Implementing a global customer support plan can benefit your business in more ways than one. Learn different solutions to enable your customer support teams to effectively provide solutions for global customers.

1. Globalizing Your Customer SupportGlobalizing Your Customer
Support

2. The Correlation Between
Customer Support &
Customer Retention.

3. The Impact of Customer Support
Customer support plays a key role in increasing and maintaining customer
retention.
Two factors are key in customer retention:
1. A great product
2. Excellent customer service
Customers are willing to pay more for a better customer
support experience
• 68% of customers are willing to pay 20% more for better
service (2006 national complaints culture survey)

4. Customer Retention’s Advantages
1. Cost Efficiency
• Retaining a customer is 5x less than the
price of acquiring a new one (Lee
Resources Inc.)
2. Scalable Source of Revenue
• Increasing customer retention rates by
5% has the ability to increase profits
anywhere from 25% to 95% (Bain & Co.)
• On average, 80% of a company’s future
earnings will come from 20% of their
current customer base (Gartner co.)
Learn More About
Support’s Impact on
Customer Retention

5. Adapting Your Customer
Support to a Global
Economy.

6. Business Considerations in a Global Economy
1. Businesses need
to cater to global
customers to stay
competitive
2. Not catering to your
customer’s native
language places them
at a lower priority
82% of internet users
can’t read more than
half (52%) of what’s
on the web due to
limitations in available
translations
3. Language is a bigger
influencer for purchase
than low pricing
Post purchase
support in a
customer’s language
increases their
chances of becoming
a recurring customer
by 74%
(TechCrunch, Hans Tung) (Ancesys.com) (CSA)
By the end of the
decade, 4 billion
smartphones will be
in use. 1 billion
users: located in
China, 600 million
users: located in the
U.S & Europe

7. Multilingual
customer
support? Here
are the options.

8. Advantages Disadvantages
• Cost efficient
• Instant results
• Quick
• Easily
accessible
• Compromised quality
and accuracy
• Awkward phrasing and
syntax
• Low accuracy
• Increased customer
frustration and
miscommunication
Machine Translation

9. Human Translations
•Higher quality
•Takes into account
customer dialect
•Recipient of multiple edits
and quality assurance
•Reduced
miscommunication
•Increased CSAT scores
Advantages “Research found 72%
said support in a
customer’s native
language increased
their satisfaction with
customer support, and
58% said it increased
loyalty to the brand”
(ICMI)

10. Translation Integrations
What’s a Translation
Integration?
Apps that integrate a
brand’s translation
services into major
helpdesk platforms:
Think of your HelpScout,
Freshdesk, Zendesk, or
Service Cloud account
with translation
capabilities built in.
Advantages
1. Consistency
• With some providers, the ability to specify translators can result
in high quality, reliable translations
2. Cost Efficient
• Several translation integrations provide free MT
3. Convenience
• Place human translation orders without leaving helpdesk account
• Agents can skip copy and pasting text between different browsers
4. Increase agent efficiency
• Accelerate multilingual agent bandwidth
• Multiply the number of tickets agents can effectively solve
See Available Integrations

11. The Impact of Translation Quality
in Multilingual Support.

12. Quality and Translation Effectiveness
• Convey appropriate brand tone over digital
communication channels:
• Social media
• Email
• 68% of customers are willing to pay
more (20%) if it means receiving better
customer support (2006 national complaints culture
survey)
• Increase customer CSAT scores by:
• Reducing miscommunication and frustration
• Increasing satisfaction
High Quality Translations

13. Customer Support Tone
• Tone accounts for 38% of communication (Albert
Mehrabian)
• 65% of customers prefer brands with an “informal”
tone (Zendesk)
• 68% of customers prefer a “formal” tone when
being denied a request (Zendesk)
• Translators can ensure tone isn’t lost in translation
Translators allow brands to
specify language nuances such as:
• Tone
• Topic
• Level of formality
• Gender of speaker or audience
Learn More About Tone
Maintaining Brand
Consistency

14. How long does it take to give your customer support
team fluency in more than 96 language pairings?
Minutes.
Learn More Here
Translation technology, simplified for support teams.
Sales@translate.com |(312)818-2403