As our world becomes more and more multi-cultural, it is no wonder that speaking multiple languages becomes the common ground. More than 21 percent of Americans speak a language other than English according to the Census Bureau. Bilingual services can increase satisfaction while expanding business growth in ways that can accelerate business exponentially. The modern and ambitious customer service center needs to see bilingual services as another asset to the service portfolio. Many businesses underestimate the impact of multiple language offerings. Still, language barriers hinder communication, and poor communication can cost you revenue.
1. Break Down Language Barriers
Think about a situation when you needed a question answered or issue resolved. The customer service agent confused you or was difficult to understand. The experience can be cumbersome when there’s a breakdown in communication. This results in a dissatisfying, difficult experience. You certainly don’t want to repeat it.
Many customers feel this frustration every day with companies who don’t speak their language. Meanwhile, businesses miss out on worthwhile customer relationships when they don’t cater to their customer’s needs. Sizeable profits are lost.
2. Create Positive Service Experiences
At the end of the day, people want to be heard. They want to have their concerns addressed and questions answered. Bilingual customer service agents improve how your customers feel about your company and how you communicate in a way that makes them feel comfortable, heard and leaving the call in a positive way.
By responding to customers in their native tongue, these agents cut the confusion and frustrations of poor experiences. And, they improve the likelihood that your customer will leave the experience feeling valued and accommodated.
3. Increase Your Customer Base
Depending on your unique market, demographics, and location, your business could be losing out on important sales opportunities. Bilingual services allow you to tap new pockets of revenue by expanding your customer base. Previously ignored customers will choose your business because you understand them better than the competition.
You can create a culture where non-native English speakers feel welcomed and valued. These new customers will thank you with their loyalty and dollars.
4. Grow Loyalty and Word-of-Mouth
Offering bilingual services can change how people view your business and brand. If new customers feel understood as they address concerns and pose questions, they will share these experiences with friends and family.
When word spreads that you offer something of value to your customer beyond a great product, you’ll find that hard-to-reach clients come your way. They may even talk about their experience on social media, cultivating a widespread, positive impression among their community. Your reputation becomes everything.
5. Boost Your Expansion Opportunities
Not only locally does bilingual services increase your potential customer base. Many businesses face difficulty in creating business relationships with foreign customers. By offering bilingual services, you can increase your reach abroad with a stronger edge. Excellent communication is key to pushing the boundaries of your market.
If you can incorporate bilingual services, you may find yourself reaching customers beyond past limitations. While you’ll improve your local ability to reach new customers, you’ll also ready yourself for global expansion.
6. Help Retain Current Customers
Finally, customers who speak another language often dread customer service experiences. Language barriers and implicit confusion pain them. You can give your current customers assurance that you can address their issues with personal attention.
Soothing this dread and building rapport with these customers will improve how they feel about interacting with your business. Whereas if your service representatives struggle to serve these customers, they compromise experiences and satisfaction rates.
How Ansafone’s Bilingual Services Can Help
Ansafone’s bilingual services make it easy for you to reap these benefits. Imagine better customer retainment, global expansion opportunities, improved loyalty, greater outreach, and a bigger customer base. Bilingual services is a competitive edge. We offer trained and bilingual agents so your business can gain traction with new communities of customers.
Request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings.
