For many businesses, today with globalization and the cannibalization of markets, internationalization of customer service is not an option, it is a necessity. The way to grow your business and provide a satisfying shopping experience for your customers is through this decision. For this reason, it is vitally important to know how to internationalize customer service and operate successfully for both customers and the company.
1.- Build an adequate service
Building adequate service is key to success in internationalizing customer service. This service must meet some basic requirements to respond to customer requirements and the needs of the company. For our service to adapt to our consumers and their needs, it must have the three points that we list below:
So that it adapts easily to the challenges of operating in several different countries, sometimes with different native languages, and with certain different business peculiarities.
Full-time availability for the client
And full-time means exactly that; that is capable of operating 24 hours a day to respond and provide solutions to users in different countries. The time in which a customer service could operate during office hours in a given country is over. The rise and popularization of the use of the internet and the internationalization of customer service requires total availability; 24 hours a day, 365 days a year. Tools such as webchat and chatbot facilitate this work, being able to always have staff members working or creating automatic responses.
Knowledge of languages
Employees are brand ambassadors. They are the ones who will communicate with the customer and will be the voice of your company. That is why it is important that they speak a common language, even if it is in different languages. It is also essential that they have the necessary tools to have the information to provide to their interlocutor at the moment, making them satisfied with the answer and, therefore, with the brand.
2.- Relying on experts from the country in which you will operate is necessary
It is essential for the success of the business that when internationalizing the customer service, the collaboration of experts from the country you want to reach is counted on. In each country of destination you must have personnel who have experience in the sector of your business or who have an adequate qualification to work in it. In this way you will be working with valid people who know what they are talking about.
The experts who help you settle in the target country are also a valuable commodity that you should appreciate. Their knowledge at your disposal will greatly contribute to the success of your business.
The training coupled with previous experience will provide you with a team that meets your expectations. Starting from people with an adequate base, you will have to offer them a little training so that they know the products or services, as well as the answers or basic business procedures about which they are usually asked. A good work tool that brings together and automates processes while allowing the employee to have the appropriate information will make such training minimal or even unnecessary.
These interlocutors should be native to the target country. Their language and turns will be specific to the place they will support. If you want to internationalize customer service from a single call center and provide service in several different languages, it is important that you bear in mind that you will need a team that can do it constantly and in each work shift.
3.- Offering good advice will allow you to achieve the best brand image
To achieve it is important that your employees know how to work objectively. They are not sellers, they are people in charge of answering and solving the doubts, questions and problems of users or customers with the brand. Therefore, they should not be eager to sell a product or service, they should strive at all times to solve and satisfy the demands of each client. In this way, the satisfied user will be, with a high degree of probability, a recurring and loyal customer. And, likewise, based on his experience, he will be a prescriber of the brand or a positive reference of its value for his people.
4.- Working with an appropriate customer service management tool, a fundamental step
In this way, your employees will be able to give a satisfactory answer to the demands or doubts of each customer, wherever they are in the world and immediately. By having the data (customer purchase history, basic data of the same, etc …) and the tool to manage them that you need, you can offer personalized attention at all times that will translate into a quick satisfactory response for the customer.
Taking these steps into account will help you internationalize customer service in a simple, profitable and successful way for your business.
With a software like EVOLUTION you can manage your international call center and have a very powerful omnichannel tool that will allow you to offer the optimal service with your client. Many clients already trust us. Contact us!