The Multilingual CX Revolution: Speak Their Language, Win Their Loyalty

As companies look to provide more localized customer experiences while expanding their reach into new markets, they are faced with the task of creating meaningful connections as they aspire to cater to diverse audiences with a wide range of language
preferences. Interacting with customers in their native dialect is a critical first step to understanding their needs and providing them personalized service that gives them that local feel. 

According to research by Intercom, 67% of customers would switch brands because of poor customer support, and 62% of customers are more likely to tolerate problems with a product
if they can interact with support in their native language. What we know for certain is that if brands do not speak their customer’s language—quite literally—they will struggle to compete in a global environment where consumers
are increasingly more diverse and discerning. That’s why multilingual service delivery should be a fundamental part of how companies engage with their customers, whether you are a global enterprise or serving the 300+ different languages
and dialects spoken in the United States alone.   

Understanding The Need

• Customer Expectations: Customers place a high value on localization; they expect seamless, accessible, and tailored CX in their language and dialect. The importance of personalization in CX cannot be overstated, as it directly impacts
  customer satisfaction, loyalty, retention and ultimately, brand reputation. Addressing customers in their preferred language is the first step in making them feel heard, understood, and valued.  

• Globalization & Market Expansion: As businesses expand across multiple geographies, communicating in the local language and understanding cultural nuances are vital. They help build trust with your audience and shows commitment
  to the consumer. Whether you’re entering new geographic markets or attracting new buyer segments, engaging customers in their local languages can significantly enhance market penetration and loyalty. 

• Competitive Advantage: Multilingual CX is often a key differentiator, especially in industries with intense competition. By providing superior support in multiple languages, companies can make a lasting impression, recognized for valuing
  accessibility, responsiveness, and customized service. Additionally, companies can focus on hiring based on talent and expertise vs because they happen to speak a particular language.  

• Compliance Requirements: There are some industries, such as healthcare and finance, where regulations mandate that companies provide multilingual support; therefore, these organizations must be able to accurately deliver written and
  verbal support at scale to meet regional requirements.   

Answering the Call: New Frontiers in Language Localization  

Multilingual support has historically been a challenge to execute as finding native speakers can be expensive and lead to fragmentation of service delivery. Hiring language-proficient staff across multiple locations and delivering training,
scheduling and management of small, distributed teams can be complicated and inefficient. These costs and complexities have forced companies to decide whether to invest in expensive multilingual service delivery or limit the support and
suffer from the impact of poor CX and restricted market reach. But this is where technology comes to the rescue! Alorica ReVoLT^®
(Real-time Voice Language Translation) promises to solve this conundrum across voice, chat, and email. When any employee can effectively speak any language, organizations can centralize operations where talent is abundant, streamlining training,
quality assurance, and management, which can potentially reduce operational expenses by 50% while improving the quality of CX.