Modern customer service has to be adaptable to its surroundings. Your location might not matter a jot, if your customer base demands that you offer customer service in a different language to that of your head office. You have to oblige and provide that service in those circumstances. A customer service team in the modern age can comprise of different nationalities and cultures, but with the advent of call centre services you can hand pick customer service teams that are multilingual and can adapt to the needs and desires of your specific customer base.
Take for example US companies, where there is such a melting pot of cultures, nationalities and languages, and where Spanish ranks as a popular first language in many a household alongside English. The same can be said for European countries that cater for customers in many different EU states. If you have customers in France and Italy, but your headquarters are based in Germany, you are best hiring a multilingual team of customer service agents that can cater for customers in those three languages.
The first major benefit of having a multilingual call centre as part of your customer service strategy is that it ensures there is a much lower risk of your customers feeling let down, or incapable of getting an answer from you on a query or problem. There will also be no problems in terms of language barriers when conversations do take place.
This leads to greater retention of clients across the board, as communication is key in any relationship. If your customer knows that they can speak to you, direct, in their mother tongue, they are much more likely to be happy with your service and continue to purchase your products and services. Equally, they are much more likely to recommend you to friends, family and colleagues.
Hiring a multilingual customer service team provides you with a solid foundation from which to grow. If you are starting out with English and Spanish speaking customer service agents and it helps to grow your customer numbers within those demographics, there is a simple, and scalable option for you to dip your toe into other markets, knowing that you have the customer service angle professionally handled.
A call centre can provide many different aspects of customer service too. Not only can they handle direct calls on your behalf, but they can also deliver messages that needed to be translated first, schedule appointments and answer questions in different languages on your behalf also.
All of this adds up to brilliant customer service. The higher the standard of customer service at your disposal, the more likely you are to succeed as a business. If you have a customer base in different countries, with different languages and cultures it would make sense to research employing the services of a multilingual call centre that can assist you within those different countries. It will help clear up communication within a different market than you are comfortable with, increase customer satisfaction and improve sales.