6. “Customers today are more diverse
than ever and their support
expectations are at an all-time high.
It’s nearly impossible for an
organization to meet those
expectations if their customer service
agents are unable to understand and
relate to a large segment of their
customer base.”
-
JIM TIERNEY, LOYALTY 360
8. Common Sense Advisory Survey
Says…
72.1%
of consumers spend most or all of their
time on websites in their own language.
72.4%
of consumers said they would be more
likely to buy a product with information in their
own language.
56.2%
of consumers said that the ability to
obtain information in their own language is
more important than price.
9. Meanwhile in Europe…
Nine
out of 10 Internet users said that, when
given a choice of languages, they always visited
a website in their own language.
Nearly
one in five Europeans (19%) said
they never browse in a language other than
their own.
42%
said they never purchase products and
services in other languages.
Source: User Language Preferences Online
14. “
Your customer doesn’t care
how much you know until they
know how much you care.
- DAMON RICHARDS
”
15. ICMI research with executives,
directors and managers from every
major industry across the U.S. and
abroad, found…
16.
Over half realize that offering support in a customer's
native language is a competitive differentiator
72% said support in a customer's native language
increased their satisfaction with customer support,
while 58% said it increased loyalty to the brand
58% said their internal agent productivity and
efficiency improved once they partnered with a
language interpretation service
Over 70% said their multilingual customers were
positively impacted by having language
interpretation services
17. It’s not just about the
overall experience, it’s
about the service too.
19. You can’t resolve a
complaint, if you don’t
understand the language
the complaint was given
in.
20. You might be thinking,
“But we’re not a global
company.”
21. “Most people don’t realize that
there are over 300 languages
frequently spoken within the
United States!”
-
SARAH STEALEY REED, ICMI
22. You may not be global, but the
U.S. is one big melting pot, and
your local customers might
have a global background.
23. “Organizations with a high degree of
multilingualism – not to mention, an
understanding and respect for other
cultures – will commit fewer mistakes and
increase efficiency, productivity, and
quality.”
REDUCING THE IMPACT OF LANGUAGE BARRIERS - FORBES LANGUAGE STUDY
24. A global service framework enables
organizations to:
Deliver a consistent brand of service and
support across geographies
Standardize service processes for increased
efficiency
Increase collaboration and best practice
sharing between various geographies
Take advantage of shared services across
multiple geographies thereby removing
redundancies but also offering economies
of scale
SOURCE: Meeting Service Expectations Globally
IMAGE SOURCE:
OPERATIONAL EXCELLENCE GOES GLOBAL
25. In other words – Companies
need to get on board with
multilingual capabilities.
28. Add-ins to the Oracle RightNow and
Salesforce CRM platforms
Talk to your customers
by automating human
and machine
translation processes
for both your FAQ and
Help Desk email
content.
Click on the icon for
more information
Click on the icon for
more information
30. “
Although your customers won't
love you if you give bad
service, your competitors will.
- KATE ZABRISKIE
”
Speaking of competitors – do they have global or multilingual capabilities and services?