Customer Service in Retail: why is it important?
The top reason why customers switch between brands is poor customer service. According to American...
As companies increasingly cross international borders, the need to host a customer service that can satisfy the requirements of this expanded market becomes ever more important, especially in terms of overcoming language barriers.
Generally, companies do not have multilingual staff who can respond correctly to all requests. Yet, the recruitment and training of ad hoc resources involves excessive costs that result in companies taking a step backwards and losing out in their markets.
This international context has led to the need to outsource some operations, in particular customer support.
Appropriate multilingual assistance
In order to remain competitive, a customer service department must always keep up with customer requests. The speed of responses and the resolution of problems are just some indicators as to whether a customer care service is functioning well.
Companies that receive requests in different languages must adapt quickly and effectively, so as not to leave any problems unanswered.
To build Multilingual assistance, the first concerns are to identify which languages to provide support in, what the different time zones are, and the level of support that can be given in each context.
Many companies have internal staff available to deal with customer care, however, for a new business or one that intends to optimize resources, it is complex to build an internal sector dedicated to customer calls. It requires specialized personnel to be coordinated, updated and able to respond to every need, even if these are in different languages.
To address this point, more and more companies are turning to outsourcing services.
How do you choose a good multilingual customer care service?
Choosing the right outsourcing service is essential for building a loyal customer base, where such clients will have a positive perception of the company, in terms of support, responsiveness and contact methods. This is why outsourcing is still a service increasingly chosen by companies who wish to offer their customers a dynamic and effective approach, optimizing their resources and the types of services offered.
Outsourcing customer care makes it possible to support your customers through their preferred method of contact and without language challenges.
This is We Are Fiber!
As a multilingual BPO, we are able to provide support in a variety of languages, including, but not limited to, English, French, German, Italian, Spanish and Albanian.
Customer service support hours are customizable, according to your customers' time zones. For example, we are able to provide 24/7 support for clients around the world, after hours and night shift coverage for international clients, or working hours coverage for nearshore clients.
Our customer care solution packages are tailormade, where you can combine different customer support channels, languages and working hours.
Click here if you wish to request a quote or find out more about how else We Are Fiber can help your business.
Email: info@wearefiber.com
Phone (It): +39 02 42 10 11 22
Phone (UK): +44 20 38 70 44 08