Language I/O News

April Showers Bring Vegas, Baby!

Posted on April 3, 2017

free-start-up-growth-illustration-vector.jpgStartups, we know floating along on a shoestring budget means getting creative. One minute you’re developing a social media marketing piece, the next you’re playing barista for a client. We’ve been there and in some ways, we still are there. 

One of the many things that we’ve learned along the shoestring trail is that skimping on customer service doesn’t work. You can shoestring customer service, but you can’t skimp on it. After all, according to the Harvard Business Review (HBR), “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.”

So here’s how we can help you save on customer service costs.

1. We Help Customers Help Themselves 

One of the easiest ways to help customers is to let them help themselves. When your customers visit your website, do they get a list of frequently asked questions (FAQs) that answer their top five questions? If not, step one for providing quick, effective customer service is creating a great FAQ.  

Once you get that FAQ rolling, consider language. If you’re customers speak any language other than English, consider a one-time article translation in the top languages spoken by your customers. This may sound crazy, but the minimal effort you put into these automated translations will pay off in spades. When customers answer their own questions, they are less likely to pick up the phone or hit the chat button.

2. We Can Multiply Your Call Center

We know. You’re thinking, “What call center?”

Of course you don’t have a call center. You’ve got Jeff, Sarah, and Joe who do a little IT support, a little call center work, and a little marketing when needed. The thing is, none of them speak more than one language. 

Because our suite of translation products works within two existing* customer relationship management (CRMs), all you have to do to add a Spanish or “Russian speaking” customer service agent to your team is hit our “translate button.” Then voila, within moments you can respond to your customers’ email queries in the language they speak. 

*Our CMS integration works with both Salesforce and Oracle. If you do too, get the plugins for both here.

3. We’ve Nailed the Live Chat Thing

November 2016 was huge for us. It marked the launch of our chat product, which made us the provider of the industry’s most comprehensive multilingual customer service product suite.   

This is great for our customers because it allows them to communicate with their clients in real-time. Dealing with customers in real-time is cost effective and it makes them happy.

If you’re interested in seeing how we might specifically save your company costs, contact us here

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From April 24 to April 27, we’ll be at the Oracle Modern Customer Experience conference in Las Vegas sharing ideas and best practices with the leaders in modern customer experience.  

Top industry innovations will be discussed including our new chat product. That’s right. In November, we quietly launched LinguistNow® Chat, software service that allows customer service agents to chat with customers in any language right inside of Oracle Service Cloud (OSC).  

“We’re thrilled to support Oracle, one of our largest partners, at the Oracle Modern Customer Experience conference,” said Language I/O Co-Founder Kaarina Kvaavik. “At last year’s conference, we announced that we’d integrated the LinguistNow® incident translation solution with Oracle Service Cloud, adding to our already hugely successful answer translation solution within OSC. To share yet another innovation at such an outstanding conference is thrilling.”

It’s thrilling in part, because Oracle is a great partner and in part, because it’s such an exciting time for customer experience. According to Forbes, providing a consistent customer experience in multiple languages is the number one challenge for companies planning to go global.

These companies often don’t know how to manage customer support queries from their international clients. Managing these inquiries requires expansive call center budgets many companies cannot afford. It also requires a combination of quality machine and human translation that is sometimes overlooked. 

Multilingual customer support is critical to effective global expansion, but it impacts domestic purchasing decisions as well. With 61.8 million Americans speaking a foreign language at home, multilingual customer service is imperative to customer satisfaction. If the Harvard Business Review is correct and the leading factor in customer loyalty is reduction in customer effort, speaking to customers in their own language goes a long way to ensuring repeat business.  

In addition to providing chat, Language I/O’s translation software automates the translation of customer support content including answers and incidents using a unique combination of human and machine translation. This omnichannel approach allows any company to talk to its customers in their own language, over any channel. 

“We’ve worked for years to develop this comprehensive approach that’s saving clients like LinkedIn, iRobot and Wizards customer support costs,” Kvaavik said. “If you’re heading to Vegas, stop by our booth and check out our product suite. I think you’ll be impressed!”

We will be at booth six in the service area throughout the conference. 


For more information about our products, click here