templates and shortcuts with its mobile and desktop adaptive platform, When I Work is also integrated with some POS and Payroll systems and has a very intuitive user interface (UI).

Quinyx

It allows you to schedule work keeping in mind employee contracts and working time directives. You can also set up an optimal schedule matching the best employee to the most appropriate task and set up a staffing schedule taking expected sales into account.

TrackSmart

Their online time and attendance management software allows for scheduling based on employee availability and job skills. You can even set up recurring schedules. All these are accessible from all devices 24/7. These smarter schedules will ensure you are never understaffed, even for the holiday season.

  1. Be Transparent

Make sure you communicate your holiday leave policy and vacation policy to your employees as soon as they are hired. Is it first come first served? Are there any vacation blackout periods when no vacation requests would be entertained due to an expected rise in traffic or a special project? Will you be encouraging them to take their vacation in the slower periods? Communicating all this in advance will be fairer and more acceptable to your employees. Make sure any vacations are granted judiciously—with employees fully cognizant of the decision-making criteria—after due deliberation and without any favoritism.

  1.  Set a Deadline

Set a deadline by which employees can request holiday leave. Depending on your needs, this can be anywhere from a few days to several weeks before the staff wants to use leave time. This deadline should be far enough in advance for you to ensure that it does not affect a project’s productivity or deadline and you are not understaffed. Also cap the number of employees of each specialization who can take off at the same time.

  1. Get Pertinent Information

When an employee puts in a leave request, request a report on current projects. Ask them how they plan to meet deadlines before they head out the door. Nicolas Gremion told SmallBizTrends that this process “gives me piece of mind that their absence won’t be problematic and they can leave knowing that they’ve tied up any loose ends.”

Get a detailed breakdown of projects they are currently working on, tasks to be performed, access details for pertinent files and accounts, deadlines for current projects, important contact information, and any other information needed by the employees covering the vacationers’ jobs. Create a checklist of these that each vacationing employee can tally against before leaving.

Project Name Deadline Tasks to be Performed Contact Person Contact Information Access Details
Account Password
Project 1
Project 2
Project 3
  1. Delegate Tasks

Then make sure that someone is covering for the missing employee. Sometimes, that requires handing off tasks and projects to a few different people in the office instead of asking one person to do the work of two. Crosstrain employees in preparation for the upcoming holiday season, ensuring that the backup employee is fully conversant with the appropriate project training manual.

  1. Trade-off

Trade-off between your employees. Some employees may have important commitments at other times of the year that they can take time off for and then work during the holiday season. Allow employees with similar job descriptions to trade off their vacations with each other, one picking up the slack when the other is on leave. Stagger your employee vacations so you always have coverage; allow some to work the morning shift, some the afternoon shift, or schedule one set of employees for the first few days of the week and the other for the rest of the weekdays during the holiday season.

  1. Offer Incentives for Working Employees

Give cash bonuses, extra paid leaves redeemable after the holiday season, and other incentives for those willing to work during the most popular vacation periods. This will ensure that you have a productive skeleton staff even during the heart of the holiday season. It will also boost the morale of those who have to work over the holidays when the other employees are on leave and enjoying themselves.

  1. Hire Temporary Support

In some cases, you can even hire a temporary virtual assistant to pick up the slack in an employee’s absence. Especially in the retail industry, business booms in the holiday season and having employees on holiday leave can cause a stress on operations. Hire a qualified virtual assistant to take care of ecommerce sales, provide administrative and operational support, or even act as a virtual receptionist service during the holidays.

You can even hire a temporary call center operator or a customer service center to handle customer service, field incoming calls, generate leads, and make telemarketing calls to take advantage of the boost in sales in the holiday season.

Having part-time staff as backup all year round is always a sound decision, so they can come in if you have any shortages and during the holiday season when most employees are on leave.

  1. Prep for the Manager’s Leave

What if the manager is the one going on leave? We suggest that you let your employees know far enough in advance so they can prepare. Make the manager’s calendar public so that the staff will know when he or she will be back. Ask the manager to train the second-in-command to pick up the slack. The administrative support staff must also be familiarized with how to handle certain tasks while the manager is out of the office, such as where to direct calls and how to respond to requests. Then, consider having a protocol for an emergency, so employees can determine when to call the manager while he or she is on leave.

With these tactics, you can ensure that handling the holiday season won’t be such a hassle. Let us know down below what some best practices are that you have seen or used for handling employee leave during the holiday season.

Real Estate Virtual Assistant: Do You Need One?

Real Estate Virtual Assistant: Do You Need One?

By | Business Improvement, Entrepreneurship, Real Estate Virtual Assistant, Remote Support Services, Virtual Assistant Support | No Comments

Real estate is a demanding industry. This makes it extremely valuable for realtors like you to stay ahead of the curve. It also explains why running a real estate practice or agency is time-consuming. The introduction of new technologies that support virtual assistants has made it easier for realtors to focus their efforts on enhancing the core competencies that come with running a real estate agency. Support services ancillary to core business activities such as paperwork have been delegated to real estate virtual assistants. These assistants provide the tools needed to fuel your success, whether you are a solo agent or own your own real estate or brokerage firm. The following are some reasons to consider the services of a virtual assistant:

Cost-Effective

Real estate agents live a fast-paced, busy life. They spend many hours going through emails and phone messages. They then need to organize the day’s events and transactions. You could avoid all this by getting an assistant. This will help but it is not a cost-efficient solution. Get yourself a real estate virtual assistant who will handle all these tasks at a cheaper price than what you would spend to maintain an in-house employee. You also save on expenses such as getting insurance and pension plans for in-house assistants.

Increase the Level of Productivity

A real estate virtual assistant’s primary function is to handle your day-to-day schedule and organize your emails and messages. When you hire an in-house assistant you will have to give them vacation days or sick leave. Rather than lose all this valuable time and resources, get yourself a virtual assistant who is available 24 hours a day, seven days a week.

Increase Sales Conversion

When it comes to the real estate industry, lead generation is as important as making a sale. When you get yourself an experienced real estate virtual assistant, they can help you make calls and follow-ups with prospective clients through both online and traditional methods.

Omnichannel Support

All client engagement touchpoints you require—inbound and outbound calls, email, live chat, mobile SMS/text, and social media—will be covered by the real estate virtual assistant to improve the client experience and ensure there are no missed opportunities. A virtual assistant can cover your busy hours or take up the slack of your office staff. A remote workforce also allows you to choose from a much larger, more talented pool of applicants than candidates available for in-house work.

Multilingual Support

Firms and agents in the real estate industry face language barriers in dealing with tenants, owners, vendors, and clients. Get an edge over competitors by hiring a multilingual virtual assistant as the need arises and communicate with your client base and vendors in their native languages. The virtual assistant can also provide administrative and backend support for those particular projects.

These reasons clearly highlight why you should get yourself a real estate virtual assistant…click here to hire yours today!