Customer care has evolved dramatically from the days of the printed user manual and telephone support. Internet users are growing by the millions and users now have the option to access digital support content that exists in knowledge bases and other self-service portals on the web.
Customer Care is a critical function within any company as it is the primary interaction that most customers have with companies, post sales. From the customer’s point of view, customer care can mean a lot of different things, from getting an answer to a question, to requesting information about a product, to conducting research about new products, to getting help with a bug fix or product update.
The volume of information that is created for new products, and to support existing products is increasing exponentially, and that new content is created at an incredible pace. In a typical large enterprise, hundreds to thousands of new knowledge base and customer care entries are created each day and this content needs to be managed and distributed within the organization and to the customer base. Customers benefit from this information because they are able to access the information they need in order to solve problems and answer questions.
The roadblock for many organizations is in providing large volumes of information to their customer base in several languages, while controlling costs. While the ideal solution is to have multilingual speakers in every call center to effectively help customers around the world, and to hire human translators to translate every knowledge base entry, these options are not feasible. Call centers average $30 per call, and human translation of time-critical knowledgebase content simply isn’t fast enough or cost-effective enough to justify translating an entire knowledge base. Companies need to provide regularly updated, timely, multilingual information to their customers without breaking the bank.
Companies typically measure the success of customer care on cost containment and/or enhanced revenue; at $30 for each support call, it is easy to see why cost containment is important. However, from a customer’s point of view, finding the information they need to solve their problem or answer a question is the more important measurement of success.
Because these objectives can be in direct conflict with one another (i.e., contain costs but increase customer satisfaction and revenues), customer care organizations need a cost effective strategy to reach customers and provide them with timely customer care information in the language they prefer.
Language Weaver’s solutions help companies meet these customer care challenges and objectives in a straight-forward manner. Language Weaver empowers organizations to provide all of their customers with the same depth of information for self-service, regardless of the language they speak.These challenges are further complicated by contradicting business objectives laid out for the customer care organization. Most customer care organizations are tasked with one or more of the objectives below. While each company will have its own specific objectives, at a high level, these are the most common.Customer Care is a critical function within any company, as it is the primary interaction that most customers have with companies, post sales. From the customer’s point of view, customer care can mean a lot of different things, from getting an answer to a question, to requesting information about a product, to conducting research about new products, to getting help with a bug fix or product update.
Language Weaver delivers a solution that cost effectively lets organizations translate everything in near real-time. Gone are the days of identifying a few select knowledge base pages for translation – here to stay is the ability to provide customers with all of the support information they want, in the language they prefer.
Language Weaver’s translation products learn to translate by example so the software is easily trained to match the vernacular of any organization, and to produce fluent, meaningful translations for customer care.
Interested in learning more about how Language Weaver can help your customer care organization reduce costs, improve customer satisfaction and enhance revenues?
Language Weaver's Solutions for Customer Care: 4 Steps to Success >>