When it comes to customer service, is one language enough? More and more often, the answer is “no.” You have to be able to communicate with your customers, even if they don’t speak English. That said, each organisation has unique multilingual customer service needs and capabilities. Here are 6 facts and statistics about multilingual customer service to help you determine how best to serve your global customer base.
Multilingual Customer Service Increases Customer Loyalty and Satisfaction
Did you know that your customers are more likely to come back if you offer customer support in their language? It’s true!
In fact, according to as 2014 report from Common Sense Advisory, 74% of customers would be more likely to purchase from a company that offered post-sales support in their language.
Meanwhile, a 2014 report from ICMI yielded these insights:
- 71.5% of customer service leaders interviewed “said support in a customer’s native language increased their satisfaction with customer support.
- 58.4% said it increased their loyalty to the brand.
Multilingual Customer Service: One Weird Trick to Make Your Customers Trust You
You want your customers to trust you, right? Of course you do. It’s no surprise that people prefer to hand over their hard earned money to organisations that they trust. And they trust people who speak their language and speak it well.
For example, in an interview with EurActiv.com, Martin Hope of the British Council observed that
“companies that learn the language of the countries they do business with will thrive in the future, making it easier to build trust relationships and helping them to understand how people think.”
Meanwhile, in ICMI’s 2014 report on multilingual customer service [PDF], one call center manager observed that “Our callers trust us more and think we are providing more accurate information when we speak to them in their native language.”
And a 2014 report by Whale Path found that thought leaders in various industries called multilingual customer service “a useful tool in establishing trust and leveraging care and activities an aggregate 75% of the time.” Read more