INSPIRATION

6 Ways Multilingual Bots Affect the Way Brands Communicate with Customers

Dhruv Maheshwari
Founder, Outsourc
Illustrator: Jana Pérez
multilingual-chatbots
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Chatbots have evolved tremendously due to powerful technologies like AI and Machine Learning. Their use has also spread thanks to no-code solutions. Now chatbots are getting better and advanced with each passing day. More and more businesses are going local by embracing multilingual chatbots to interact with customers in their preferred language and diversify their reach.

What's A Multilingual Chabot?

multilingual-chatbot

A multilingual chatbot is capable of carrying out a conversation in several different languages, thus boosting customer engagement, satisfaction, and conversions.Today, such bots have become a necessity for online brands that have expanded their business worldwide.

Since bots have become simpler and cheaper to create, they can even help smaller businesses diversify their reach and grab international customers. Furthermore, chatbots, in general, are one of the lead generation marketing trends to use in 2021!

Businesses are going local and conversing with their customers in their preferred language to jump out of their current market. It helps them grab leads from different countries and develop a broader customer base for boosting online sales!

By embracing multilingual bots, you have an opportunity to go beyond your local market and penetrate the global landscape with an entirely new customer base.

Hence, these bots give you the chance to remove language from the list of barriers to success without putting a strain on your resources.

Why the Need for Multilingual Chatbots?

There's no denying the fact that chatbots have made handling customer queries a breeze for businesses. However, as a brand grows globally, more and more leads expect the interaction to happen in their native language.

If your global brand fails to provide for non-English customers, you are likely losing substantial revenue opportunities.

Even if you are based in the US, selling online, you are likely to have customers all over the world; customers who don't speak English but are interested in buying from in, in interacting with you!While there is no need to cater to every single language imaginable, you should consider going the extra mile for the largest language groups.

How Do Multilingual Chatbots Work?

The workings of a multilingual chatbot depend on the type of chatbot you are working with:

  • A rule-based chatbot can simply offer options of different languages in its first greeting message or your page can load a specific rule-based bot based on the user's IP address or browser settings.
  • An NLP chatbot can either use natural language processing to automatically detect the language of the user's first input or, similarly to the first case, leverage the user's IP address or browser settings to identify their geographic location and language. Many advanced multilingual bots use multi-language models such as LASER, mBERT, BERT - multilingual sentence representations that achieve results by embedding all languages jointly in a single shared space

6 Ways Multilingual Bots Affect the Way Brands Communicate with their Customers

Multilingual chatbots are changing how brands communicate with their customers and potential leads.

They allow your organization to be relevant and relatable in different markets across the world.In such a globally-driven business landscape, it's crucial to understand the various ways in which multilingual bots are transforming the brand's voice:

1. Optimizing Customer Experience & Increasing Conversions

Research shows 76% of customers prefer purchasing products with information in their native language.

What does this mean?

It means that even the customers who speak English as a second language are likely to prefer to communicate with brands in their native language.

When a potential lead engages with you in their native language, it creates a stronger connection and optimizes their overall experience of your brand.

The delightful experience can work in your favor as it increases the customer satisfaction score (CSAT) and optimizes the customer journey.

When delighted customers make the purchase decision, it works in your favor that it means more conversions coming your way!

2. Step Ahead of the Curve With Personalized Customer Service

Seamless customer service is one of the crucial aspects that lets you gain a competitive edge over your competitors in the current market.

For example, if a consumer is choosing between two businesses offering similar products, most will opt for the company providing personalized customer service!

Brands with customer service centers with multilingual bots can quickly support and troubleshoot customers' issues in their native languages.

Thanks to chatbots, the companies don't have to invest money in recruiting labor and spending excessive resources to offer varied language support. Multilingual bots with personalized customer service help you create an exceptional experience that lets you stand out.

It shows your customers that your business prioritizes their comfort, and you care about them more than anything else!

3. Minimize Costs By Saving Investments In Hiring Specialized Resources

When you expand your business to a global scale. To cater to a multilingual customer base, hiring native language speakers and translators can cost you a fortune!Besides spending money on hiring and retaining specialized resources, you will have to invest funds in training them to meet customers' needs by speaking different languages.

However, a multilingual chatbot that you can train based on different customer groups you are targeting is a pocket-friendly alternative. It allows you to provide service in several languages without straining your resources.

4. Expand Your Customer Base by Reaching Out to Wider Audience

Do you have any idea that there might be people in different countries who need your products or services, but because they cannot connect with you or are unaware of your existence, you are losing them!

Having a multilingual chatbot allows you to serve customers having different language preferences and expand your customer base.

By implementing a multilingual bot, you can showcase your offerings, provide seamless support, answer questions of audiences coming from different parts of the world, and hence opening a plethora of conversion opportunities.

It lets you build transparency and trust in your customers and avoid any miscommunication that might annoy them.

Before implementing a multilingual chatbot in your business, you should frequently analyze customers of different languages that come to your contact center. Based on that, you can train your multilingual bot.

Imagine getting out of your geographical boundaries and grabbing many new leads from every part of the world!

5. Boost Your ROI

The logic here is quite simple. The more relevant languages you add to your multilingual bot support, the more prospects or leads are likely to respond or, at least, let you nurture them into paying customers.

Being able to answer leads' queries - or simply entertain and captivate - them in their native languages will build trust from the the first touch point, boosting your conversion rate and impacting the ROI.

Analyzing best customer profiles, analyze which languages are the most powerful for your use case and focus on building a conversational customer journey that supports them.

6. Minimize Turnaround Time for Solving Customers’ Queries

When you deal with customers on a global scale language barrier can increase the turnaround time and create an unnecessary source of frustration.

When your customer support team gets a query in a different language, they likely won't be able to provide service fast enough, relying on automated translations. Likewise, customers asking questions in broken English or them misunderstanding the answers can lead to additional frictions.

A multilingual chatbot can not only ease the stress of resolving an issue by removing the language barrier, it also ensures the information provided is easily understood.Not only will this boost the efficiency of the entire support process, but customers will be delighted by receiving such a prompt solution to their concerns.

Final Take On Multilingual Chatbots!

We aren’t living in the era when businesses were restricted from selling and promoting their offerings in a specific zone! Now, the time has changed, and brands are coming out of their shell.

Multilingual chatbots have gained traction, and they are going to be even more powerful shortly because of advanced technologies such as AI and Natural Language Processing (NLP) as well as advancing rule-based capabilities.

Besides, considering the work from the home trend, multilingual chatbots can help you reinforce your company’s culture in a remote work environment by becoming an integral member of your remote team and optimizing employee experience.

Entrepreneurs have started expanding their business horizons by leveraging multilingual bots in fresh and inventive ways.

If you are still making your language the barrier to your success in such a scenario, then it’s entirely your loss!

From giving your customers a personalized experience to opening up new business avenues and building an impeccable self-service experience, multilingual chatbots can help you grow your brand by leaps and bounds.

Implementing a multilingual bot will allow you to foster a positive brand experience and meet customers where they are.

By leveraging a multilingual bot, you can offer global audiences support without investing resources in new markets or adding extra staff.

You can communicate in the preferred language of your audience, thus leaving them deeply satisfied.

So, if you are ready to go global and connect with potential customers worldwide, multi-language bots can help you in a seamless transition!

Posted on
April 14, 2021
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