1. Knock Down
Language Barriers
GLOBAL OR LOCAL, EACH CUSTOMER IS VALUABLE, AND SHOULD BE
TREATED (AND TALKED TO) AS SUCH.

2. Customer Experience is
extremely important…

3. …No matter
what channel
your customers
are using.
IMAGE SOURCE: SURVIVING THE OMNICHANNEL WORLD

4. ….No matter
where your
customers are
located.
IMAGE SOURCE: GLOBAL MARKET, GLOBAL CUSTOMERS

5. …No matter what
language they
speak/read/write.
IMAGE SOURCE: ESCONDIDO PUBLIC LIBRARY

6. “Customers today are more diverse
than ever and their support
expectations are at an all-time high.
It’s nearly impossible for an
organization to meet those
expectations if their customer service
agents are unable to understand and
relate to a large segment of their
customer base.”
-
JIM TIERNEY, LOYALTY 360

7. Let’s focus on the
online world…

8. Common Sense Advisory Survey
Says…
 72.1%
of consumers spend most or all of their
time on websites in their own language.
 72.4%
of consumers said they would be more
likely to buy a product with information in their
own language.
 56.2%
of consumers said that the ability to
obtain information in their own language is
more important than price.

9. Meanwhile in Europe…
 Nine
out of 10 Internet users said that, when
given a choice of languages, they always visited
a website in their own language.
 Nearly
one in five Europeans (19%) said
they never browse in a language other than
their own.
 42%
said they never purchase products and
services in other languages.
Source: User Language Preferences Online

10. Put yourself in your
customers shoes

11. and you’ll build a
relationship.

12. Speak your
customer’s language

13. and you’ll gain their
trust!

14. “
Your customer doesn’t care
how much you know until they
know how much you care.
- DAMON RICHARDS
”

15. ICMI research with executives,
directors and managers from every
major industry across the U.S. and
abroad, found…

16. 
Over half realize that offering support in a customer's
native language is a competitive differentiator

72% said support in a customer's native language
increased their satisfaction with customer support,
while 58% said it increased loyalty to the brand

58% said their internal agent productivity and
efficiency improved once they partnered with a
language interpretation service

Over 70% said their multilingual customers were
positively impacted by having language
interpretation services

17. It’s not just about the
overall experience, it’s
about the service too.

18. SOURCE: THE BAD COST OF CUSTOMER SERVICE

19. You can’t resolve a
complaint, if you don’t
understand the language
the complaint was given
in.

20. You might be thinking,
“But we’re not a global
company.”

21. “Most people don’t realize that
there are over 300 languages
frequently spoken within the
United States!”
-
SARAH STEALEY REED, ICMI

22. You may not be global, but the
U.S. is one big melting pot, and
your local customers might
have a global background.

23. “Organizations with a high degree of
multilingualism – not to mention, an
understanding and respect for other
cultures – will commit fewer mistakes and
increase efficiency, productivity, and
quality.”
REDUCING THE IMPACT OF LANGUAGE BARRIERS - FORBES LANGUAGE STUDY

24. A global service framework enables
organizations to:

Deliver a consistent brand of service and
support across geographies

Standardize service processes for increased
efficiency

Increase collaboration and best practice
sharing between various geographies

Take advantage of shared services across
multiple geographies thereby removing
redundancies but also offering economies
of scale
SOURCE: Meeting Service Expectations Globally
IMAGE SOURCE:
OPERATIONAL EXCELLENCE GOES GLOBAL

25. In other words – Companies
need to get on board with
multilingual capabilities.

26. How?

27. We have a couple
solutions…

28. Add-ins to the Oracle RightNow and
Salesforce CRM platforms
Talk to your customers
by automating human
and machine
translation processes
for both your FAQ and
Help Desk email
content.
Click on the icon for
more information
Click on the icon for
more information

29. Always remember…

30. “
Although your customers won't
love you if you give bad
service, your competitors will.
- KATE ZABRISKIE
”
Speaking of competitors – do they have global or multilingual capabilities and services?

31. Thank you!
ask@linguistnow.com
(781) 990-1282
@languageio
@linguistnow
https://www.linkedin.com/company/language-i-o