What’s the Best Channel for Multilingual Customer Support?

Many companies want to know where they should provide multilingual customer support. Should they provide it on their website? Via chat? What about email? The thing is, the digital transformation demands that when it comes to providing customer support, companies must be all things to all people at all times.

Let’s look at the facts:

  • 77 percent of people own a smartphone. That means that most of us are checking in, tweeting and liking whatever catches our fancy anytime, anywhere
  • Because we’ve been using smartphones for upwards of ten years, we’re used to new communication models. When we have a problem, our go-to is no longer dialing a call center. We look to self-help articles, email and chat options. This means…That companies need to meet us where we are. They need to recognize that we might want to read an FAQ on our smartphone while we’re also Facebooking or playing Candy Crush 

In a nutshell, an omnichannel approach to multilingual customer support is always best. Providing multilingual customer service across multiple channels ensures that you can help your customers in the way they want to receive help whenever they want to receive it.