Embed Size (px)
DESCRIPTION
Citation preview
Knock Down Language BarriersGLOBAL OR LOCAL, EACH CUSTOMER IS VALUABLE, AND SHOULD
BE TREATED (AND TALKED TO) AS SUCH.
Customer Experience is extremely important…
…No matter what channel your customers are using.
IMAGE SOURCE: SURVIVING THE OMNICHANNEL WORLD
….No matter where your customers are located.
IMAGE SOURCE: GLOBAL MARKET, GLOBAL CUSTOMERS
…No matter what language they speak/read/write.
IMAGE SOURCE: ESCONDIDO PUBLIC LIBRARY
“Customers today are more diverse than ever and their support expectations are at an all-time high. It’s nearly impossible for an organization to meet those expectations if their customer service agents are unable to understand and relate to a large segment of their customer base.”
- JIM TIERNEY, LOYALTY 360
Let’s focus on the online world…
Common Sense Advisory Survey Says…
72.1% of consumers spend most or all of their time on websites in their own language.
72.4% of consumers said they would be more likely to buy a product with information in their own language.
56.2% of consumers said that the ability to obtain information in their own language is more important than price.
Meanwhile in Europe…
Nine out of 10 Internet users said that, when given a choice of languages, they always visited a website in their own language.
Nearly one in five Europeans (19%) said they never browse in a language other than their own.
42% said they never purchase products and services in other languages.
Source: User Language Preferences Online
Put yourself in your customers
shoes
and you’ll build a relationship.
Speak your customer’s language
and you’ll gain their trust!
“”
Your customer doesn’t care how much you know until they know how much you care.
- DAMON RICHARDS
ICMI research with executives, directors and managers from
every major industry across the U.S. and abroad, found…
Over half realize that offering support in a customer's native language is a competitive differentiator
72% said support in a customer's native language increased their satisfaction with customer support, while 58% said it increased loyalty to the brand
58% said their internal agent productivity and efficiency improved once they partnered with a language interpretation service
Over 70% said their multilingual customers were positively impacted by having language interpretation services
It’s not just about the overall experience, it’s about the service too.
You can’t resolve a complaint, if you don’t understand the language the complaint was given in.
You might be thinking, “But we’re not a global company.”
“Most people don’t realize that there are over 300 languages frequently spoken within the United States!”
- SARAH STEALEY REED, ICMI
You may not be global, but the U.S. is one big melting pot, and your local customers
might have a global background.
“Organizations with a high degree of multilingualism – not to mention, an understanding and respect for other cultures – will commit fewer mistakes and increase efficiency, productivity, and quality.”
REDUCING THE IMPACT OF LANGUAGE BARRIERS - FORBES LANGUAGE STUDY
A global service framework enables organizations to:
Deliver a consistent brand of service and support across geographies
Standardize service processes for increased efficiency
Increase collaboration and best practice sharing between various geographies
Take advantage of shared services across multiple geographies thereby removing redundancies but also offering economies of scale
SOURCE: Meeting Service Expectations Globally
IMAGE SOURCE: OPERATIONAL EXCELLENCE GOES GLOBAL
In other words – Companies need to get on board with
multilingual capabilities.
How?
We have a couple solutions…
Add-ins to the Oracle RightNow and Salesforce CRM platforms
Talk to your customers by
automating human and machine
translation processes for both your FAQ and
Help Desk email content. Click on the icon for
more informationClick on the icon for more information
Always remember…
“”
Although your customers won't love you if you give bad service, your competitors will.
- KATE ZABRISKIE
Speaking of competitors – do they have global or multilingual capabilities and services?
Thank you!
(781) 990-1282
@languageio@linguistnow
https://www.linkedin.com/company/language-i-o
