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May 11, 2024 | 3 Mins read

6 Major Benefits of Multilingual Customer Support

As organizations grow globally, high-quality native language support is a key to scalability. A recent study by Common Sense Advisory showed that for over 67% of consumers, their preferred choice of content was in their native language, and over 75% mentioned that they would stay with the brand that offers customer support in their native language. No wonder large organizations have started to hire local talent for customer support. A study by Smartling has shown that there was a positive relationship between the language accessibility of major retailers Zara, Topshop, Uniqlo, and H&M and their five-year growth rate.

Now although large companies might have the resources at their disposal to scale globally, the approach still being inefficient and slow. Small companies don’t have that luxury either. But recently, we at IrisAgent have firsthand witnessed, My.games a gaming studio scaling its multilingual support in more than 10 languages globally.

What’s the secret sauce?

Building a global brand presence has never been easier than ever thanks to AI-powered, multilingual support with IrisAgent forefront. Here are seven reasons why.

1. 24/7 Availability

Customer queries and issues can arise at any time, regardless of geographical location or time zone. Multilingual customer support via GenAI ensures round-the-clock availability, empowering customers to seek assistance whenever they need it. This seamless accessibility enhances customer satisfaction and contributes to building a positive brand reputation.

2. More accurate customer service

Today, native-level automated support is available in any language without the need for clunky translations, because AI-powered virtual agents are powered by LLMs, the core of which is Natural Language Processing (NLP) technology — It’s a form of deep learning that allows an AI model to dynamically learn from natural language rather than relying on pre-programmed algorithms or keywords to identify user intents and reply to them.

3. Improved Efficiency and Cost Savings

Traditional multilingual support often requires a large workforce proficient in various languages, leading to increased operational costs. GenAI streamlines this process by automating responses and translating interactions in real-time. This not only reduces the need for extensive human resources but also minimizes overhead costs associated with language training and recruitment.

4. Data-Driven Insights

GenAI-powered multilingual support systems have advanced analytics capabilities that gather and analyze customer interactions across languages. By harnessing this data, businesses can gain valuable insights into customer preferences, pain points, and behavior patterns. This knowledge enables informed decision-making, allowing companies to refine their products, services, and support strategies to meet customer needs better.

5. Scalability and Flexibility

As businesses grow and expand into new markets, the demand for multilingual support may fluctuate. GenAI offers scalability and flexibility, allowing companies to adjust their support resources in real time based on changing customer demands and market dynamics. This agility ensures that businesses adapt to evolving requirements without compromising service quality.

6. Cultural Sensitivity and Localization

Effective communication goes beyond language proficiency; it also requires cultural sensitivity and understanding. GenAI-powered multilingual support systems can be customized to incorporate cultural nuances and localized content, ensuring that interactions resonate with diverse audiences on a deeper level. This cultural relevance fosters trust and strengthens customer relationships.

In conclusion, AI solutions are pivotal in providing multilingual support, enabling businesses to streamline operations and enhance customer experiences across languages. By automating responses and optimizing self-service capabilities, companies can meet diverse linguistic needs in 2024 and beyond. By leveraging these technologies, companies can drive satisfaction, foster loyalty, and unlock new growth opportunities in today's global marketplace. The future of customer service holds boundless potential, with AI serving as the key to exceeding expectations across languages and cultures. Sign up today to unlock multilingual support for your business.

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