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Customer service retention champion

How important is good global Customer Service?

Turn your Global Customer Service department into a customer retention champion!

International brands can reach a larger audience and enlarge their markets more cost-effectively, but at the same time, increased competition means that customers can use more alternative companies. If customers are dissatisfied with a current supplier, then the competition is only a few clicks away. This increase in competition has raised the bar for customer support. Customers continue to expect to have a great service from start to finish, from your web presence to after-sales support, no matter where the company is headquartered.

There are several different ways to address customer satisfaction and drive customer retention. Here are a few key points to consider:

Have a dedicated manager

“A customer is 4 times more likely to buys from a competitor if the problem is service related vs. price or product related”

Often neglected, especially when your Customer Service operation is small, this is an important point that goes beyond to having someone to manage the team and metrics; it is to have someone dedicated to understanding how opportunities can be leveraged to achieve the best outcome possible.

Your customer service team can solve day-to-day issues as well as resolving any complaints or requests. However, if your team is covering a global remit, it’s not possible for them to speak every language that your product or service is sold in. That’s why integrating your portal and workflows with a professional translation company can help. See how our portal connection with WordsOnline delivered fully translated and reviewed responses within minutes.

See our Multilingual Customer Support case study for more information – Multilingual Customer Support Case Study Download | Jonckers

Have a clear branding strategy

“55% of customers find having consistency across channels the most important thing in Customer Service.”

Branding strategy is mostly planned and executed by your marketing and production departments, but Customer Service is how your customers perceive your company after your solution is purchased. To help increasing retention, your branding strategy must be clear, otherwise your Customer Service is unable to keep your image in the way it was first presented and may be too formal and impersonal or even sound robotic in their support, improving the chance of your customer go over to the competition.

Include Customer Service in your customer journey​

“86% of buyers will pay more to have a better customer experience, but only 1% feel that this is met by vendors.”

Most customer journeys end after they leave your site or store, but Customer Service can also be part of it, and actively reach out to customers who abandoned carts or who are not yet sure if your brand is the best fit for them.

When companies adopt this approach, some opt for choosing automated messages or templates as a follow-up, but for your company to have business edge over your competitors using automated services and increase retention, having something tailored for a given audience is paramount.

The elephant in the room

“Out of the 3,200 people interviewed, 46% expect companies to reply to emails faster than 4 hours and 90% view an instant response, of 15 minutes on average, as either crucial or very important.”

To avoid an exponential increase in costs created by having in-country Customer Service offices, companies rely on language service providers to translate all messages exchanged with customers, but this ends up creating a myriad of issues such as finding a company able to comply to data protection regulations while also having a fast turnaround time, keeping your branding strategy in mind when translating and delivering a superb Customer Service for your company as a client.

We can help you achieve all the above with a price tailored to your needs and budget.

Jonckers takes all the points mentioned in this article seriously:

  • All localization requests are overseen by a dedicated and native quality manager
  • Our online platform allows us to leverage our expert linguists pool and deliver small requests as soon as a few minutes after it was made available
  • Your company has the support of all the people you need to receive exactly what you need, and in case of rare problems, to solve it in a fast and adequate manner

Reach out now at to request a quote, and see how we can help you making your Global Customer Service a champion in customer retention!


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