Offering bilingual services creates great benefits for both your company and your customers. Employing a bilingual answering service is a must for companies that do international business, but it can also benefit domestic business as well.
The Language Barrier
Have you ever experienced the frustration of trying to communicate with someone who doesn't speak the same language as you? Hiring a bilingual answering service is an easy solution to reduce what could be a frustrating customer service transaction. Simple tasks become challenging with a language barrier-- collecting basic information can take additional time, cost additional money and resources. Customers can even feel undervalued because their problems, experiences and feedback for your company cannot be successfully communicated.
Employing a bilingual answering service helps break down the language barrier, providing a necessary connection between your company and the full spectrum of your customers. It shows your non-English speaking customers that you care about them and desire to better serve them. By letting your customers talk with someone who speaks the same language as them helps build rapport and shows that their business is valued.
Gaining and Retaining Customers
Having bilingual call agents broadens the scope of people your business can communicate with. In some regions, it's a necessity, while in others it is simply an excellent customer service gesture. Non-English speakers, or English as a Second Language (ESL) customers will develop a unique loyalty to your company once they learn that they can rely on you and your bilingual answering service for good support.
Hiring multiple answering services to cover multiple different languages will eat at a company's finances-- instead, hire one whose capabilities include bilingual or multilingual services. This will also ensure your billing, reporting, call management and feedback remains consistent.