Providing service in a customer’s preferred language is key to a great experience, that’s why embracing real-time chat translation makes this easier to achieve. Today, customers may not be confident or comfortable in the main language used within your contact center. This could be because you are providing service to multiple countries from a single location, or to local customers who have migrated from other countries. Either way, customers generally prefer to communicate in their first language. It can be difficult or expensive to cater for this, especially if there aren’t many local speakers proficient in the specific language.
Enghouse’s real-time chat translation solution provides effective multilingual service. The software automates multi-language support, enabling both the customer and agent to communicate in their preferred language. It translates the chat conversation in real-time, avoiding any language confusion and ensuring seamless, fast communication. Here’s how it works:
Hitachi Energy’s experience demonstrates the international value of chat translation. As a global organization with B2B customers in 140 countries, it provides full 24x7x365 support in multiple languages. This is from its five contact centers in the United States, Mexico, Poland, India, and China.
If a customer places a call with the contact center and a native language speaker is unavailable, they have the option to communicate via chat with an agent. Chat is available in 18 languages. This is especially useful during out-of-office hours, such as when Hitachi’s US contact center oversees European queries. In this instance, the contact center may not have available French or German speakers for example. Chat translation means that Hitachi Energy doesn’t need to engage an out-of-hours service to deliver support in specific languages. This helps increase overall efficiency and ROI.
Many North American organizations, from credit unions to utilities, cater for a broad demographic. This can mean that some customers are not native English speakers and may not be confident in discussing complex queries in English. In this case, real-time chat translation enables them to type their query in their preferred language and have an in-depth conversation with the agent. This leads to greater customer satisfaction while speeding up First Contact Resolution (FCR) and improving efficiency.
As these use cases demonstrate, real-time chat translation delivers substantial benefits to both customers and customer service teams. These include:
Everyone appreciates receiving service in their native language. However, previously this posed challenges or incurred high costs, particularly with less common languages. Technology such as real-time chat translation overcomes the language challenge, enabling cost-effective, accurate and engaging customer service for all.
Contact centers have always measured key customer service metrics. However, given the rising importance of customer experience, the metrics used must evolve and change.
As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs.