Multilingual customer service without extra staff: here’s how

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Imagine this: a customer calls with a question about his pension, but does not speak Dutch. Or someone wants to renew his energy contract via chat, but types his question in Greek. How do you ensure that these customers are well served without having to deploy an entire multilingual team?

More and more organizations are having to deal with foreign-language customers. But setting up a complete multilingual customer service team is expensive and practically challenging. Fortunately, there is technology that not only translates chatbots, but also converts live chat and voicebot conversations to the correct language in real time. Without delay!

Why multilingual customer service is a must

Don't be too quick to think, “We only work in the Netherlands, this is not an issue for us. Even if you don't operate internationally, you probably already have foreign-language customers. Think expats, foreign students or people who speak a different language at home.

Language can be a barrier. A German-speaking customer who has a problem with his contract and doesn't get help in his own language will drop out in frustration. An English-speaking customer who doesn't understand his insurance policy becomes insecure. Good multilingual support provides clarity and prevents customers from dropping out or having a negative feeling about contacting your organization.

The challenges of a traditional approach

The most obvious solution for a multilingual live chat? Hire foreign-language customer service agents. But that comes at a hefty cost. Moreover, it is difficult to always have an employee available who speaks exactly the right language. And what if a customer calls outside office hours?

Another option is to hire an external call center or translation service. A great option, but the downside is that you lose control over the quality and speed of your service. No one wants to wait minutes for a generic translated response that doesn't match the question or doesn't fit your communication style.

Some organizations solve it with translated FAQs and help desk articles. Handy for standard questions. But as soon as a customer wants to know something specific about, say, a payment arrangement or contract terms, they get stuck. That leads to frustration and extra work for your customer service department.

Why a multilingual chatbot alone is not enough

Many organizations are already deploying chatbots that can answer questions in multiple languages. This is a step in the right direction, but it often stops there. Once a customer wants to talk to an employee via live chat, the language support falls away. Or if a customer calls the voicebot, it is limited to only a few languages. This creates an inconsistent experience: the chatbot works perfectly, but as soon as human contact is needed, another language barrier arises.

Therefore, it's important that multilingual support doesn't stop at the chatbot, but continues into the live chat and voicebot as well. Using software that translates all customer interactions in real time keeps the experience smooth and consistent.

How Seamly makes multilingual customer service accessible

With Seamly, multilingual customer service becomes accessible without the need for additional employees. Automatic translations in chatbots, live chat and voicebot conversations ensure that customers are helped in their own language, without interruptions or misunderstandings.

Suppose a Polish customer asks via chat how to change his address. The chatbot translates his question and answer, but if the customer then switches to an employee, communication remains smooth. Seamly ensures that multiple interactions are translated, from chatbot to voicebot to live chat.

Seamly also offers a solution in telephone customer service. A smart voicebot can understand, translate and answer questions in different languages. For example, a Spanish-speaking customer can ask a question and the voicebot will understand, translate and answer it in Spanish. Should an employee still be needed, the call is seamlessly transferred to the live chat through SMS authentication. This way, customer and employee can continue to communicate in their own language. A nice bonus is that the voicebot can prepare things in advance so that the employee knows what the customer is contacting it for.

The benefits of AI-driven multilingual customer service

By using technology smartly, you not only save costs, but also provide better service. Here are the key benefits:

• Cost savings: No need for additional multilingual staff, but service in multiple languages.
• Scalability: Whether you need five or 50 languages, technology grows with you effortlessly.
• Faster response times: Customers get an immediate response, with no waiting time.
• Consistent service: Customers don't notice any difference between a chatbot, live chat or voicebot. All interactions flow smoothly in the same language and in your tone-of-voice.
• Higher customer satisfaction: Customers feel taken seriously and helped in their own language.

How to get started?

Want to help customers in multiple languages in your chatbot, voicebot and via live chat? Then start with the steps below:

1. Check which languages you really need

Look at your customer data. Are there many questions coming in in English or Turkish? Are there certain target groups that contact you more often? Start with the most common languages and only then expand.

2. Determine your channels

Do your customers primarily use live chat or telephony? Not every channel needs the same approach. An integrated system like Seamly that provides translation for chatbots, live chat and voicebots ensures the most consistent experience.

3. Test and optimize

Run tests with different languages and customer scenarios. How well do the translations work? Does the chatbot understand complex questions? Make sure the system keeps improving through data analysis and feedback.

4. Monitor performance

Keep statistics: How quickly are questions resolved? How satisfied are customers? Where do they drop out? This helps to continuously improve and make your customer service even more efficient.

Multilingual customer service without additional staff? It's possible!

Customers expect service in their own language. But that doesn't have to mean expanding your customer service team. With smart AI-driven translations that include not only chatbots, but also live chat and voicebots, you can help customers worldwide without high costs.

Make sure your service is accessible to everyone, no matter what language they speak. At Seamly, we'd love to help you do just that. Contact us to discuss your options.