Chat Support & Language Translation to Improve Customer Service

I’ve worked a lot of customer service jobs throughout my life and while I certainly didn’t enjoy the vast majority of them, I do have appreciation now for what they taught me about the market and how a customer should be treated. A staff that is highly skilled in customer service is a staff that is going to laugh, work hard and please more customers as they pull in more and more revenue while the competition struggles through issues like complacency in the workplace, dissent and other highly stressful situations which can bring down both the quality and production of any workplace..

Although I’ve always prided myself on my great customer service skills, I always wished I had learned a second language. I took several years of German throughout high school but now I only remember the swear words, and never got around to learning Spanish. While this isn’t a big deal on a personal level since I live in Florida and everyone speaks English, it does get pretty sticky when you consider the fact that I work for a successful software company that appeals to a global audience.

Last week alone I spoke with four customers from Germany, 1 from Portugal, 3 from Russia and over 10 from Colombia and Argentina. Lucky for my business, many international customers do have some English education and so we are able to do business, but on a very basic level. They come for what they know they need, and that’s exactly what they get. Because I’m not able to communicate on their level, I can’t be as great at my job. Even if I did somehow retain that  German, it would only help me with a fraction of international sales opportunities..

I don’t like looking stupid and I don’t like not knowing what I’m talking about so I decided to start making all of my web tools work for me. We regularly use Provide Support Online Chat for our company and I can’t tell you how much happier our customers are, and how much lighter our phone volume is. We’re able to link customers directly to points on our website or elsewhere, and can issue price quotes in seconds. Of course, this still means nothing if I can’t read Spanish. But I can read Spanish. I can read Norweigan, Russian, German, Danish, Urdu, virtually anything I need.

By combining the benefits of online chat support with the benefits of FreeTranslation.com, I can finally understand customers from virtually every corner of the world. Now that I understand what their needs are, I can meet those needs and start building a global laoyalty. I used FreeTranslation.com in conjunction with Provide Support to have an extremely productive and confident consultation which lead to a sale. I’m proud of that, and couldn’t have done it without these two important tools!