Wondering if hiring multilingual call center services is the right move for your business? Read on to learn of the potential benefits of working with one
Whether you run a small business or an enterprise-level organization, office administration is a crucial yet often overlooked task that’s integral to long-term success. As your company and customers expand, these tasks will only grow more important as your incoming calls, emails, appointments, and paperwork increase.
As your customer base grows, so will the diversity of your clientele. As such, integrating 24/7 bilingual answering services into your day-to-day business operations will create significant internal advantages.
What are these potential benefits? Here’s what you need to know.
#1 Facilitate Customer Communication
Whether you work in legal, retail, or medical services, clear communication is an indispensable aspect of creating a positive customer experience.
In the early stages of the client acquisition and sales funnel, clear communication makes it possible to relay what the good or service does, explain why it matters, and then verify that it’s fulfilling that promise and meeting the customer’s immediate expectations. And later on, it’s vital for client retention.
As Bizflent notes, if you want to increase customer conversions and loyalty, regular communication lies at the heart of any customer experience strategy:
Communication is not just part of customer service; it is the most important part of customer service. That is because good customer service requires listening to a customer's needs and then telling her how you plan to meet those needs — in other words, communicating with your customer.
An inbound call center service is dedicated to ensuring that there’s a constant flow of communication between you, would-be clients, and existing customers. But if it’s not multilingual support, such efforts may be ineffective.
However, by providing clients with the option to speak in the language that they’re most comfortable with, you can clearly communicate that you’re dedicated to improving your customer satisfaction, promptly solve problems, and improve customer relations.
#2 Improve Customer Loyalty
If you’re in an oversaturated marketplace, standing out from the crowd can be quite difficult. You must go above and beyond to:
Demonstrate to prospective clients that you are different
Convince existing clients that the grass isn’t greener elsewhere
Offering 24/7, bilingual call center services is a special touch that demonstrates that you care about understanding and serving their needs. According to a 2014 ICMI study, 72% of survey respondents said support in a client’s native language increased their customer satisfaction with customer support, with 58% of respondents saying it increased their brand loyalty.
#3 Increase Competitive Edge
As mentioned, if you fail to offer the service that customers have come to expect, they’re more likely to take their business elsewhere. Or, if they find it difficult to communicate with your employees effectively, they’ll most likely switch to a company that provides multilingual customer support services they can trust.
Were this to occur, you could miss out on a massive swath of potential customers. However, if you do provide a multilingual customer service, you can create a competitive edge over your competitors, particularly if they’re behind the curve.
#4 Expand Your Reach
So, how can a call center in Spanish expand your reach? When it comes to Spanish-speaking customers, it’s important to think bigger—to go beyond the borders of the U.S., especially if you’re selling a product. When you work with a receptionist in Spanish, you can open up your marketing to target both central and south American markets. Those represent approximately 383,400,000 people who speak Spanish as their first language. If your call center services are unable to communicate with those potential customers, you’ll have a hard time converting and retaining customers outside of the country.
#5 Improve the Product
Product optimization requires practical feedback from your customers. But it’s impossible to solve problems if you don’t even know that they exist in the first place.
Businesses need to be able to respond to customer inquiries, comments, and complaints. And to do so quickly and satisfactorily. Customers tend to be more tolerant of problems if they receive good customer support. But they’re more likely to reject the product or service entirely if customer support is subpar.
#6 Drive Sales
When you improve customer support, reach more customers, edge out competitors, and improve the product by breaking down language barriers, an increase in sales is the natural result.
On top of that, you can increase a customer’s lifetime value since they’re more likely to stay loyal to your product or service for longer. Additionally, happy customers are also more willing to refer you to others who might also benefit.
Multilingual Call Center Services Through Nexa
Multilingual customer support is beneficial to both you and your customers. This type of service demonstrates that you care about each of your customers, and it could help you:
Achieve a competitive advantage
Broaden your reach
Optimize the product
But where can you find a multilingual call center outsourcing service capable of this?
You’ve found it. With Nexa, you can maximize every opportunity. Our around the clock bilingual answering service can handle all of your calls, texts, live chat support, sales, and scheduling needs.