How Language Impacts the Customer Experience and Your Bottomline

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How Language Impacts the Customer Experience and Your Bottomline

  1. 1. How Language Impacts the Customer Experience and Your Bottom Line Capture more market share by offering multilingual forums and live chat as customer service channels $45,000,000,000,000 The economic potential of online communication © 2014 Lionbridge l www.lionbridge.com Contact Us for a Live Demo THE SOLUTION THE CHALLENGE Previously there were only 2 options to address the language challenge... 1. Set up local contact centers & hire multilingual or native-speaking agents 2. Force customers to English-only conversations Consequences… • Expensive, unscalable & low traffic business model • Increased volume of costly support calls 1. Silo customers into language- specific forums & hire native- speaking SMEs 2. Force customers to English-only forums Consequences… • <10% of non-English speakers will contribute to an English-only site • NO knowledge sharing Chat Community Support Channel Costs (Price per customer interaction) Manage variations common in digital communication Proper Names & Branded Terms Regional & Industry Specific Vernacular Understandable & Actionable Translation Slang, Typos & Misspellings Cloud-based SaaS solution Seamless integration with Customizable to your brand & terms Security & Privacy Assured Immediate ROI onDemand Functionality Defelction of Costly Support Calls INCREASE CUSTOMER SATISFACTION & BRAND LOYALTY + Increased participation + Improved global SEO + Expanded reach of global super-users + Reduced cost of administration Multilingual CommunityMultilingual Chat + Improved conversion rates—Customers who use live chat while shopping are 7.5x more likely to buy + Decreased time-to-resolution + Efficient utilization of existing agents $0.06$39$77$162 CHATEMAILPHONE COMMUNITY (SELF-SERVICE) 10%90% 72% Yet 72% of web users are NOT native English-speakers 90% of online business is done in English And only 10% of online content is being translated How Does Language Impact Your Brand? 75% of non-English speakers will not buy from an English-only site Only 20% of non-native English speakers are comfortable with English-only support 20% 75% Enable global engagement & multilingual communication with a real-time automated translation solution Machine Translation Intelligent & Accurate REAL-TIME This is possible by combining Lionbridge’s Localization Expertise with Microsoft Translator— The Industry’s Most Advanced Machine Translation Engine + Zimbra (Telligent) + Public API + ISL Online + Lithium + LivePerson + Moxie

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