As a business owner in today’s highly competitive market, you cannot afford to turn away customers looking to purchase your product or service. If you don’t offer support to your calling leads in a language they can understand, those customers will have their needs met by your competitors.
You can benefit greatly just by providing assistance to your Spanish speaking callers. Did you know that the United States is home to the largest community of Spanish speakers outside of Mexico? In fact, “A quarter of Americans ages 6 to 34 are Hispanic or of Latin origin (up from 19% in 2006).” Capture these Spanish speaking customers by outsourcing your calls and benefiting from bilingual call center services.
In this article, we are focusing on 5 different types of customers you’re losing by not investing in affordable bilingual, and even multilingual, customer service.
“I have a question before placing my order.”
Your online shoppers, no matter their native language, expect to receive customer service assistance within a reasonable amount of time. If they don’t feel like their questions are being taken seriously or if they can’t find an answer to their question, they’ll abandon their intended purchase and move on.
According to Sales Force, “45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly.” Your business needs to focus on customer service support for your potential customers that are needing a quick question answered before moving forward in the buying process.
Don’t lose customers that are actively researching your product or service because you’re not providing quick and helpful customer support in their language. With basic multilingual call center services as low as $19.95 per month, there’s no reason to alienate such a large chunk of your potential customers.
“I have a problem and want to talk about it.”
This type of call is most likely being placed by someone who has already purchased your product or service. Here at A Courteous Communications, we are big believers in providing elite customer service in order to build a professional and trusted brand.
If your customers are calling to try and resolve an issue or problem they have with their purchase, you need to be able to provide a telephone agent that speaks their language. Ignoring negative feedback or customer complaints will only lead to negative reviews about your business. So if you aren’t catering to, for instance, a Spanish speaking market, your chances of growing into that market are diminished; especially if you have negative reviews written in Spanish popping up in search and social media.
When you provide a customer service expert that is able to speak with your callers in their language, you’re in a better position to change a negative experience into a positive one.
“Google is not translating your website accurately.”
So you have Google Translate installed on your website and you are happy to be catering to a larger, multilingual market. However, if you personally speak more than one language, you may have noticed in passing that Google Translate isn’t always accurate. When you read content in your own language and it doesn’t make sense, chances are, you’re not going to trust the source.
Bilingual call center servicesare able to step in and assist your customers when your website translation features are not making sense. By offering a local or a 1(800) number to help your customers navigate your website, you are actively increasing your customer base and reach.
The British Medical Journal (BMJ) published a paper that directly measured how inaccurate Google Translate can be. They concluded, “Google Translate has only 57.7% accuracy when used for medical phrase translations and should not be trusted for important medical communications.”
“I want to customize my order”
How are you currently assisting customers that want to customize their order or inquire of add-on products or services? If you don’t have any particular systems in place to assist them, you’re preventing your business from completing a natural and profitable upsell transaction.
Don’t lose out on these customers that are willing to do more business with your company. Provide them a team of customer service professionals that are ready, willing and able to help them with their custom and unique orders.
Our team of multilingual virtual receptionists do not charge additional fees to speak to your customers in their native language. Having our multilingual virtual receptionists on standby 24/7 is included in all of our client packages.
“I need help with the product I purchased.”
Do you have a product that needs to be assembled by your customer? Or do you offer a service that needs to be activated by your end user? As a responsible business owner, you cannot afford to turn your back on your customers after they’ve completed their transaction.
Forbes’ article, “Five Customer Retention Tips for Entrepreneurs,” caught our eye with some staggering must-read business statistics:
- A 5% increase in customer retention can increase a company’s profitability by 75%.
- 80% of your company’s future revenue comes from just 20% of your existing customers.
- Attracting new customers is 5 times more expensive than keeping an existing customer.
The point of these statistics are clear, it doesn’t make sense to upset your current customers by not offering them assistance in their native language. Keep your current customers satisfied and give them customer service options and solutions to retain their business for years to come.
It takes just a very small investment to cater to your growing multilingual markets. Our bilingual call center services offers highly competitive rates that any business can afford. All of our services come with multilingual virtual receptionists and 24-hour telephone coverage; there are no extra charges for these invaluable features.