Shankar Ganesh is a marketing analyst Freshdesk.
In this modern age, no matter what you sell, it is becoming increasingly common for your product or service to have a customer base that spreads worldwide and speaks several languages. Even if you have the support of representatives to the phenomenal customer and you invest heavily in supporting your customers may not be getting what they need if your agents do not speak the language of your customers.
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Here are ways to go the extra mile and provide your support options are available to customers no matter where they are or what language they speak.
Local media Rentals
When you're a SaaS startup with a global customer base, a local support team goes a long way toward making sure your customers are happy. Having a local support team on markets with a significant customer base is not only a great way to answer questions in the language of your customer clearly understands, it also increases the response time because your local representative will work in the same time zone as your customers.
Provide support in the local language can help if your customers have many complex issues that require workarounds and sophisticated solutions. HBR recommends taking into account cultural nuances when talking to customers in different markets.
support teams that are in the same area that your customers are more likely to understand these nuances and treat your customers the way they expect to be treated.
Make self-service options available
The best thing multilingual support reps in the same time zone as your customers is a basic multilingual knowledge. If you do not have the internal resources to translate the documentation for your support in multiple languages, it is quite cheap to obtain professional translations from freelancers. Provide a way for customers to answer their own questions others will reduce your support costs.
Make your multilingual support portal
If you want to make sure your customers feel at home when they reach out to you to help you, make sure that all of your support portal - not only your knowledge of basic items - is available in more than one language. This will help customers find the information they need quickly and easily on their own, making them happier and still save you money.
QuizUp done this beautifully - do its portal support available in several languages to fans around the world can access information in several languages.
If you have integrated your support portal with an analysis tool, you can use it for ideas about where your visitors come from, and make a point to expand the content in their native language.
The customer global support begins with a product that supports multiple languages
Companies need to ensure their product is translated in several languages before they invest in a support team multi-language client. If your product is so strong that even a global customer base can get things done quickly, it will dramatically reduce the need for customers to search through your knowledge base for answers or call your support.
What are your solutions to provide support for customers around the world? We would like to hear more ideas.