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6 Truths About Multilingual Customer Service You Need to Know 

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

How to Translate your Website

How to Translate your Website

So you want to translate your website?

With the widespread introduction of easy to use CMS’s like WordPress, it’s never been simpler to create a website. As a by-product of this, it’s never been more competitive, that’s competition for visitors, not just sales.

If you are a business, blogger or creative, you probably created your website with the intention of getting it seen by as many people as possible. After all it’s popularity that brings in the sales, Ad revenue and puts you in front of customers/readers.

One way a lot of people are attempting to increase site traffic is by implementing website translation to broaden their business’s appeal to visitors from other countries…

So should you follow the trend and get your site translated? That depends entirely on what you want to achieve… Read more

6 Reasons Multilingual Content Marketing is More Important than You Think

Are you making the most of your content marketing efforts? If your business serves an international audience and doesn’t have a multilingual content marketing strategy, the answer is probably a big, fat “NO.”

Is your content marketing strategy English-only? Do you (gasp) not have a content marketing strategy at all? Then you definitely aren’t reaching all fo your potential customers as effectively as you could be.

Here are 6 reasons why a multilingual content marketing strategy can help you win customers and influence people around the world.

What is Multilingual Content Marketing?

But first things first. Let’s start with some background. What is multilingual content marketing, anyway?

Copyblogger defines content marketing like so:

“Content marketing means creating and sharing valuable free content to attract and convert prospects into customers, and customers into repeat buyers. The type of content you share is closely related to what you sell; in other words, you’re educating people so that they know, like, and trust you enough to do business with you.”

Multilingual content marketing means doing this in more than one language. It’s more difficult than it sounds, especially as different cultural beliefs and expectations come into play. But it’s worth it. Here’s why: Read more

5 Ways to Give Your Digital Content International Appeal

Image from Pixabay

Over the past 20 years, ecommerce sales have skyrocketed. And this unstoppable growth looks set to continue, with Bigcommerce predicting that worldwide B2C ecommerce revenues will reach $2 trillion in 2015.

The message for businesses is clear – the internet offers brands huge opportunities to reach new markets and increase sales. Read more

5 tips for Website Localisation

Digital Globalisation: 5 Essential Website Localisation Tips

Digital globalisation has dramatically lowered the barriers to entering new markets. But creating a successful multi-lingual site is far more complex than you might think.

Visit the regional versions of the McDonald’s website and the pages you see will have numerous differences – and not just in the language used. Everything from the layout to imagery and symbols will have subtle variations.

There’s good reason for this. McDonald’s, like most successful global brands, understands the importance of tailoring their content to each of their international audiences – a process known as localisation.

Here are five essential tips for a successful localisation strategy. Read more