If the United States of America is to be considered the cradle of the world economy, here is a surprising fact for you if you are looking to expand your business globally.
One in five people currently residing in the United States consider a second language in addition to English as their mother tongue. They prefer doing business in this language over English and tend to go to brands that offer services in their native language to complete a transaction.
If this is true for a truly cosmopolitan business ecosystem like the United States, try to imagine the ground reality for more traditional and culturally rich countries like France, Spain, Russia, Saudi Arabia, China, and others.
Brands must continue to strive for customer satisfaction and a sublime consumer experience as clients' attention spans become increasingly limited. One cause of dissatisfaction and a happy click reader gone! The language barrier cannot be allowed to act as a distracting element that would drive the customer away.
One way that brands are adopting around the world is to offer high-quality customer support through bilingual call centers. Multilingual & Bilingual Call Centers and Customer Services has capabilities to offer 360 degree client support in English and local native language. Representatives are not only well-trained in product features, but also well-versed in the nuances of local language and cultural subtleties. Multilingual and Bilingual customer care offers your client professional and personalized service.
Although English is still the preferred language of communication, it is a pleasure for clients to interact with your brand in their native language. When they find out that such a service is available, it will give them honest assurance and increase the credibility of your brand line. A study by ICMI, which monitors e-commerce customer interactions worldwide, found that 80 percent of customers like to interact with brands in their native language, and 7 out of 10 would prefer to take their business away if such a service is not enabled. offer. Opportunities to up-sell and cross-sell products and services increase by nearly 60 percent when client engagement is in their preferred language, and time to resolve customer complaints is reduced by nearly 40 percent. Needless to say, a bilingual call center can act as the glue that binds customers firmly to your brand.
To better understand the growing importance of bilingual call centers in the context of the population of the United States, let's stop at the Hispanic community present there. This part of American society has a population base that is 17 percent of the total workforce. Cumulatively, Hispanics have $1.7 trillion in purchasing power. Spanish is the second most used business language in the United States. There are more Spanish speakers in the country compared to people who converse in Chinese, German, Italian, Hawaiian, French and Native American languages combined.
It goes without saying that if your brand operates in the United States, it has a high probability of receiving a customer call in Spanish. So setting up a Spanish call center is a common business decision that doesn't require too much thought. When operating in the United States, if your business does not have a mechanism to reach out to the Spanish community, you are missing out on a huge opportunity.
The same argument applies to setting up a French call center in the United States for your brand. As a second language, French is the most widely taught foreign language (after Spanish) in American schools, colleges, and universities. Roughly 2.1 million Americans speak French at home, making it the fourth most widely spoken language in the country, after English, Spanish, and Chinese.
For a brand that wants to strengthen its position in the American e-commerce space, setting up a French call center is the right strategy to embark on.
Setting up a captive Spanish call center or French call center on American soil can be quite costly and can stretch your company's bottom line. It is always a good idea to look for external customer care service providers who can offer a Spanish call center or a French call center at a fraction of your estimated cost.
Joining LiveSalesman is one such option. LiveSalesman offers excellent outsourced customer care services in 30 world languages. LiveSalesman specialists manning the Spanish call center and the French speaking call center are native speakers and well trained in business processes. They have a proven track record of higher native customer engagement, increased sales per call, and low resolution time periods for customer inquiries.
When conducting a consumer-facing online business in the United States, understanding the regional culture is a must for any successful business. The Spanish and French communities, with their refined tastes and excellent cultural preferences, show a love for luxury and high-end products. The shopping spree is an enjoyable experience for them, and they expect an excellent customer experience at every stage of the journey. Businesses that have inculcated customer delight as their core philosophy and are committed to delivering the same through outsourced bilingual call centers have valued high growth volumes.