Customer communication has evolved beyond traditional phone calls and emails. Nowadays, businesses interact with customers across many channels, ranging from social media and chat platforms to websites and mobile apps. This shift in how we communicate has given rise to omnichannel communication, where companies strive to provide users with a seamless and consistent messaging and support experience across touchpoints.
Omnichannel communication can be extended to multilingual support. Multilingual support refers to the ability of software to understand, interpret, and generate content in multiple languages. This capability enables users to interact with the helpdesk system in their preferred language, making it more accessible and user-friendly for a diverse audience.
Let’s explore omnichannel support and multilingual support in detail.
Omnichannel Communication: Every Channel Leads To Delight
Adopting an omnichannel approach in your customer service means, instead of only offering support through a single channel like a website online, you offer customers support through other channels like social media, mobile applications, live chat, email, or your own custom channel.
With an Omnichannel customer service and support system, your enterprise stays within your customers’ reach. AI-powered customer support software with omnichannel capabilities allows your customer service teams to provide support through any communication channel of the client’s choice.
For businesses, omnichannel support requires integrating various tools and systems to centralize customer interactions while ensuring agents have access to relevant information regardless of the channel used. This approach improves customer satisfaction by providing consistent and personalized support experiences.
Also read: Maximize Service Agents' Efficiency With Intelligent Suggestions
Adding Custom Channels To Your Omnichannel Support
Businesses may choose proprietary email and messaging platforms as their preferred means to communicate with customers and other stakeholders. This is where the custom channel comes into the picture.
What is a custom channel? Custom channels can be any communication channel that an organization prefers. From custom emails to in-house chat channels, you can choose a channel of your liking that can streamline all communication with your business stakeholders.
The first step is adding the custom channel to your ThinkOwl service desk software, which means connecting your custom channel to the service desk and defining what kind of channel it is. You can choose an icon from a list to depict the custom channel in the Omnichannel Inbox visually. After setting up, you can continue handling cases from custom channels in the same way as you work cases from any other channel.
ThinkOwl’s omnichannel inbox ensures all customer tickets — whether they come in through custom channels, email, chat, or social media — are sorted by topic, priority, and responsibility. The Omnichannel inbox allows agents to view cases in a unified inbox and seamlessly collaborate on cases together. On top of it, the AI lends valuable support and gives your support teams contextual information and adequate customer responses.
Benefits Of Omnichannel Support:
- Customers can choose the channel that is most convenient for them.
- It allows customers to contact support in a way that fits their preferences and schedule.
- It enables support teams to handle multiple inquiries simultaneously, reducing wait times and improving resolution times.
- Businesses can reach a wider audience and cater to the diverse preferences of their customers.
- It provides valuable data and insights into customer behavior and preferences, which can be used to improve products, services, and support processes.
Also read: Integrating ThinkOwl’s Chat Tool For Conversational CX
Language Diversity: The Multilingual Approach
Omnichannel customer communication software is backed by multilingual support, bringing additional advantages. This is because comprehending customers and responding in their preferred language work wonders for organizations.
Your service desk software facilitates Conversational AI. That is to say, with the leg up received from natural language processing (NLP) and machine learning (ML), your software is empowered to communicate in your client’s tongue—a strategic advantage if your brand aspires to reach a global audience.
How AI-based Multilingual Translation Works
Using pre-trained machine learning models and algorithms, which have been exposed to extensive datasets, AI scrutinizes customers’ verbal or written inquiries to grasp their intent and meaning. AI analyzes the context of a request, incorporating past customer interactions to categorize and respond to inquiries with greater effectiveness.
AI-powered translation tool comprehends texts’ context, meaning, and style, ensuring precise translations that maintain natural expression. The AI models are continuously trained with new data to adapt to changing language patterns and terms. This ensures that translation quality remains at the highest level. The AI-based solution uses powerful speech recognition algorithms to accurately identify spoken words and convert them into text.
The result? Intelligent and personalized responses boosted with experience underscore the complexity and sophistication of your customer helpline, enabling your brand to delve deeper into your customers’ minds. Build rapport and craft personalized solutions, leaving customers feeling heard and valued.
Also read: Increase Productivity And Simplify Customer Support With Self Service
Benefits Of Multilingual Support
- Multilingual support allows businesses to reach a wider audience, including non-English speakers. This can lead to increased customer base and revenue.
- People are likelier to engage with content in their native language, leading to higher user engagement and satisfaction. This aspect also boosts personalization.
- Multilingual support enables more transparent communication between businesses and customers, reducing the risk of misunderstandings or misinterpretations. It helps grasp the context of your customers and other business stakeholders’ messages.
- Automatic Translation of text or speech from one language to another is possible without human intervention using technologies like machine learning algorithms. It provides suitable responses to customer queries and requests.
In a nutshell, omnichannel and multilingual support allows your brand to leverage Conversational AI, which enables more intelligent conversations with all stakeholders and limitless capabilities that put your enterprise in the league of exceptional CX providers.
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