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Failing at Multilingual Customer Service? Everything you need to know

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Failing at Multilingual Customer Service? Everything you need to know

Nowadays, as our world gets more connected, there's a huge need for customer support agents who can communicate in multiple languages. Why? Because companies are spreading their wings across different countries increasing the amount of competition worldwide. To surpass all this competition they need to find loyal and supportive customers and need to go out of their way to reach these… in their native language. This makes a big difference, especially in businesses like travel, hotels, tech, and software, where a personal approach can make all the difference.

Benefits of Multilingual Support

Better Customer Communication

Helping customers in their native language isn't just about getting points across better. It also makes the whole communication flow smoother. 

When clients can communicate in a language they are most comfortable with, it results in more effective conversations. This approach not only helps clients feel heard and understood but also establishes a stronger connection between them and your native-speaking team members.

Boosting Customer Loyalty

It turns out, that speaking your customers' language does more than just help with talking; it actually makes them want to stick around. Did you know that 75% of people are more loyal to businesses that offer support in their own language? 

Moreover, not having this multilingual support can lead to higher costs for your business, as highlighted by Intercom's research, showing that 29% of businesses experienced client loss due to a lack of multilingual assistance.

Customer service- competitive market

Standing Out in Saturated Markets

In today's competitive landscape, it's super important to make your mark. Offering support in different languages isn't just about reaching more people; it's about showing you're a business that really cares about including everyone. This distinction becomes especially valuable in saturated markets, allowing you to attract specific customer groups. The ability to connect with customers in their language builds a stronger emotional connection, providing a unique selling proposition.

Better Product Understanding and Use

Going global is exciting, but it's not without its bumps. To cater to a diverse customer base, it's essential to address language barriers. Localization of product guides and information not only minimizes customer service tickets but also ensures that global clients receive clear and accurate instructions. Whether it's through FAQs in different languages, voice support, or social media teams who can chat in various languages, companies can really up their game in how well people understand and use their products, wherever they are. This proactive approach minimizes potential issues and reinforces customer satisfaction.

Shortage of Multilingual Customer Service Agents

Here's the thing: we know there's a growing demand for multilingual customer service pros. But, guess what? It's not easy finding enough people who are up to the task, especially those who can speak like a native. Why native speakers? The preference for native speakers is rooted in their deeper understanding of language nuances, cultural customs, and the ability to bond with customers.

Need help finding customer service agents?

Blu Selection specialises in recruiting multilingual customer support agents and can help you build up your team!

Get to know us!

Insufficient Training Options Result in a Limited Pool of Candidates: 

Finding the right customer support candidates can be pretty tough, mainly because there aren't enough language training options out there. Most of these jobs need you to be almost as good as a native speaker. But, here's the thing – not everyone gets the chance to learn languages that well. This lack of education means there are fewer qualified people to choose from in a job market that's already super competitive. For businesses, this is a real headache. They struggle to find employees who can chat with customers in their language. This can lead to unsatisfied customers, companies spending more on hiring and training, and even missing out on some great business deals, all because they can't offer the top-notch customer support they want to.

High Demand

As the world's economy keeps booming, everyone's scrambling to find customer service pros who can speak multiple languages. It's like a bidding war for the best of the best, and lots of companies are finding it tough to stay in the game. The shortage of these multilingual talents is only going to get more intense as more businesses join the trend. The smart move for companies? Focus on not just attracting but also keeping these talented folks around. If you don't, you risk falling behind in this super-competitive market.

Challenges in Retaining Multilingual Customer Support Agents

Let's face it, being in customer support is not an easy job. It's all about juggling fast-paced work, handling tricky customers, and the pressure. This mix often leads to burnout and dissatisfaction among customer care agents. It's no surprise that the customer service world has some of the highest turnover rates, with findings from Customer Experience Magazine indicating it can be as high as 30-45%.

Strategies to Overcome Multilingual Customer Support Challenges

How to overcome the shortage? Don’t let go of your valued multilingual talents! Try to retain your customer support agents. Here are some strategies and tips that might help you move ahead.

Boost the Language Skills

Give your customer support team a boost with language education and training. This gives your agents the chance to learn and grow within their field and feel more confident in their work. A motivated and self-confident customer service agent automatically increases customer happiness as well leading to stronger customer loyalty. 

Open Doors for Career Growth 

Think about offering career progression chances for your customer support crew, like becoming team leaders or project managers. It's a win-win: your agents get more motivated and committed. This can seriously reduce that 40% turnover rate

Focus on Employee Happiness 

If you haven’t noticed yet, keeping your team happy is key to success. Their happiness means customer happiness means your happiness. Create a supportive work environment in a stressful atmosphere. Try to work against the industry stereotype of burnout, high turnover, and bad working conditions. In the modern world, a great company culture is key to attracting good talent. 

Provide Additional Resources and Support 

Giving your customer support agents more tools and support can be a game changer for your business. It's not just about making them more confident when talking to customers (which, by the way, customers totally love). It's also about making their job a bit easier and preventing burnout. When boosting their communication skills and supporting your agents, you're creating a work environment that's all about inclusivity, celebrating diversity, and bringing positive energy to the team. Trust us, it makes a world of difference

Multilingual Customer Service. Yes or Yes?

Get why multilingual support is a big deal? Companies can get ahead of the game by taking proactive steps to implement effective strategies. Multilingual support involves providing customer assistance in multiple languages and breaking down language barriers for a smooth customer experience. But finding skilled multilingual staff is tough, and it's a real headache for businesses trying to offer exceptional service. So don’t forget to invest in retaining your customer service team and boosting their happiness at work.

Need help finding customer service agents?

Blu Selection specialises in recruiting multilingual customer support agents and can help you build up your team!

Get to know us!