There exists in the world of global customer support just two deadly sins: conjecture and sloth.

Too many companies are all-too-proficient in the art of making incorrect assumptions about what kind of support their customers want, where they want it and how they receive it. Other companies are simply too lazy to do anything about it.

But when 75% of your customers are more likely to come back to your brand after a customer experience in their own native language ( Re:solution ), the magnitude of these two sins looks all the more grave.

That’s why it’s never been more important to nail your multilingual customer support.

Below we’ve outlined the 5 biggest tips to boost…

If you’ve been keeping up with any of our recent blogs, you’ll know that Customer Experience (CX) is rapidly becoming the top priority for brands.

Operating in international markets, however, means adding another dimension to your CX strategy.

You’ve taken the leap and gone global; now, your customers are experiencing their journey with you from different geographical locations and with an array of native languages. It makes sense, then, to start investing in that all-important multilingual aspect.

MCX: The Key to International Success

The CSA’s 2020 edition of ‘Can’t Read, Won’t Buy’ highlighted the need for better access to information in languages other than English; their research showing that even where companies are offering multilingual options, localization is often not good enough. …

Think about the last interaction you had with a company. Was it with a live agent? Was it a chatbot? Perhaps it was a human-AI hybrid that you weren’t even aware of.

Artificial Intelligence is becoming more skilled in what was, at one point, the exclusively human art of language, be it analysing sentiment, recognising voice patterns or facilitating translation.

The field of AI in customer service can be complex, but we’re conversely on quite a straightforward, linear path to its global implementation.

Still sceptical? You’re not alone. Just 27% of consumers think that AI is capable of delivering the same standard of customer service as humans ( Zoominfo). …

Witnessing a cardiac arrest: a distressing and pressurised situation in which the average person would probably rather not find themselves.

In such moments, having the knowledge, skills, and confidence to administer CPR or correctly use a defibrillator can mean saving a life. The practicalities of this essential skill might transcend the spoken word, but the technical training it demands requires precise, agile language.

By Lawrence Haywood

Of the many flaws inherent in modern agriculture, there’s reason to consider this as the most devastating:

2/3rds of the world’s poorest people are farmers in developing countries.

These farmers, most of whom earn their living from a plot of land no bigger than a soccer field, experience life as a constant struggle for the commodities that grow beneath their feet.

It’s an imbalance so tilted away from the impoverished that the UN decided ‘no poverty’ and ‘zero hunger’ were their top two sustainable development goals.

Urgency is ripe, and organisations like COSA are truly stepping up…

The process — sending out surveys, gathering the received data and prioritising its conclusions — might seem like a pretty abstract one. It certainly appears to move on quickly from its human starting point, progressing in a linear fashion away from the Bottom of Pyramid (BoP) — the people who support value chains at a grassroots level.

In an increasingly globalised economy, many companies’ value chains have become so complex and far-reaching that they can lack transparency, which limits accountability and inclusion. Those people at the Bottom of the Pyramid need and deserve to be heard — they must literally…

Now more than ever, brands are becoming increasingly aware of the need to create and sustain authentic connections with consumers. While facts, data and stats can demonstrate your credibility in a given market, this is only half the battle. Developing a brand identity that stands out from the crowd can transform your average advertising campaigns into extraordinary ones. That’s where storytelling comes in.

Using stories well can help you engage audiences emotionally, maintain their attention, and make your product or service feel personal. …

It is a truth universally acknowledged, that bad translation can cause big problems in business. We’ve all heard about companies learning this the hard way with infamous translation fails. So how do you avoid these pitfalls? The answer is good localization. It’s easier said than done, but by taking the time to do more than just a literal translation, you’ll improve your credibility, relatability and longevity in the global market.

#1. Understand your target audience

We mentioned the importance of international market research in our introduction to marketing localization, but let’s dig a little deeper here. Localizing for any foreign market is about much more…