Industry insight

Speak your customers’ language — the importance of multilingual support

Companies can’t scale internationally without one key innovation — Multilingual support. English, although the most popular language online, represents only 25% of worldwide internet users. Not to mention, 22% of the US population does not speak English at home. Studies show that 70% of customers feel more loyal to companies that offer support in their native language. Another report found that 29% of businesses have lost clients because they don’t have multilingual support.

These stats speak for themselves — Putting multilingual support on the back burner may seem like a minor decision, but it can have major consequences. Brands that want to scale globally need to speak their customers’ language.

You may be wondering how to address the need for multilingual support within your current support strategy. Mavenoid is here to help. Read on to learn the key benefits of how implementing support in multiple languages will help your company scale successfully.

Expand your customer base
By speaking your customers' language, you can extend into lucrative foreign markets and scale into high-growth areas.  Studies reveal that 74% of customers are more willing to use the services or purchase a specific product from a company when after-sales support is accessible in their native language.

Meaning? If you want to expand your customer base, you must speak your customers' language.

Improves customer satisfaction
At the core of a flourishing business are the customers who are happy being associated with the brand. Providing your customers’ support through their native language will help them to feel valued. In fact, 71.5% of customer services officers say that customer satisfaction increased evidently when they provided support in the native language of their customers. By making your support multilingual,  you can turn your customers from occasional buyers to repeat and long-term users who are advocates of your brand.

Boosts sales
Facilitating equal access to your services by adding support in multiple languages both acknowledges and demonstrates respect for your international customer base. Because of this, nearly 74 % of customers are willing to buy again from the brand if offered after-sales service in their native language.  This combination of strong sales and a solid customer base is integral to market expansion and growth.

If you want to make your business scale you need to boost your sales — offering support in various languages is a key way to do just that.

Gives a competitive edge
Providing customer support in more languages doesn’t just increase customer loyalty; it gives your competitors’ international clients a reason to bring their business to you. A recent survey reported that 35% of end-users would even be willing to switch products to one that offers support in their native tongue.

Clearly, having multilingual support helps set your business apart in saturated markets and stand out in the crowd. It positions you to attract specific market segments, whom you can serve better because your team can speak your users’ native language, and as a result build a stronger emotional connection. If you can speak their language, customers are willing to pay more for your product.

How to implement multilingual support?
You may be wondering how to address the need for multilingual support when scaling. Hiring foreign-speaking agents is an option, but it’s not the only one — or the most sustainable one.

Why? It is already hard to hire a good support representative, but if you add a bilingual requirement, it turns into an almost impossible task.

Not only do you have to source this talent, but someone has to interview and onboard them. Not to mention, bilingual talent is significantly more expensive. Additionally, support agents aren’t available 24/7, so it is impracticable to rely on them every time your customer has a concern.

Instead of increasing headcount, use this opportunity to integrate automated solutions into your tech stack. Consider investing in modern tools that provide multilingual support, such as Mavenoid. Our product assistant offers AI-powered self-service support in more than 50 languages, including Arabic, Chinese, Hebrew, Russian, and many more.

In addition to automated self-service, Mavenoid supports smart routing to live support — so customers can create groups of agents based on their language skills and time zone availability.

Real results from multilingual support
Husqvarna, an outdoor power equipment company, leveraged Mavenoid’s multilingual support technology. They were able to offer instant, personalized customer support in nine markets and four languages. As Husqvarna’s AI Lab Director put it, “Mavenoid gives us the ability to scale automated support to all our markets, without losing the local and personal touch Husqvarna is known for.”

Speak your customers’ language
Remember: No matter what you’re selling, customers want to do business with companies who care—and one way you can make a great impression is by speaking their language as you scale.

Implement over 50+ languages with Mavenoid’s multilingual support today.