Ways multilingual chatbots improve customer experience
Jul 28 • 4 min read
Amid the added demand on customer support agents during COVID, chatbots proved to be the ultimate companion. It is evolving every year. Now, there are no-code solutions making life easier for business owners who aren't technically savvy. With the adoption of technologies like AI and Machine Learning, chatbots are now becoming multilingual, helping businesses go local and more diversified.
As the name suggests, multilingual chatbot carries the conversation in different languages. Embracing multilingual chatbots boosts customer satisfaction, engagement and conversions. The more the business goes online, the more the language barrier needs to be smashed.
As people become more aware of the technology, they have understood the importance of bots. With the increasing demand for bots in the market, availability is also increasing. Multilingual chatbots are proving to be the best lead generation tool to use in the current scenario.
Businesses are breaking all the boundaries by going across the globe. With online platforms and with giving global services, people are becoming language centric. To increase sales and boost the leads, they opt for the languages according to the customer.
Remove that strain of language barrier from your business, and go beyond that with multilingual chatbots.
Moving ahead with language-based services is the new way to attract customers. Competition on a global level created the need to go the extra mile for customers. Customer handling with the help of chatbots has made life easier for businesses. Communicating in native languages plays a vital role if you want to cater to a global audience.
Your customer base might not be comfortable in English, but they might be interested in the products. The services and offerings you have might attract them. The barrier of language should not be a reason to lose your substantial leads. You can generate more leads by using AI for your business.
While working for customers, you might not be able to cater to all the languages. However, you can surely target the biggest group of languages. You might own a business from India but serve in the UK. From around the world, you can get business by taking it online.
What technologies are used by multilingual chatbots?
The technologies used by your multilingual chatbot depends on the type of chatbot. For instance:
Rule-based chatbots initiate the conversation by giving options in various languages. The greetings give the language option. Or it gets specific with the help of IP address and browser settings.
NLP-based chatbots generally use natural language processing to detect the language. It depends on the user's input. However, it can also work by fetching the IP address of the user. With the help of browser settings and location, the bot can set the default language.
Multilingual chatbots have introduced businesses to a new way of communicating with customers. They bring potential leads and allow customers to understand the services in their native language.
Chatbots are the voice of the brand. So, global brands must understand the importance of language.
1. Increased Conversions
Globally, companies make the English language its face. It is because people understand English and adopt international products. A study showed 76% of people tend to purchase the product if the communication language is their own.
A huge part of customers have their language as their preferred one. For them, English comes second. So, they prefer to communicate in their native language. It makes a strong connection and optimizes the customer experience. It also helps in increasing CSAT.
If the customers are happy, you can see more conversions are coming!
2. Personalized Services
The current landscape of business is global centric. Which also leads to more options for the customer. So, if a customer can choose between two rivalries, they will prefer one targeted to them. Personalized services are the key to a customer's heart.
Multilingual chatbots work efficiently with various languages. The process will be a little costly if you think about hiring human agents for multiple languages. Chatbots can offer immediate support to customers. They leave behind delightful experiences and make you look unique. You can deploy chatbots to enhance the CX for your business.
It shows how much you care for your customers and how important they are to you!
3. Reduced Cost
Global recognition of your brand sounds aspiring. But to consider, you need to understand the management of finance. For taking business globally, with different customers, hiring human agents will cost you a lot of money. Hiring and training for the culture of various places will cost you a fortune.
A multilingual chatbot is a pocket-friendly alternative for your business. You can invest a significant amount in other strategies of your business to market and provide services to the customers. And leave them with an overwhelming experience.
4. Increased ROI
Bringing business from around the globe is not an overnight task. Languages in your business might increase gradually, increasing the number of leads. You can also bifurcate the preferred communication medium with your existing customers to retain customers you already made.
The bots here can provide the services in their language. Or you can offer them products based on previous purchases, which is a vital touchpoint for them. It will then increase your conversion rate and will boost up ROI.
Are you ready?
To go global!
If you nodded YES, then here you go. Break all the barriers, support your customers with their language. It's now or never!