What Is Multilingual Support?


Multilingual support extends the customer support experience to people who don’t speak English, or who are more comfortable conversing in another language. The service works by offering your customers a language choice when they call your support line or browse to your company website. After identifying their language preference, your customers will be transferred to a support person or content they can readily understand.


Benefits & Advantages of Multilingual Support


Multilingual support is vital if your business operates internationally, or if a meaningful segment of your customer base speaks a language other than your business' primary one. Multilingual support can help you:

  • Display relevance to a broader cross-section of customers: If your customers encounter a language barrier, they’re being sent a message that they’re not welcome or valued. Conversely, if they can readily get the information they need, your customer receives tangible evidence that they’re valued. Speaking your customers’ language proves you want their business.
  • Improve your customer support efficiency: Customer support can be a tricky and resource-intensive part of the customer journey. Multilingual support allows your business to swiftly resolve more support tickets with non-English speaking customers.
  • Reach new markets: Ultimately, your product lives in a globalized marketplace. The more languages you communicate in, the more potential customers you can find.


Use Cases for Multilingual Support


Use cases for multilingual support include:

  • A software company might develop a product FAQ across multiple languages, with the option to send an information request form to someone who can offer personalized assistance.
  • A business selling merchandise online might offer multilingual call center customer support to handle product inquiries or troubleshoot problems.
  • A marketing company selling SaaS solutions might develop multilingual online sales literature to gain additional prospects.


Types of Companies That Benefit From Multilingual Support


If you sell a product or service online to a potentially global audience, multilingual support can help you reach out to more potential customers.

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