Essential tips for multilingual customer support
Identify the level of customer support needed
You need to decide the markets for which you need to offer multilingual support. It can be based on the number of customers in a geography, market potential and so on. You also need to consider the type of support requests received, to know the level of support required in that region. If you are an enterprise with a mature market presence, you need to invest in building a local team consisting native speakers within the specified region or country.
Localize your self-service support
One of the critical components of multilingual support is to offer self-service content in the local language, so that you enable the customers to help themselves. This includes localizing your knowledge base, how-to’s, FAQs, onboarding content, videos, and more. And more importantly, make sure you invest professionally on translating the content and not rely on browser based auto-translations. Also it makes sense to notify your customers that the content is being translated, because it’s possible that some nuances may not be linguistically correct when transliterated. Also, as you begin to gear up your support content for multilingual support, remember to incorporate a lot of images. It can help your customers understand the instructions better.
Establish cross-cultural understanding
Building your multilingual support is not just about language translation but also about establishing a strong understanding of cultural aspects too. For instance, it’s important to what’s the acceptable time duration before which it’s not advisable to attempt a cross-sell.
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