E-commerce businesses should understand the value of a positive customer experience. It can help your business succeed by boosting customer satisfaction, loyalty, and profit.
The value of positive customer experiences has made today’s e-commerce companies focus on developing personalized, engaging experiences.
However, businesses still have many opportunities to improve customer support and engagement, one of which is offering multilingual customer support.
You have much to gain by making your e-commerce customer support more inclusive. According to a 2021 global survey, 70% of consumers prefer brands that offer customer support in their native language.
The US has speakers of over 350 languages—your e-commerce business can experience significant growth if you embrace a more inclusive customer support strategy.
The Multilingual Approach: The X Factor in E-Commerce Customer Support
There’s no one-size-fits-all approach to improving your customer experience.
However, an effective way to keep up with such a fast-paced industry as e-commerce is to make your services more accessible to consumers. You can start by offering multilingual customer support.
So, why is adopting multilingual customer support essential? Consider the following factors:
Communication
Communication is vital in customer support, and it’s more than just talking to customers about your product offerings.
Over 69% of consumers believe that businesses should be able to provide a customer experience in their native language. So, if your customer base has many Spanish speakers, offering Spanish customer support is in your best interests.
Practicing inclusivity and supporting your customers in their native language spells the difference between exceptional and average customer support.
Customer Satisfaction and Loyalty
Better interactions and customer understanding contribute to increased customer satisfaction and loyalty. Communication barriers in customer support often lead to even more frustrations, so preventing them can foster loyalty.
Customers are likelier to keep doing business with you if they feel valued and understood.
Customer Retention
Poor customer experience can indeed drive consumers away from your business.
60% of the companies that improved their customer experience saw a significant increase in customer retention rates.
Communicating with customers in their preferred language shows that you care and builds trust, improving retention.
Market Competitiveness
Consumers today are more likely to support businesses where they can get the most support they need, but many e-commerce businesses still don’t offer support in different languages.
Widening your language capabilities will differentiate your customer support service from that of your competitors.
Legal and Regulatory Compliance
Legal and regulatory policies vary from region to region.
Building a multilingual e-commerce customer support team makes it easy to comply with regional laws requiring you to provide support services in the region’s widely spoken language.
5 Key Benefits of Multilingual Customer Support
Here are the five benefits of implementing a multilingual customer support approach for e-commerce:
1. It Helps Your Business Expand to New Markets.
Offering customers multilingual e-commerce support gives you a significant head start in business expansion.
By making your business more accessible to speakers of other languages, you can easily connect with various customers regardless of their preferred language.
2. It Speeds Up Problem Resolution.
Your customers want support whenever and wherever they want it, and they want it done fast, but it’s about more than efficiency.
Offering real-time support in your customers’ preferred language expedites the resolution process, increasing customer satisfaction and improving customer experience.
3. It Reduces Language Barriers in Customer Support.
Miscommunication due to language differences has always been a challenge in customer support.
Equipping your team to handle services in multiple languages encourages effective communication and eliminates potential communication gaps.
4. It Benefits Your Brand’s Image and Reputation.
You create a consumer-centric brand image by offering multilingual customer support.
Building a multilingual support team gives existing and potential consumers the impression that your business is inclusive and prioritizes customers’ needs above all.
5. It Enhances Data Collection and Analytics.
Inclusive support channels open the door to more diversified data insights. You’ll have access to more data on consumer behavior, their feedback on your services, and any pain points they encounter. This data is valuable for business intelligence, product development, and process improvement.
A Global Outsourcing Partner for E-Commerce Businesses
ClearSource has teams of highly trained customer support experts globally. Our global talent pool spans the US, Costa Rica, India, and the Philippines.
Our goal has always been to improve our partners’ operations, so we customize our scalable, flexible solutions to your e-commerce customer support needs.
Partnering with us allows you to collaborate with teams of highly skilled e-commerce customer support specialists.
But it doesn’t stop there. Leveraging data-driven insights, we can identify pain points and ensure consistent improvement.
Set up a meeting with our team today to learn how our global experts can ensure lasting success for your e-commerce business!
