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End-to-end multilingual customer care to support international customers
Customers are always more likely to buy online when the website and aftercare are in their own language. But securing multilingual services can be expensive – excellent customer service requires an understanding not just of language, but also culture, colloquialisms and nuances of tone. Often, achieving this with additional service centres just isn’t feasible in terms of costs and economies of scale.
Our end-to-end modular multilingual solution blends the latest digital services and technology with our behavioural science capabilities and experienced multilingual advisers to provide an enhanced experience for your international customers.
From translating and localising your digital content for your target market, to optimising your content for a seamless purchasing journey, to implementing the latest artificial intelligence (AI) technology, we provide a positive self-service experience for your customers.
When an agent interaction is needed, you can either move the conversation to our technology enabled, native quality speakers in our remote and on premise contact centres across the UK, South Africa, Europe and India, or utilise our multilingual conversational AI software. This provides real time translation, enabling high quality human conversations across 50 languages without recruiting multilingual speakers.
And you can be reassured that we know what we’re talking about: we’re the largest provider of customer management in the UK and Switzerland, a leading player in Germany, and trusted by major brands with a reputation for great customer relations – including The National Trust, O2 and Tesco Mobile.
Key statistics
20,000+
agents internationally
No. 1
provider of customer management in the UK and Switzerland and no. 2 in Germany
30
languages spoken across our global delivery centres
100m+
Omulti-channelled customer conversations every year
How we help
01
Keyword optimisation
As purchasing journeys usually begin on a search engine, we optimise – rather than simply translate - clients’ websites to ensure keywords are accurately aligned to target languages and cultures.
02
Improving site navigation
We focus on offering a simple, intuitive experience to customers on your website, using our digital expertise to ensure your products, information and aftersales are easy to find for a seamless customer journey.
03
Tailoring to a global audience
No matter what languages your customers speak, we understand the importance of tailoring your website to their location, language and culture – so it feels like home.
04
Multilingual AI-powered conversations
For extra help, customers can chat in any one of 50 languages to our advanced conversational AI smart chatbot. It learns as it goes, reading your webpages to provide on-brand answers – without pre-loaded responses - 24 hours a day.
05
Multilingual advisers for complex queries
If the query can’t be answered, our conversational AI platform passes it to one of our specialist multilingual advisers, supported by real-time assisted conversation technology to prompt and recommend actions, leaving them free to listen and help the caller more effectively.
06
Real-time translations
Our conversational AI platform can also be linked with our SmartMATE software, which translates in real-time to enable all advisers to support international customers.
