Having Multilingual CX is a Modern Shopping Must-Have. Here’s Why

Gladly Team

Read Time

5 minute read

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One fact of the 21st century is that we now live in a global economy. Small artisans in Morocco are selling their goods to people in NYC with just a click of a button and without ever having to meet one-another. 

As more businesses move online and more of the world continues to become interconnected, the global economy trend isn’t going anywhere, which means it’s going to be important for service teams to offer support in multiple languages.

Even if your company doesn’t necessarily function overseas, there are plenty of regions within the US and other English-speaking countries that host people from all over the world. 

Multilingual customer service will continue to become an expectation, and providing multilingual support can be a competitive edge that helps define your organization moving forward. 

Support in your customer’s language

There’s more than one way to provide multilingual support that will improve the customer experience for non-English speakers and expand your online presence into other markets.

Below are a few ways you can provide robust multilingual support so you don’t isolate any of your customers and optimize your ability to connect with customers from other regions. 

  • Revamping your website – Not only is translating your entire website important, but following up with customers and proactively anticipating their needs is important too. By having agents or at least virtual assistant chatbots that can communicate in multiple languages, you can increase the rate at which your turn leads into customers and follow up with customers to ensure satisfaction. 
  • Multilingual surveys and follow ups – Making a sale in a customer’s native language is no longer sufficient. Support teams should offer assistance throughout every stage of a customer’s buying or inquiry process, extending to post-sale activities such as surveys and follow-ups.
  • Global language selector – Global language selectors allow translations for agents to customers and enable entire knowledge bases to be viewed in a language of their choice. 
  • Localized notifications – Surveys sent via email can pick up on location and translate into the language of that location. Notifications also reference a customer’s profile to know when sending a survey is appropriate. 
  • Multilingual CSAT – Understanding the customer experience and their level of satisfaction after receiving a service or product doesn’t end with English speakers. Providing multilingual Customer Satisfaction Surveys is especially important for global customers because their culture and expectations might be different from the customers you are used to working with. CSAT will be a valuable step in understanding those varying expectations and meeting their needs. 
  • Live translations on chat – Chatbots can determine the language of a customer based on their IP address or by allowing customers to select the language of their choice. With advancements in AI and machine learning, advanced bots can now speak in a human manner in multiple languages, providing a more seamless and sometimes cheaper option than hiring multilingual support representatives. 

The worst thing you can do is attract a customer base from a different region or country and not have the right tools to support their needs. With so many ways to provide multilingual support, there’s really no excuse why organizations can’t cater to the growing needs of a global economy.

Gladly has your multilingual needs covered

Gladly offers seamless, personalized support in multiple languages across multiple channels. 

Gladly allows you to leverage one knowledge base to publish standardized answers across all channels and languages, helping you to streamline agent responses and published FAQs. 

Radically personalize your customer service strategy in any language with Gladly today.