The Customer Experience Power Move: Going Multilingual

Gone are the days when business process outsourcing (BPO) companies offered services exclusively in the English language. The reality is that customers nowadays can speak many other languages aside from English. Thus, if BPO companies do not adapt and find ways to offer multilingual services to their customers, they are in deep trouble. The positive aspect is that many BPO companies have successfully addressed this challenge and experienced significant growth. Offering multilingual customer support is an effective way for BPO companies to ensure their sustained customer satisfaction. 

Benefits of Multilingual Customer Service

• Convenience: It is undeniable that customers prefer to always speak in their native language. Customers become more expressive with their concerns when speaking in their native tongue. Thus, customers will certainly appreciate it if they don’t have to discuss their problems in a foreign language. Ultimately, customers want resolutions to their concerns. They want to experience effective communication while explaining their concerns.
• Competitive Edge: The reality is that not all BPO companies have the capability to offer multilingual customer service. The reason is that hiring and training multilingual professionals can be very challenging and costly. Thus, BPO companies that can provide multilingual customer service gain a significant competitive edge, enabling them to stand out. The competitive edge of being able to reach more customers worldwide brings BPO companies to a higher level of success. 
• Customer Loyalty: By prioritizing the convenience of their customers through multilingual customer service, BPO companies will inevitably attract and retain loyal customers. When customers know that they can freely express their concerns in their native language, they are more likely to call back. Having loyal customers is crucial because it means that BPO companies will have a stronger chance of remaining competitive in the long run. Loyal customers are those who provide positive reviews and recommendations to BPO companies. Thus, loyal customers also help attract new customers through their positive feedback.
• Inclusivity: BPO companies that offer multilingual customer service also demonstrate their commitment to inclusivity. The reason is that these BPO companies are willing to break language barriers to deliver the best possible customer service. Thus, customers from all over the world have a greater appreciation for BPO companies that can communicate with them in their native language. Hiring multilingual professionals also brings diversity to BPO companies, which in turn gives them a competitive edge. 

Why Choose Magellan Solutions for Multilingual Customer Service?

• Diverse Languages: Our clients can choose from a variety of languages for our multilingual customer service. We can provide multilingual call center services in the following languages: French, German, Chinese, Japanese, Italian, Spanish, Korean, Thai, and Bahasa Indonesia/Malaysia. Thus, this reflects our commitment to delivering the highest-quality multilingual customer services to our international clients.
• Omnichannel Support: At Magellan Solutions, we ensure that we provide multilingual customer support across various communication channels. Customers from all over the world can contact us via phone, chat, email, and social media should they have any concerns. We have AI-powered chatbots that provide instant responses in multiple languages. These chatbots can address simple queries and escalate complex concerns to human agents. Thus, we ensure that all customer concerns receive effective resolutions.
• Consistency: We utilize AI-powered tools that deliver more accurate translations across various languages. These tools ensure that effective communication happens between our agents and the clients. Aside from this, we have quality control teams that regularly monitor the multilingual customer service that our clients receive. Thus, our global clients can rest assured that the consistency of our multilingual customer service is not a concern. 

The Bottom Line

To determine why multilingual customer support scales rapidly, it is essential to understand the benefits it provides. BPO companies that offer multilingual customer service gain wider access to customers worldwide. Having access to global customers provides BPO companies with a significant competitive edge, making them stand out. Thus, it should no longer be surprising that these BPO companies, which offer multilingual customer service, also have loyal customers. These loyal customers help BPO companies succeed even more through their unwavering support.

Interested in Multilingual Customer Service?

Magellan Solutions is a provider of inbound and outbound call center services, as well as business processing outsourcing, in the Philippines. The company has extensive experience in providing best-in-class outsourced solutions to small and medium-sized enterprises (SMEs) as well as large global enterprises. Combining unrivaled expertise and capabilities across industries and business functions, we bring fresh and new approaches to strategies and operational performance of business operations by delivering the right BPO and customer management solutions that span the entire customer lifecycle.

As a leading business process outsourcing provider of customer management solutions, we are committed to delivering an outstanding customer experience with every interaction. Visit Magellan-Solutions.com to learn more about our multilingual customer service. You can also contact us now and receive a complimentary 60-minute consultation.