Technology has enabled more global interconnectedness than ever. For businesses, this connectivity empowers expanded reach, which can help boost revenue and profitability. But successfully serving a worldwide customer base comes with unique challenges. One challenge is the need to provide seamless customer support in the languages your callers natively speak and prefer. Multilingual call answering services are the ideal solution for creating exceptional experiences for your customers, regardless of where they live.
The human voice is one of your most powerful business tools for creating connections with your audience and boosting customer satisfaction. Language differences can make that connection more challenging and impact the overall customer experience.
Bilingual team members help break down language barriers so communication becomes simpler, clearer and more engaging. Plus, bridging the gap with multilingual support produces measurable results for businesses. Research shows that 29% of customers leave companies without bilingual services, while 70% remain loyal to organizations that offer this support.
Improving communication with customers also directly influences revenue. A survey of over 8,000 consumers in 29 countries found that 74% of participants will become repeat customers of companies that offer post-sale support in their native language. It can cost five times more to acquire a new customer than to retain an existing one. Plus, existing customers spend an average of 31% more on their purchases than new ones. All these statistics amount to the potential for a healthier bottom line by breaking down language barriers.
Businesses that invest in multilingual call centers improve their growth potential by opening the door to expansion into new markets. International consumers overwhelmingly prefer to work with companies that provide their offerings and support in the customers’ native language. A recent survey reported that 93% of participants said brands that want to go global need to speak the dominant language of the demographic they’re trying to attract.
With bilingual call agents ready to serve worldwide customers in different languages, you can more easily reach those new audiences. That extra reach directly translates into more sales as new buyers become familiar with your offerings and their trust grows in your organization as a whole.
Multilingual support agents create a distinct competitive advantage for companies. Research indicates that 82% of businesses don’t offer bilingual customer service. These organizations may find it more challenging to build connections with global consumers or successfully advance into new markets.
Conversely, companies that invest in this strategy naturally attract the 40% of consumers looking exclusively for bilingual support. Offering it demonstrates a commitment to serving a diverse customer base. Your buyers or clients also feel better understood, which resonates with global audiences and helps improve your brand image.
When you take your business beyond the country’s borders, you also broaden the need for support availability in more time zones. Questions and challenges can arise for global customers at any time. Who will be at your East Coast location to answer the call when a customer in Spain needs support, and there’s a six-hour time difference? Around-the-clock accessibility to service agents becomes crucial as you expand, with 75% of consumers expecting businesses to offer it.
A multilingual, around-the-clock team ensures you have a solution for callers in a language they understand. This approach also reinforces how much you value being accessible to your buyers and showcases your dedication to creating exceptional experiences. Both directly contribute to higher customer satisfaction and generate continued loyalty.
Consumers are looking for more than just a product or service when they decide which companies they want to transact with. Customers want to work with businesses that understand them and their values. Offering multilingual customer service is an excellent way to position your brand as culturally aware and inclusive to align with those values.
Bilingual service agents also enhance your professional brand image and foster customer trust by tailoring the experience to each caller’s needs. A recent study found that 81% of customers prefer businesses that offer more personalized interactions, and 87% trust brands more if they get an excellent service experience. Speaking a customer’s native or preferred language is the ideal way to support effective communication in order to achieve these goals and earn trust.
Multilingual call answering can also contribute to healthier efficiency metrics for contact centers. The improvement in communication directly leads to a boost in key performance indicators like:
Multilingual communication over the phone helps businesses thrive and grow by improving communication, global reach, availability and satisfaction. Leverage the benefits of 100% bilingual call answering services from AnswerHero™. Our bilingual Spanish and English agents work as an extension of your team to ensure you answer every call, every time. We offer scalability with flexible plans and pricing to meet your needs, all without any contracts, so you can adjust to meet demands.
Get started today or contact us for help customizing the best solution for your needs.
Never miss an important call again with AnswerHero. Our team of professionals will answer calls 24/7/365 based on the information you provide about your business. We handle basic processes like taking messages and routing calls, but we can also make appointments and provide translation services. See the difference AnswerHero makes — choose your plan or contact us today.
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