Talking the Lingo: Why You must Go Local for Global Success
Selling high output is a fragile equilibrium between art and science.
While it is true that both of these play a major role in the process of sales, this binary view neglects the significance of another central element: PSYCHOLOGY.
More precisely, we are talking about language-related psychology and how we interpret and internalize separate choices of words. Salespeople may use the power of language to engage prospects in innovative ways and forge lifelong relationships with consumers when a single sales conversation or interaction consists of thousands of words.
So, let’s break down the recipe for effectively voicing local language for a global success.
Okay, but why do I need to offer a multilingual customer contact center?
Here are 4 reasons, why the importance of maintaining customer service in your clients’ native language is paramount.
You’ll INCREASE SALES
It is not a mystery that if your website and product information is available in their native language, consumers are more likely to buy from a brand — 75% of customers, to be precise.
GET ACCESS TO A WIDER MARKET
In fact, if they don’t speak and can’t read English, nearly 90 percent of consumers won’t even consider buying from an English website.
So, how do you tap into the cross-border business pool and get your goods or services to interest the foreign audience? No surprise, you’ve got to speak their language here.
CREATE BRAND LOYALTY AND TRUST OF CONSUMERS
They will most likely inform their friends and family if customers believe they will be easily heard which involves getting their questions answered and complaints properly addressed. On social media, they will also share their experience and potentially become loyal customers.
GAIN A COMPETITIVE ADVANTAGE
And this is verified by the figures. Due to the outstanding customer service they receive from a business, many customers (66 percent in reality) will pay more for a product. And multilingual assistance is part of that excellent service.
“Data shows that 70% of purchasing interactions are focused on how the consumer believes they are managed, and 89% of customers avoid buying from a company due to bad customer service.”
Okay, but how can I offer a multilingual contact center?
So now we have seen some of the advantages of giving your customers a position where they can address your offer in their own language. Let’s take a look at some ways to deliver it below.
Online Translation Tools
Online translation applications function as a bolt-on to standard translation sites like voice talent, which allow contact centers to translate forum posts, live chats, emails, website posts and, all other forms of written content automatically.
Informal Language Support
To help provide ad hoc assistance in this process, providers call on non-customer care colleagues who are native speakers to assist.
Contact Centers In-Country
In each country in which the organization operates, this organizational model includes setting up contact centers so that consumers can talk to a native-speaking counselor.
Over-the-Phone Interpretation or OPI
Using OPI is helpful to the cost constraints, provided that you do not have to arrange training into new procedures and working new systems for any additional advisors, etc. Their job would merely entail interpreting the agent’s language.
BPO Outsourcing
This approach requires contacting a third party service provider with the processes, responsibilities and all responsibility. In several back-office positions, such as finance, accounting, and human resources, this service is usually used.
RECENT TRENDS
As the world is continually evolving, the brands must adapt to new culture and languages. Let’s look at some recent developments in big, developed organizations that are taking place.
Now, why is this important?
It’s important to stay up to date on what customers are searching for at all times. This will help make your brand in the public eye more appealing, boost your popularity, and increase its intensity.
Opening up your own Multilingual Contact Center
Now, it’s time for you to come up with these ideas!
Be sure to follow what you’ve just read, whether you’re an existing organization looking to expand or revitalize your business, or someone who is trying to communicate their business for the first time.
Let me know in the comments section below if you need more tips or some form of advice!
The voice talent Online scholarship program influenced the subject of this post.
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