When it comes to adopting new applications, a minor oversight needs your attention. Can you spot it? Most software applications default to English, but many of your end-users, spread across different regions, may not be native speakers.
The oversight: they struggle to understand how to use the application, which affects its overall adoption.
For a minute, let’s think about who’s using these software applications. They could be your floor staff, field salespeople, call center executives, insurance agents, or even customers. These are your last-mile users.
Now, we want you to think of any applications you’ve come across. These platforms offer numerous features, functions, and processes—such as creating contacts, nurturing leads, and maintaining records in a CRM.
While the navigation may be intuitive for tech-savvy users, it can be complex for those less proficient with technology. If the application's language isn't one they understand, how can we expect them to adopt it?
Thus, these last-mile users need clear, real-time instructions in their language.
Once you recognize this, it becomes clear that providing your users with multilingual support isn’t just a nice-to-have—it’s essential.
In this blog, we’ll explore why multilingual support is the need of the hour!
What is Multilingual Support?
Multilingual support means providing help and information in multiple languages so that users who speak different languages can easily understand and use a software application.
In last-mile tech adoption, multilingual support ensures that, even in the final stages of getting people to use and fully understand new technology, everyone can access clear instructions, regardless of their language.
This is especially important for frontline workers such as call center staff and field salespeople. When information is available only in one language, it may be difficult for them to learn because they come from diverse backgrounds, geographic regions, and remote areas.
Multilingual support helps bridge this gap, making the technology accessible to all users, regardless of their language.
Why is Multilingual Support Essential?
Let’s look at some benefits of multilingual support for your business.
Offering application support in multiple languages can make a big difference, whether it's for helping customers or training employees. We’ll see how it can improve different parts of your business and help you succeed!
1. Build Brand Trust and Meaningful Customer Relations
- The language-based connection between customers and the brand is long-lasting and effective. When brands use multilingual platforms, they are improving their customer satisfaction score.
- A CSA Research report found that over 58% of businesses offering multilingual support have more loyal customers. From the customer's perspective, it's not hard to understand why.
- When a brand communicates with its customers in only one language, there is a risk of miscommunication because the customers might not understand what the brand is attempting to convey.
- By providing multilingual customer service, you can solve this problem and provide explicit support to your customers, allowing them to trust your products, services, and brand more.
2. Create a Competitive Advantage
- Customer’s purchasing decisions are logical and emotional, especially in highly competitive or saturated markets.
- By offering tailored support in your customers' preferred language, you increase the likelihood that they’ll choose you over your competitors. It's a powerful way to build trust and carve out a special place for your brand in a crowded market.
- Ultimately, multilingual support strengthens your position as a global brand. So, if you aim to lead your industry's next big technological revolution, why limit yourself to just one language? The market opportunities are vast, and your software should be, too.
3. Get Rid of Long Queues of Customer Tickets
- One effective way to reduce customer tickets from international clients is by providing product guides expertly translated into local languages.
- Also, make sure your global customers know they can access native language support, whether through a translated FAQ page, voice instructions, or social media teams that respond in multiple languages.
- Localization of your information, such as product details, user guides, and information systems, ensures that global clients receive clear and accurate instructions.
- Tools like Gyde can enhance this experience by offering personalized user support and filtering FAQs by role, location, and browser page.
4. Compensate for Product or Service Drawbacks
- Many customers are turned off by product issues and long wait times for customer service. However, according to Intercom's survey, more than half of clients may be more tolerant of these issues if they receive excellent customer service, including their native language support.
- In fact, 58 percent of respondents said they would be willing to wait longer for customer service in their native language. Around 29% of businesses have lost clients due to a lack of multilingual support.
- Thus, to counterbalance any weaknesses in your product or service, providing multilingual support is important.
5. Smoother Networking Across Business Units
- Rerouting calls to a country where the advisor speaks the customer’s native language or where a contact center has specialists in that language is a key strategy in global contact center management.
- This approach helps you efficiently handle multilingual customers and manage fluctuations in call volume. Here, multilingual support acts as a crucial asset, especially if your company is experiencing rapid growth.
- For example, if your U.S.-based startup expands into China, having advisors fluent in Mandarin can greatly improve customer support and boost your success in the new market.
6. Enhance Learning & Training
- When your training materials are only available in English, employees who are not fluent in the language might struggle to grasp the content fully. This can lead to confusion, slower adoption rates, and ultimately, less effective training.
- Providing multilingual support addresses this issue by offering training resources in the languages that your employees are most comfortable with.
- Imagine a new software rollout where the training materials are translated into several languages. Employees who receive these materials in their native language can better understand the instructions, follow along more easily, and retain the information more effectively.
7. Free Up Your IT Support For More Important Tasks
- Technical assistance is often essential for businesses that rely on internet-based, browser, or cloud applications. Even the most experienced help desk managers can struggle with complex issues or technical jargon.
- However, with multilingual support, workers can understand queries in their native language and respond with greater accuracy and comprehension, leading to more effective problem-solving.
How Does Gyde Help?
Gyde is an AI-powered Digital Adoption Platform that guides your end-users through any digital application with step-by-step, real-time assistance.
It offers audio-visual walkthroughs and help articles directly within the application, which can be triggered whenever users need support at any stage.
These help resources can be automatically translated into the user’s native language, supporting a wide range of European and Asian languages. For audio, you can even record instructions in the preferred accent of your chosen language.
With Gyde, optimizing your application in multiple languages becomes effortless, delivering a truly personalized and unparalleled customer experience.
Don’t wait—start reaping the benefits of multilingual support today!
FAQs
- How do you provide multilingual support?
To provide multilingual support, you can use translation tools, hire multilingual staff, or leverage language localization technology to adapt content for different languages. This includes translating text, audio, and visual elements and ensuring the user interface is culturally relevant and easy to navigate.
- How to build a multilingual application?
To build a multilingual application, start by designing for internationalization (i18n), separating text from code, and accommodating different locales. Then, localize content by translating it and adapting the UI for cultural relevance. Implement a language switcher for user preference and rigorously test in all supported languages. Finally, continuous updates must be ensured to maintain quality and expand language support as needed.
- What is the use of multilingual in training?
Multilingual support in training allows you to reach a diverse audience by providing content in multiple languages, making the training more inclusive and accessible. Native language support helps learners understand and retain information better, leading to higher engagement, improved comprehension, and better overall learning outcomes.