Top 5 2018 Multilingual Customer Service Trends
January 19, 2018
As one of the leading providers of multilingual customer support, Language I/O is providing a list of 2018 industry trends that might help customers and prospects plan for their 2018 customer services needs.
This year, the multilingual customer support industry will focus on improving translation quality, decreasing customer service costs, boosting cyber security efforts, aiding in talent retention and improving the user experience.
Improving Translation Quality
Every day, companies compete to provide the best omnichannel multilingual customer support possible for their worldwide clients. Language I/O, which provides email, chat and article translations, is well known in the industry for providing a unique combination of human and machine translations. Language I/O is so dedicated to accuracy, that it even provides teachable machine translation engines. Language I/O literally teaches its translation engines about your industry and your specific terminology. That way you get the best of both worlds – cheap machine translation that’s specific to your environment.
Decreasing Customer Service Costs
While 74 percent of customers will buy more if customer support is provided in their language, providing that support can be costly. That’s why Language I/O uses a combination of machine and human translations. By using both—machine for cost and human for accuracy—Language I/O reduces multilingual support costs. Language I/O’s technology is so effective that it also prevents companies from hiring support agents who speak various languages.
Boosting Cyber Security Efforts
Cyber security is a trend that we can’t see dropping off of any tech trend lists this century. In the multilingual customer service space, cyber security is critical to protecting the integrity of clients and customers alike.
In December 2017, Language I/O began working on its compliance with new US-EU data privacy regulations. As a result, it will be compliant with the EU GDPR (General Data Protection Regulation) through the US-EU Privacy Shield before the May 25, 2018 enforcement date. This compliance rigorously protects all data that passes through Language I/O’s system ensuring that every client has a quality, secure experience with Language I/O.
Aiding Talent Retention
It’s no secret that losing an employee is far more costly than keeping one. In fact, some studies show that losing and then replacing one employee costs an average of six to nine months of that employee’s salary. This means that replacing an employee who has a salary of $40,000 a year costs $20,000 to $30,000 in training and recruiting costs.
If you want to keep employment costs down, keep your employees happy. In the multilingual customer service space, keeping employees happy means treating customer service representatives with respect and setting them up for success. One of many ways to set them up for success is to create an environment that allows them to boost CSAT scores. Allowing customer service agents to communicate with customers in any language in real time does just that.
Improving the User Experience
We all know that difficult to use technologies don’t get used. That’s why providers of multilingual customer service are determined to make the user experience as pleasant as possible.
Language I/O operates within Salesforce’s and Oracle’s customer relationships management (CRMs) making it easy for any customer service rep to use the software. In addition, Language I/O’s products have a failover mechanism so customers are never without service.
These five trends suggest that by the end of 2018, multilingual customer support will be better, faster, more secure and easier to use than it is already.
For a complete list of our top five 2017 trends, click here.