24/7 multilingual support for global growth and retention

As globalization continues to take effect, businesses are no longer confined by borders or time zones. To thrive, companies must cater to a diverse, international audience. 

Poor customer service drives away your client base. Statista noted that this was the reason customers broke off business relationships, hitting its peak in 2017 with 54% churning. 

One effective way to ensure global success is to offer 24/7 multilingual support. This customer service model lets businesses always be available in multiple languages to assist their customers.

Not only does this improve the overall customer experience, but it also opens doors to new markets, increases market share, and boosts customer retention. 

In this article, we will explore how multilingual 24/7 support helps businesses achieve these objectives.

24/7 multilingual support: An overview

24/7 multilingual support refers to a customer service framework where assistance is provided in multiple languages and is available around the clock. It aims to accommodate the global customer base by overcoming both language and time zone barriers. 

Businesses offering such support systems ensure that their customers can reach them at any time of day and in their preferred language. 

This system typically relies on a combination of:

• Human support agents
• Artificial intelligence (AI) tools (e.g., chatbots) 
• Translation software

These resources work to manage inquiries across various platforms, including phone, email, and live chat.

3 key benefits of 24/7 multilingual support

Let’s explore the advantages of 24/7 multilingual support for businesses:

1. Global reach

One of the most significant advantages of multilingual 24/7 support is its ability to facilitate global reach. 

Businesses are not usually equipped to serve customers in their native languages. However, in doing so, they effectively break down barriers that would otherwise limit their operations to certain regions. 

Customers across different countries, cultures, and languages feel more valued when companies communicate with them in a language they understand. 

This localized approach not only improves customer satisfaction but also opens up opportunities to enter new markets without the fear of language constraints. As a result, businesses can establish a global presence more effectively.

2. Increased market share

As companies expand into new regions, their potential to capture a larger market share increases. 

A 24/7 multilingual support plays a crucial role in this process. Aside from continous support, companies can engage with non-native speakers, who may represent a significant portion of their target audience. 

By combining both multilingual and round-the-clock support, companies position themselves as inclusive, reliable, and adaptable. This gives them an edge over competitors that fail to offer similar services.

3. Higher retention

A key component of customer retention is the ability to maintain consistent and effective communication with clients. 24/7 multilingual support offers a personalized experience that makes customers feel understood and valued. 

Resolving issues in clients’ preferred languages and ensuring that help is always available when needed can foster deeper client relationships. 

Rapid responses made possible by 24/7 support also reduce the likelihood of customer frustration, preventing churn. 

Satisfied customers are more likely to return, make repeat purchases, and even recommend the business to others, directly contributing to higher retention rates. 

Adopting 24/7 multilingual support with Datamatics

Datamatics, a leader in business process management, provides comprehensive solutions to help businesses implement 24/7 multilingual support efficiently. 

Its Customer Experience Management Solutions are powered by a blend of human expertise and AI technologies, ensuring seamless customer interactions across multiple channels. 

By partnering with Datamatics, businesses can leverage omnichannel contact centers that are not only multilingual but also powered by AI. 

These centers provide enhanced customer experiences by personalizing interactions and addressing queries through intelligent automation. 

Whether through chat, email, or voice, Datamatics ensures customers have continuous access to support in their preferred language. 

Connect with Datamatics today to access a new field of customer support!