How can multilingual call centers help online retail brands?

ecommerce concept smartphone store with customer service agent on screen

More and more customers are falling in love with online shopping, but are you delivering the quality of customer support they deserve?

woman receiving delivery through door smartphone screen

A growing number of entrepreneurs are starting to favor ecommerce over brick-and-mortar stores, mainly because of lower startup costs. Taking your business online means you no longer have to worry about renting a commercial space, interior upkeep, and utility fees. Plus, online selling lets you catch all possible sales. Shoppers can “visit” your store, load up their shopping cart, and pay anytime they wish, as you’ll be operating on a 24/7 basis.

The allure of online shopping isn’t exclusive to entrepreneurs. Just early this year, American consumers said they bought more from the web than physical stores. Data show that shoppers made 51% of their purchases online, compared with 48% in 2015 and 47% in 2014—a development perhaps spurred on by the rise of mobile and paperless payment solutions.

Consumers opt to buy from web-based retailers because it’s effortless. In addition, the array of products being offered by online stores is wider, as these are typically pooled from a variety of suppliers. Consumers also get to cut back on extra expenses such as transportation and eating out in restaurants.

The global power of online retail

From a marketing perspective, ecommerce expands the reach of businesses in a low-risk way. Through social networking sites and a combination of multimedia content such as photos and videos, it has become easier to spread brand awareness even to foreign countries. Once the strategy is ready, it only takes a few clicks to tap into rich markets regardless of geographic and time gaps.

hand holding credit card to smartphone with shopping basket on screen

Of course, setting up the logistics is another prerequisite. For instance, online stores need to partner with foreign shipping services and open up more payment options to keep everything hassle-free for the customer. If brands can find a way to sell their items without added costs, then all the better. Bottom line is, if you want to be popular among foreign target markets, you need to convince people to be loyal by providing them high-quality services.

However, when we talk about customer loyalty in an international market, brands often overlook the fact that they’re dealing with a multicultural sector. So even though it’s easy to raise brand awareness with the aid of the internet, building sustainable relationships is entirely another matter. The marketing and customer service tactics that brands must develop and implement are those personalized specifically for the intended audience. This is where multilingual call centers come in.

The Role of multilingual providers

customer service agents in call center cubicles with different country flags on computer screens

Speaking the language of customers will always be one of the best ways to connect with them on a deeper level and, at the same time, make them feel special. For online retail stores, having multilingual agents represent their brand is beneficial. Most customers seek assistance before they make a purchase or add items to their shopping cart. They may call to ask additional information about a product or solicit advice on which items can meet their needs. Others may need help with technical matters, such as unresponsive webpages or features that aren’t working. Most importantly, customer service is crucial during the product distribution phase, as online shoppers usually make a lot of follow-ups regarding the whereabouts of their orders.

If brands can’t speak their customers’ language, they’ll lose plenty of sale opportunities. In addition to this, the relationships they’ll build with customers may end up being short-lived, as they aren’t founded on trust and understanding. On the other hand, partnering with a multilingual call center will allow you to communicate better with your customers. This makes transactions faster, easier, and a lot more memorable.



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