Importance of Speaking in Customer’s Language In Customer Service

Wondering how to serve your customer base beyond your geographical border? While expanding into new markets, how can your business offer excellent service to customers across the world?

If targeting clients are from other countries seems formidable, there is a straightforward step you can start with: translate.

The general practice is speaking with clients in their language. This is not just a figure of speech; it refers to the actual language like German, Spanish or French.

In spite of being best BPO service provider, if you undertake your customer to speak in your language to avoid the translation step, you are probably wrong. The fact is that there is a solid connection between in-language content and consumer satisfaction for making a purchase.

Language plays a vital role in determining consumer purchasing behavior and can play a huge role in improving customer satisfaction, according to a recent survey of e-consumers from several countries.

As Per the Survey, it is Found that:

• 72.1% of consumers tend to spend most of their time on websites written in their language.
• 72.4% of consumers said they would be more likely to purchase a product with information in the language easily accessible to them.
• In 56.2% of cases, the ability to get information in their native language is more important than price.

 

Regardless of your industry; if your customer service fails to speak your customers' language, you will likely encounter much dissatisfaction.

This study shows that even though many Europeans speak several languages, they still strongly prefer to purchase in their native languages.

Getting a global customer base isn't the only thing companies need to do, but translation is undoubtedly the fastest, easiest, and most overlooked. Most people assume that buying translation is much more complicated than it is. There are innumerable translation companies and thousands of freelancers that contribute high amount of US billion dollar to this industry so that you can outsource a project in no time.

Here are five reasons why ensuring customer service in the native language of your clients is paramount.

1.   Increase the Sales for BPO Service Provider

It's not confidential that people, about 75% of consumers, to be precise and are more likely to purchase from a brand if their website and product information are available in their native language.

2.     Get Access to a Broader Market with BPO

English is thought to be a widely-spoken language throughout the world, which is something you would think. Almost 90% of consumers will not even consider buying from an English website if they do not speak English or read it.

As a result, how do you reach out to those cross-border markets and interest those potential customers? No surprise here – you have to speak their language.

3.     Construct Brand Loyalty and Consumer Trust

Building brand loyalty and customer trust are crucial for speaking to someone in a language that is effortlessly accessible; it establishes trust, which is essential at all stages of the purchasing cycle, including customer support.

When you offer multilingual customer support, it also increases brand loyalty – because the customers know that there will be someone to understand them and their needs.

4.     Avoid Miscommunication

In most cases, after you reach out to your customer, you might experience difficulty. Either something with the product or service is not working the way we want it to, or we're uncertain how to induce the wished result. In both cases, we're in a state of instability. In that state of intellect, it's clear to get to be disturbed when things do not go our way, and that's where miscommunication, irate emails, and hollering through the phone more often than not, happens.

 

5.     Gain a Competitive Advantage - Business Process Outsourcing

Grappling with a language can be highly uncomfortable. It can set up an emotional barrier between your company and your potential clients.

Conclusion

The world markets are becoming more and more variegated. That escalates the need to understand your customers’ aesthetic background and communicate with them as seamlessly as possible. This includes speaking your customers’ language.

After all, effortless customer experience is no less important than having a neat website or appealing product design. In the end, it might just be the final straw that makes people choose your brand instead of your competitors.

These days, business pioneers ought to consider that the translation market grew all through the recession. That’s barely a coincidence. Innovative companies know that putting all your eggs in one basket is terrible for business. So is putting all of your marketing content in fair one language.

Hence, if you want to stand out from the crowd and guarantee multilingual service, it is the high time to commence.

Frequently Asked Questions

#1. what are the most used language in customer care services?

Ans- Top 5 customer service languages every brand needs

• English (339 million native speakers)

• Mandarin (897 million native speakers)

• Spanish (427 million native speakers)

• Arabic (290 million native speakers)

• French (77 million native speakers)

#2. Customer’s “Black Box”?

Ans- Learning to “speak” your customer’s language can be challenging. Conventional sales training textbooks refer to the customer’s internal conversation as “the black box.” They call it a black box because it’s a mystery to salespeople. Salespeople can’t hear those “gears” turning inside their customers’ heads.

This black box is also known as the customer’s decision process. It’s the most significant factor for determining if salespeople will win or lose a sale. Just because you can’t hear this conversation doesn’t mean it should be ignored.

#3. How to Help Customers Gain "Self-Clarity?”

Ans- It should be the biggest concern to help customers gain "self-clarity." A customer who's clear about what they need will be better positioned to understand how your product will meet that need. You can support this process without having to know what that need is.

Often a customer's need involves a feeling. You can't know your customer's surface precisely, but you can still influence by assisting them to get in touch with their sentiments. Just because the customer's black box isn't known doesn't mean you can't affect it.

#4. What are the steps to influence customers' decisions?

Ans- In standard practice, there are three steps to affect your customer decision making. such as-

• Value the Customer's Decision Process- You want customers to buy for their purposes rather than for reasons you suggest. Aims to believe that are customer-derived are more sustainable than those shown by salespeople. Consumers value salespeople who show a genuine interest and respect for their way of thinking.

• Be a Learner, not a Teacher- This entails learning about the customer's beliefs, values, objectives, challenges, priorities, etc. The best way to achieve this is to ask good questions. Good observation also requires you to reduce distractions.

• React to What You Observe- Salespeople need to be flexible. To meet the unique needs of your customers, you have to get out of your comfort zone and let go of pre-rehearsed responses. Training programs are not nuanced enough to teach all the reactions needed to adapt to each customer's unique language.

#5. How to Get Access to a Broader Market with BPO?

Ans- English is thought to be a widely-spoken language throughout the world, which is something you would think. Almost 90% of consumers will not even consider buying from an English website if they do not speak English or read it.

As a result, how do you reach out to those cross-border markets and interest those potential customers? No surprise here – you have to speak their language.