Garnering Multilingual Support to Scale Customer Experiences

Call Center French and Arabic Speaking

For any consumer-facing online business like yours which has international presence, the client can come from anywhere. They are not limited by geography, demography, or the time zone. However, more often than not language acts as the differentiating factor between a mediocre customer experience of your brand, and a great one. If your client doesn’t get to hear responses in their native language by your customer care service representatives, it is really leaving a dent on your topline.

Have you ever wondered as to why this is so?

Let’s us deep dive into understanding the essence of a Multilingual Call Center supporting your brand and what can it do for ensuring your business success.

For someone like you who aspires to run such a successful international operation, it is important to take a look into some numbers to truly comprehend the impact of Multilingual Call Centers. Here is a gist of various survey reports around the impact of Multilingual Call Centers on various aspects of business.

Software-as-a-Service customers tend to be more loyal to a brand that provides customer care in their mother tongue. Offering multilingual support not only increases customer engagement but also have a significant impact on sales churn volumes. Nearly 30 percent of SaaS companies globally have reported a net loss of customers due to their inability to provide customer support in multiple languages.

Nearly 70 percent of end users have displayed more loyalty towards SaaS brands that provide Multilingual Call Center Support. 68 percent of the customers have shown inclination towards switching off from a brand that doesn’t support them in the requisite category.

There has been a very important revelation advocating the usage of Multilingual Call Centers. Sometime your product or service may have inherent weaknesses vis-à-vis market competition. Positioning it properly may have its own set of practical challenges. But data suggests that if you complete such a weak product with customer care support from a Multilingual Call Center, 65 percent of customers are more likely to tolerate with the problem and be sympathetic towards your pitch. 58 percent have suggested that they would be willing to be more patient and wait longer for your replies, if your representative is speaking to them in their mother tongue.

Multilingual Call Centers

Around the globe only a select few brands are known to provide Multilingual Call Center support, but the opportunity size is huge and cannot be ignored by any modern-age enterprise. The same survey data reveals that although nearly 90 percent of brands customer support in more than one language, only 28 percent of end users say that they actually get the support offered in their mother tongue. Hence there is a huge gap between perception and the support offered. 35 percent of end users mandated towards switching of brands in case they get support in their native language.

Let us take the examples of few geographies to drive home the point. Over the past decades Germany has been continuously opening up its borders for international trade. Amidst the pandemic, this economic powerhouse posted record-high B2C purchases. With over 63 million online customers, Germany has the largest e-commerce market size in European Union. Age is also not a bar when it comes to German consumers. Almost all of its 82 million inhabitant, even those who are aged 60 and above have tried out online e-commerce. 4 out of 10 German customers order online more than once a week.

Germans are known to be the most challenging customers of any consumer facing Internet Company. They not only expect quality services and products but also fast and responsive German Call Centers to support the sales cycle. On top of all this, Germans are very price conscious when it comes to investing both time and money. A German Call Center which expedites the process flow and gives confidence to the customer of being trustworthy, since the voice on other end of the phone/live is addressing them in their native language is the way to go.

When it comes to France, the French customers are no different than their German Counterparts. The French e-commerce industry has been booming on the back of robust GDP growth witnessed by the country in the post pandemic phase. French is a global language which is spoken in 29 different countries with 274 million users. It is the fourth most widely used language on the internet. French consumers are usually quite well off and their tastes are marked by luxury and quality of the product they consume. A French Call Center goes quite a distance in making a mark for your brand as far as these two dimensions are concerned. When a customer who is more comfortable with French, gets to hear a reassuring voice from a French Call Center representing your brand, the engagement goes up multifold.

The Arabic speaking countries have different set of dynamics woven around use of their mother tongue in any trade related talks. If an Arabic Call Center representing your brand has native speakers from Countries like Saudi Arab, Qatar, Jordan, Kuwait, Egypt, Yemen, Bahrain et.al. You create a distinct advantage for yourself. An Arabic Call Center is the bridge that brings these pious and deeply religious customer to you and enhance their confidence level in your offering.

These French and Arabic speaking Call Centers or Customer Service Outsourcing in German is what your brand need to ride the increasing tail winds and sail to newer horizons of success.