According to many reports, almost 65% of the people who use social media prefer to seek information regarding products or services digitally. This is exactly the reason why 62% of the brands around the world use digital means to communicate with their customers and clients all over the world.
Using digital media to communicate with the clients and customers and dealing with their queries reduces the cost CRM dramatically. The response time of companies also decreases, resulting in happier customers worldwide.
According to a survey, around only 20% of the people who do not speak English feel comfortable with information provided in English. 40% of the people who couldn’t get their problems resolved call the company, which escalates the cost of cost-per-call for the companies. These costs can increase to millions of dollars, causing wasted in unnecessary resources.
Many companies (11% according to a survey), do not provide satisfactory services that leaves customers unhappy and had negative feelings towards the companies. This mostly happens when companies do not deal with issues on time and leave the customers hanging and lose loyalty as a result.
Here are 3 ways you can improve your online customer service metric that can help you improve with language services:
Social Media Response
More than 50% of the respondents said that they expect an answer or feedback from companies within an hour, and most ideally within 30 minutes of lodging their complaints or questions. Companies that take time ranging from a day to more than that should not be surprised to find out that their customers are unsatisfied and unhappy with their services. To solve this problem, there are tools that can handle real-time language translations, which enables you to reduce your response time regardless of the language of the customer.
Speedy Resolution of Problems
Customers are very demanding and because of the availability of many substitutes in the market, they tend to switch to competitors if they aren’t satisfied. So not only do they seek a faster response time from companies, they also want quicker resolving of their complaints and problems.
A small number of people on social media websites feel their problems are resolved quickly. You can however evade this problem by providing your customers with support options like forums and communities. Many real-time language translating live chat options also help customers get answers to their questions as soon as they post them.
Response Rate
Response time can determine the success of your response team and the number of queries they handle in a given time. Real-time translating services will enable your teams to resolve issues quickly and keep the customers happy. Decreasing the response time of customer queries can improve your company’s image drastically.
So make sure to use these tools to improve your customer service metrics online and fare better with your customers around the world.