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Mar 15, 2022 9:04:45 AM

How Multilingual Chatbots Help Brands Offer Local Customer Service

Solvemate launches a new multilingual bot management feature for customers looking to expand internationally and offer the ability to manage multiple languages centrally.

 

It’s no secret that we live in a highly interconnected and globalized world. Customers have come to expect access to information at their fingertips, and increasingly search for it in their native languages. The internet today speaks more languages than ever before, and so do customers when speaking to companies. This can be a challenge for brands expanding to new markets and going global. Maintaining the same level of quality, personalized customer service that enabled many brands to expand in the first place becomes an operational nightmare. New markets means new languages, and new languages means a new workforce, with all the logistics and overhead that comes along with setting up shop.

But customers don’t have time to wait on companies to hire and train service professionals. 

In many places around the world, customers speak several languages within a single market, and with the convenience that we’re all used to nowadays, customer expect personalized customer service in their own language even outside their own countries.

Customers Expect Local, Personalized Service with 24/7 Availability

The ability to communicate in a local language is no longer a nice-to-have, but a must for doing business. But offering service in a new language is not enough: customers expect service that’s available at all times of night or day, and personalized to individual needs. For example, recognizing a customer when they’re logged in to a brand’s website, or an easy way to track previous orders and quickly resolve WISMO (“Where is my order?”) type queries. Customers expect service that not only guides and helps them with their issues and concerns pre-sale, but also during and after purchase.

To expand global sales, companies cannot afford to ignore the post-sales experience. According to research, 75% of customers prefer to buy from businesses that speak their native language, and offering post-sales support is a crucial part of that purchase decision.

Ultimately, the ability to address customer concerns in multiple languages has in itself become a prerequisite for expanding to new markets and scaling your business. The winning strategy behind scaling customer service globally is in multilingual chatbots.

Multilingual Bots Reduce Cost and Keep Customers Happy

A multilingual chatbot leads to increased bot usage by enabling self-service, thereby reducing operational burden and overall cost related to setting up a contact center that supports many languages.

Higher self-service rates for customers means a reduction in the amount of direct contact your customer service organization needs to invest. All the while customers can reach a resolution to their issues faster, in their local language, at any time of night or day. 24/7 availability in multiple languages is especially important in those situations where your local language support does not extend beyond office hours.

Monolingual chatbots have already helped many businesses to optimize and personalize the customer experience. Setting up a multilingual bot opens up a whole new world of revenue opportunities for businesses.

Using a multilingual bot will expand your customer base by providing you access to previously untapped segments. It’s a much more ROI-friendly alternative than expanding your call center and excellent for businesses looking to scale.

It also helps you maintain local service quality through a global approach. A single bot can cater to your entire customer base. Higher CSAT, happier customers, scaling business – what’s not to love?

How Does It Work?

Technology that enables the bot to learn from every interaction and recognize human language is now further bolstered by the ability to understand more than one language.

A single Solvemate chatbot can be published on any language version of your customer website or other relevant instance, while centralizing translation management and consolidating all bot interactions within a unified interface.

What Do I Need to Get Started?

We’ve made the experience of adding new languages to your bot as simple as can be. All you have to do is activate a language in the Admin section of the Solvemate application.

All the content that’s already created is then automagically processed, and Solvemate will prepare all the necessary translation work. Using the new Translations interface in the Solvemate application, you can easily translate all of your bot content, including written and voice text.

Launching a multilingual bot or extending an existing one to enable communication in multiple languages is possible within a matter of hours. A single bot with translated content means less maintenance for your customer service team. Launching a single chat widget integration that supports multiple languages reduces your dependency on IT staff.

What are you waiting for? Book a demo now to check it out!

AUTHOR

Patrick is product manager at Solvemate. Although not being a developer himself, he is  fascinated by both code and technology and how they can be used to solve problems. He is well aware of the challenges in customer service these days and he is eager to tackle them machine learning and automation.