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:
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
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.
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.
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:
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